Whether you’re canceling your account or reviewing a recent billing change, it’s important to know what refund options are available. This article explains when a refund can be requested, what is not refundable, and what to expect after you cancel. 

Initiating a refund

Only an admin can cancel an account, and cancellation must be completed on a web browser. To cancel, follow the steps in the “How to cancel and close your account” article. If you are eligible, a prorated refund is initiated after you complete the cancellation.

When you cancel and initiate a refund, your account access is blocked immediately. Please export any important information to a CSV before canceling. Refunds typically appear on your credit card statement within 7 to 10 business days. If you don’t see the refund after 10 business days, contact our support team.

Eligible for a refund

New customers (first-time purchases) have 30 days from the initial purchase to request a refund. To do so, submit a written request within the 30-day window. We will refund the prorated portion of any unused time. This eligibility does not apply to monthly subscription renewals.

Ineligible for a refund

You are not eligible for a refund if any of the following apply:

• You paid for a yearly account and more than 30 days have passed since purchase;
• You paid for the renewal of a monthly subscription;
• You are an existing customer and your subscription (monthly or yearly) has already renewed for the next term.

If you have questions about your account’s refund eligibility, an admin can contact our support team.

If your account auto-upgraded

If your account was automatically upgraded after going over its paid seat limit, removing people does not automatically trigger a refund. To revert to your previous plan, you first need to reduce the number of active seats so your account fits your original plan. Then, you can request a refund within 30 days of the original auto-upgrade. For full instructions, see How to manage an auto-upgrade.

Accessing your account after canceling

If you canceled with a refund (new customer within 30 days), access is blocked immediately as part of the refund process.

If you canceled after a renewal where refunds do not apply, you keep access for the remainder of your paid billing period. For a monthly subscription, access continues until the end of the current month. For a yearly subscription canceled after the first 30 days, access continues until the end of the current year, and the billing cycle will not renew.

Feedback for our team

FAQs

Can I get a refund after canceling my account?

If you're eligible for a refund, a prorated refund is initiated after you complete the cancellation. Refunds typically appear on your credit card statement within 7 to 10 business days.

I canceled. What happens to my refund next?

If you're eligible for a refund, it is initiated after cancellation and usually appears on your credit card statement within 7 to 10 business days. Once you cancel with a refund, access to your account is blocked immediately, so be sure to export any important information before canceling.

I'm an existing customer. Can I get a refund?

This cancellation and refund policy applies to first-time purchases and does not apply to existing customers. If you want to cancel at the end of your current term, you must give 30 days' notice before your subscription end date. If notice is not provided, your plan may auto-renew and you'll be committed for the renewed term.

I removed users. Why wasn't I refunded?

Removing users does not automatically trigger a refund. If your account auto-upgraded after going over its paid seat limit, you first need to reduce the number of active seats so the account fits your original plan. Then you can contact support within 30 days of the original auto-upgrade to request a refund for the upgrade cost.

Can I get a refund after an auto-upgrade?

Yes. If your account auto-upgraded after exceeding its paid seat limit, you can revert to your previous plan within 30 days of the original auto-upgrade. To do that, first reduce the number of active seats so the account fits your original plan, then contact support to request a refund for the upgrade cost.