Refunds and cancellation

This page explains how to cancel, what happens to your articles and credits, and how refunds work.

The full wording is in the Refund policy. If this page and the policy differ, the policy is the one that applies.

Cancel any time

Go to /app/settings?tab=billing and press "Manage your plan on" the site, or open the site's own account pages.
Go to Account, Plan.
Cancel your plan there.

You can cancel at any time. After you cancel:

Your plan runs to the end of the month you have paid for.
Your articles stay readable.
When the plan ends, you cannot start new articles until you choose a plan again. We send you an email to confirm the cancellation.
Cancelling does not by itself earn a refund of the current month.

You do not have to contact us to cancel.

Changing plan

To move to another plan, end your current plan under Account, Plan on the site first. Your articles and credits stay. Then choose the new plan on the Billing tab. See Credits and billing.

Refunds

There are no refunds for a change of mind, and we do not offer a money-back guarantee.

Your rights under Australian law are not affected. Our services come with guarantees under the Australian Consumer Law that cannot be excluded. If a guarantee has not been met, you are entitled to a remedy. For a major failure, you can choose a refund or compensation. For a minor failure, we can choose to fix the problem within a reasonable time. We give refunds as the Australian Consumer Law requires.

If an article fails and cannot be finished, its credit comes back: press "Give up on this article", or leave it and the credit comes back after 7 days.

How to ask for a refund

the email address on your member account;
the workspace name;
the date and amount of the payment;
what went wrong.

If we agree, the refund goes back to the card you paid with, through the site's checkout. If we do not agree, we will tell you why. You can still use your rights under the Australian Consumer Law.

When the refund arrives

Banks usually show a refund within 5 to 10 business days.

What happens to credits

If a payment is refunded, we take back the unused credits that payment bought.

If part of a payment is refunded, the same share of those credits is taken back.
Credits are never taken below zero. If you already used some, you keep the articles you wrote.
Articles you already wrote stay yours.
We email the workspace owner with the refund amount and how many credits were removed.

If we take the value of used credits into account in a refund, the policy explains when the law allows it.

Disputes with your bank

Please contact us before you dispute a payment with your bank. We can often fix the problem faster.

If a payment is disputed (a chargeback), the unused credits that payment bought are removed and the site is told.