These rules apply to every payment for the service, including paid plans. The pricing page links to this policy before you pay.
The 7-day Pro pass
A pass is a single payment that does not renew, so there is nothing to cancel. The rules below apply to it as to any payment: within 14 days and not substantially used, we refund it, including when you deleted your account while it ran. A refunded pass keeps running to its end date; we do not take it back.
Cancelling and refunding are different
Cancelling a subscription stops the next renewal and leaves your access running until the end of the period you already paid for. A refund returns money you have already paid. Cancelling does not automatically produce a refund.
When we refund
- Within 14 days of your first payment, for any reason, provided the service was not substantially used.
- When the service did not work — for example exports failed for an extended period — we refund the affected period whether or not you ask within 14 days.
- Duplicate or mistaken charges, in full — including a pass whose payment was confirmed only after you had deleted your account, which we cannot grant.
When we usually do not
We generally do not refund a period you have used, or a renewal you forgot to cancel and then used. If your circumstances are unusual, ask us anyway.
Statutory rights
If you are a consumer, this policy does not reduce any right you have under the law where you live, including any statutory cooling-off period.
How to ask
Email [email protected] from the address on the account — or, if you have deleted the account, from the address it had, with the date of the payment. We respond within five working days. Approved refunds go back to the original payment method, in the currency you were charged, and include any tax you paid.
Paid plans are sold through Link, a service of Stripe, as the seller of record (see the terms). You can also ask Link support for a refund, and Stripe may refund a payment itself within 60 days in some cases. That is in addition to this policy, not instead of it: you can always ask us.
After a refund
When a refund ends your subscription, paid features stop immediately and your account returns to the free plan. Your files are not deleted at that moment, but the free plan's retention period and limits then apply, so download anything you need to keep. A refund that leaves the subscription running, including a partial one, does not change your plan.