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Refunds & Cancellation
Last updated: Draft · Digital Estate Media
How cancellation, refunds and credits work. This page must agree exactly with the Terms of Service and with what Stripe receipts say — a mismatch between the three is the usual source of a chargeback.
1. Cancelling a subscription
- Self-serve cancellation from Account → Billing, effective at the end of the current period.
- What happens at the end of the period: the organization drops to Free, projects over the Free limit become read-only, and nothing is deleted.
- That agents switch to detect-only rather than stopping silently.
2. The trial
- 14 days of full Pro access, card on file, $0 charged at signup.
- Cancelling before day 14 means no charge at all.
- What happens if the card fails at conversion: retries, then a no-card downgrade that preserves the customer's work.
3. Credits
- Plan credits reset monthly and do not roll over. PURCHASED credits never expire. State both plainly — the product enforces exactly this and the promise is what customers buy on.
- A failed job does not charge: the burn is reversed as a new refund entry on the ledger, automatically, without the customer asking.
- Whether unused PURCHASED credits are refundable in cash on cancellation — this is the open commercial decision on this page and the answer must match the Terms.
4. Refunds
- The window and the conditions for a refund of a subscription payment.
- The route: contact support, and the expected response time.
- Duplicate charges and billing errors — corrected without argument.
5. Chargebacks
- Ask customers to contact support before raising a chargeback.
- What happens to the account while a dispute is open.
Questions about this page? support@emberquill.ai