Cancelling & refunds

In one sentence

You can cancel any subscription at any time — always at the end of your current billing period, and sometimes with a full refund if you're inside the 30-day money-back window on an annual plan.

Three things to remember

Cancel-at-period-end is always available. Service runs through the date you've already paid through, then your org goes read-only for 30 days, then it's deleted. No money back, but no rush either — you can resume any time before the period ends.
Annual plans get a 30-day money-back window. Within the first 30 days of a new annual term, you can cancel immediately and get a full refund of the most recent invoice. Monthly plans aren't refunded at all.
The $10 trial AI bucket is never refunded. It's not part of the subscription invoice, so the annual-window refund naturally doesn't include it. Use it during the trial or it's gone.

How to cancel

From Admin → Billing, scroll to the bottom and click Cancel subscription. A modal appears with the available paths.

Path 1 — Cancel at period end (always available)

What happens:

Your subscription status flips to active_canceling.
The /billing page shows a banner with the date your access ends.
You keep full access until that date — same modules, same seat counts, same AI subscription.
After the period ends: status flips to readonly, you keep sign-in for 30 days but can't create or edit anything.
After the 30-day read-only window: the org is permanently deleted.

Want to come back? Resume subscription appears on /billing while you're in active_canceling and (with a fresh payment method) during the read-only window. Either restores you to a paying state without data loss.

Path 2 — Cancel and refund (annual plans, within 30 days)

If your plan is annual and you're inside the 30-day money-back window from the start of your current annual term, the cancel modal shows a second option: "Cancel now and refund $X". The dollar amount is exactly what your most recent subscription invoice charged.

What happens:

Your access ends immediately — not at the period end.
The full invoice amount is refunded to your original payment method via Stripe.
The org enters the same 30-day read-only window as path 1, then is deleted.

This option appears only when:

The plan is annual (monthly subs are never auto-refunded).
The current annual term started 30 days ago or less.
The most recent invoice is paid (not failed, not unpaid).

Outside any of those, only Path 1 is available.

Watch out for: the trial $10 AI bucket is never refunded

If you bought the $10 sample bucket during your trial and then converted to a paid plan, that $10 charge is separate from your subscription invoice and is never auto-refunded. It's a one-time purchase you used or didn't.

What gets refunded — and what doesn't

When the annual-window refund fires, the full most-recent subscription invoice is refunded. Practically, that's:

Line	Refunded?
Plan base (Starter / Professional / Business)	✅ Yes
Additional Full users beyond the included	✅ Yes
Additional R&A blocks beyond the included	✅ Yes
Storage add-on blocks (+50 GB / +200 GB / +1 TB) — billed on the same invoice	✅ Yes
AI subscription (Managed or BYOK operating fee) — billed on the same invoice	✅ Yes
Trial $10 sample AI bucket — separate invoice	❌ Never
Other one-time charges (e.g. concierge migration)	❌ Manual support intervention only

The refund hits Stripe immediately; the bank or card-issuer typically posts it back within 5–10 business days.

What happens to your data

Whichever cancellation path you pick, the data lifecycle is the same once your access ends:

Phase	Duration	What you can do
Read-only	30 days from when access ends	Sign-in still works. Admins can come back, add payment, and reactivate. No edits, no creates, no AI.
Deletion notice	7 days before deletion	Email warning to all admins with a final reactivation link.
Deleted	Day 30	All organization data is permanently removed. Recovery is not possible after this point.

The deletion clock is the same one we use after a trial ends without conversion. See Trial restrictions for the same shape.

Subscription states you might see on /billing

A quick legend so the status badge isn't a mystery:

Status	What it means
Active	Paying customer, normal state.
Trial	Inside the 30-day free trial.
`active_canceling`	You've cancelled-at-period-end. Access continues until the period ends. Resume is one click.
`past_due`	A payment failed. AI subscriptions are paused while the org is past_due; the rest of the app keeps working for a short grace window. Update your payment method to recover.
`readonly`	Access has ended but data is preserved for 30 days. Reactivation possible with a new payment.

Audit & compliance angle

Every cancellation, every refund, every state transition is logged with an activity_type:

subscription_cancelled — the cancel-at-period-end action.
refund_issued — the annual-window refund. Includes the amount, the Stripe refund ID, and policy: 'annual_30day_window' in the metadata.
payment_failed and payment_recovered — the past_due transitions.

These show up on the org's Activity timeline (visible to admins) and persist through the read-only window. If you ever need to prove "we cancelled on March 14, refund issued same day, $4,990 returned", the data is there.

Public refund policy

A public summary of this policy is available at /legal/refunds — same numbers as above, just outside sign-in so finance teams and procurement can read it before signing up.

Pricing & seat model
Trial restrictions — the same 30-day data-retention clock
Billing & overages — what's on each invoice
AI: BYOK vs Managed