Refund & Cancellation Policy

Payments for Survey Teams subscriptions — the first payment and every renewal — are non-refundable. We do not offer a money-back period. Where a plan offers a free trial, you can use it to try the plan before any payment is taken, and you can cancel at any time to stop all future payments. This does not affect any refund rights you have under the law of your country, or the buyer protection offered by our payment provider (see section 5).

You can cancel at any time from Billing in your workspace settings. Cancelling stops future payments; it does not refund payments already made. You keep full access to your paid features until the end of the billing period you have already paid for. After that, an individual account moves to the free plan, and a team workspace becomes read-only: its surveys and responses stay available to view and export, but creating, publishing and collecting new responses stop until you subscribe again. Your surveys and responses are not deleted when you cancel.

You can upgrade at any time. An upgrade is charged immediately and prorated for the time left in your current billing period, and the amount is always shown to you before you confirm it. We do not offer mid-term downgrades — to move to a smaller plan, cancel and choose a new plan once the paid period ends. Where a change produces a credit, that credit is held on your account with our payment provider and used automatically against future invoices. It is not returned to your card.

Subscriptions renew automatically at the end of each billing period until you cancel. Your renewal date is always shown on the Billing page in your workspace settings, and you can cancel from that page at any time before it. Cancel before the renewal date to avoid the next charge.

Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders. Paddle handles all payments, billing enquiries, invoices and tax. Paddle may also apply its own buyer terms, and may issue a refund at its own discretion regardless of the policy above. Refund and billing enquiries can be raised with Paddle directly using the receipt you received by email.

If a renewal payment fails, we will retry it and your access may be paused until it succeeds. If you dispute a payment with your bank, access to paid features is suspended while the dispute is open. If you think something has been charged incorrectly, please contact us first — a dispute takes far longer to resolve than an email.