Cancellations & Refunds

Cancelling a subscription

A workspace owner or admin can cancel at any time from Settings → Billing → Cancel subscription. It takes effect immediately as a cancellation of renewal: nothing further is charged, and no notice period applies.

If you can't reach the dashboard for any reason, email support@sphoro.com from the address on the account. We treat the timestamp of your email as the cancellation date, even if it takes us a day to process it.

Cancelling ends billing. It does not delete your workspace — see the next section.

What happens after you cancel

• Access. Paid features stay on until the end of the billing period you've already paid for. A yearly plan cancelled in month two keeps working through month twelve.
• Then. At the end of that period, the workspace drops to the Free plan rather than switching off. You keep your data and can still sign in.
• Limits. Free-plan limits apply on creation, not retroactively: a workspace with more projects or members than Free allows keeps them, but can't add more until it's back under the cap.
• Retention. Free-plan retention is shorter. Export anything you need to keep before the period ends — bugs, media and analysis are all available through the dashboard and the API.
• Deleting entirely. If you want the workspace gone, delete it explicitly from Settings. That removes it from the live service immediately and from backups within 30 days.

Trials and the Free plan

The Free plan costs nothing and needs no cancellation — stop using it, or delete the workspace.

A paid trial converts to a paid subscription at the end of the trial period unless you cancel first. The exact date is shown in Settings → Billing throughout the trial, and we email a reminder before the first charge. Cancel any time before that date and you're never charged.

If a trial converted because you missed the reminder and nobody has used the workspace since, tell us within 14 days of the charge. That's the clearest case of the exception in when a refund is due, and we'll refund it.

Cancelling doesn't burn your trial history: if you resubscribe later, you pick up on the current price for whichever plan you choose.

When a refund is due

Subscription fees are non-refundable. Cancelling stops the next charge; it doesn't reverse one you've already paid. What you get instead is the access you paid for, in full, until the end of the period — see what happens after you cancel.

That said, we always refund a charge that shouldn't have happened:

• Duplicate charge. Billed twice for the same period — refunded in full, and we'll tell you what went wrong.
• Charge after cancellation. Billed for a period that began after you cancelled — refunded in full.
• Wrong amount. Charged for more seats than the workspace had, or at the wrong plan price — the difference is refunded.
• Charge you didn't authorise. Tell us and we'll refund it while we investigate, not after.
• Extended outage. If the service is unavailable for a materially significant part of a billing period through our fault, we'll credit or refund a proportionate amount on request.
• A feature we removed. If we remove or materially degrade a feature you relied on, you may cancel and get a pro-rata refund for the rest of the paid period.
• Statutory rights. Where consumer law gives you a cancellation or refund right — such as an EU or UK distance-selling cooling-off period — it applies regardless of anything on this page.

Outside those cases we may still make an exception — an annual plan that auto-renewed on a workspace nobody has opened since, for instance. Ask. We read every request rather than pointing at the paragraph above.

Refunds go back to the original payment method. We can't redirect one to a different card or account.

When one isn't

To be explicit, we don't refund:

• the unused remainder of a period after a voluntary mid-period cancellation — you keep the access you paid for instead;
• seats removed mid-period; the reduction shows up on your next invoice;
• periods already elapsed, on any plan, whether or not the workspace was used;
• the difference when you move to a cheaper plan before the period ends;
• fees for a workspace suspended or terminated for breach of the Terms & Conditions;
• charges older than [180 days], which we may not be able to reverse through the payment provider;
• taxes already remitted to a tax authority, where we're unable to reclaim them — the refundable amount is then net of that tax.

None of this limits a right you have under consumer law where you live.

Downgrades and seat changes

• Adding a member mid-period is charged pro rata for the days remaining, then in full from the next period.
• Removing a member takes effect immediately for access, and reduces the next invoice. There's no mid-period refund.
• Moving to a cheaper plan takes effect at the next renewal, so you keep the features you've paid for until then.
• Moving to a more expensive plan takes effect immediately, charged pro rata for the rest of the period.
• Switching yearly to monthly happens at renewal. We don't break a yearly term early and refund the difference.

Downgrading never deletes data. Limits apply when you next create something, so a workspace over its new cap keeps everything it has.

Failed payments

If a charge fails, we retry over the following days and email the billing contact each time. Paid features may be paused while an invoice is unpaid; your data isn't touched.

If an invoice is still unpaid 30 days after the due date, we may cancel the subscription and move the workspace to the Free plan. Fix the payment method before then and everything resumes where it left off.

Enterprise agreements

Enterprise subscriptions run on a signed order form. Its cancellation, renewal, notice and refund terms take precedence over this page wherever the two differ. Where the order form is silent, this policy fills the gap.

Enterprise cancellations go through your account contact or support@sphoro.com, not the dashboard. Write to us and we'll set up a call to work through the terms rather than settling it over email.

How to request a refund

Email support@sphoro.com from the address on the account with:

• your workspace name;
• the invoice number or the date and amount of the charge;
• one line on what happened.

We acknowledge within 2 business days and decide within 7 business days. If we say no, we'll say why, and you can ask a human to look again by replying to the same thread.

How long a refund takes

So a straightforward refund usually lands within 7–14 business days of the request. The last stage is your bank's, not ours, and it's the one that varies. We'll send you the provider's reference so you can chase it if it stalls.

Chargebacks

Please contact us before raising a chargeback. A chargeback locks the payment for weeks and we lose the ability to just refund you, which is nearly always faster.

While a chargeback is open we may suspend the workspace's paid features. If it's resolved in our favour and the underlying subscription is still wanted, we'll restore access once the balance is settled.

Changes to this policy

We may update this policy. Changes apply to charges made after they take effect, never retroactively to a payment you've already made. Material changes are announced by email to workspace owners and in the dashboard at least 30 days ahead. Every version is dated, and superseded versions are available on request.