In short
- You can cancel online from the workspace in a few clicks, or by email.
- Consumers keep the cooling-off period their country’s law provides.
- Charges taken by mistake are refunded in full.
- Refunds go back to the original payment method within 14 days of approval.
How to cancel
You can cancel a self-serve plan from the billing settings of the workspace, with the same ease as signing up, or by writing to [email protected] from the account email. We confirm the cancellation by email. Cancellation stops future renewals and takes effect at the end of the current paid period, unless we confirm an earlier date. Enterprise agreements follow the cancellation terms in the agreement.
Cancelling during the trial
If you cancel before the one-month trial ends, the paid subscription does not start and you are not charged.
Consumer withdrawal rights
If you are a consumer, you may have a legal right to withdraw from a distance contract without giving a reason. We honor these periods, among others that the law of your country may provide:
| Where you live | Period | Main rule |
|---|---|---|
| European Union and EEA | 14 days | Consumer Rights Directive 2011/83/EU |
| United Kingdom | 14 days | Consumer Contracts Regulations 2013 |
| Switzerland and other countries | As provided by local law | Local consumer protection law |
| Brazil | 7 days | Consumer Defense Code, article 49 |
| Argentina | 10 days | Law 24,240, article 34 |
| Chile | 10 days | Law 19,496, article 3 bis |
| Colombia | 5 business days | Law 1480 of 2011, article 47 |
| Mexico | 5 business days | Federal Consumer Protection Law, article 56 |
The period starts when the contract is concluded, which is usually the day you start the plan or the trial. To withdraw, send a clear statement to [email protected] from the account email. If you asked us to start the paid service during the withdrawal period, we may keep an amount proportionate to what was provided until you withdrew, where the law allows it.
Fees already collected
Outside the withdrawal rights above and billing errors, a fee already collected for a billing period that has started is not refunded as a matter of course, and you keep access until the end of that period. Add-on charges for messages or verifications that were already delivered are not refundable, because the provider cost is already incurred. Where the law that applies to you requires a refund, we follow that law.
Billing errors
If we or PayPal collected the wrong amount, charged you after a cancellation that was already in effect, or charged a plan you did not select, write to [email protected] with the account email and the date of the charge. We refund amounts taken in error in full.
How refunds are paid
Approved refunds are returned to the original payment method through PayPal within 14 days of approval. Your bank or PayPal may take a few more days to show the credit. Purchases made through an app store, once the mobile apps are available, are refunded under that store’s process.
Cancellation and your data
Cancelling a subscription does not delete your workspace immediately. You keep read access until the end of the paid period and then 30 days to export your documents. To delete data, follow the data deletion policy.