Overview
This Policy forms part of our Terms of Service and explains our billing, cancellation, and refund practices. It is written to be predictable: you should never be surprised by a charge.
Where mandatory consumer law in your country of residence gives you stronger rights — for example a statutory withdrawal period — those rights apply in addition to this Policy and are not limited by it.
Subscriptions and renewal
- Plans are billed in advance, monthly or annually, in United States dollars unless otherwise agreed
- Subscriptions renew automatically at the end of each term at the then-current rate for your plan
- We send a renewal reminder before an annual term renews
- Fees are exclusive of taxes; applicable taxes are added at checkout or on invoice
- Usage above your plan's included allowances is billed as disclosed at the time of purchase
Trials and pilots
Where we offer a trial, we state its length and whether a payment method is required. If a payment method is on file, the subscription begins automatically at the end of the trial unless you cancel before it ends, and we will notify you before the first charge.
Trials are provided as-is for evaluation, may have reduced limits, and may be withdrawn or modified. One trial per organisation unless we agree otherwise in writing.
Cancellation
You may cancel at any time from your workspace billing settings, or by writing to [email protected]. Cancellation stops the next renewal.
Cancelling does not retroactively refund the current term. Your plan remains active until the end of the period you have already paid for, after which the account moves to a closed state and data handling follows our Data Deletion Policy.
When we refund
Outside the situations below, fees for a term that has already begun are non-refundable. We would rather state that plainly than imply a general right that does not exist.
- Service unavailability attributable to us that materially prevents use of the Service for a sustained period: pro-rata refund of prepaid fees for the affected period, at our discretion or upon request
- Duplicate or erroneous charge: refunded in full
- Billing error on our side: refunded in full for the amount incorrectly charged
- First paid month on a new monthly subscription, if you contact us within 14 days and have not materially used the Service: refunded on request
- We materially reduce core functionality of your paid plan: pro-rata refund of prepaid fees for the affected remainder of the term
- You object to a material change to the Terms and terminate before it takes effect: pro-rata refund of prepaid, unused fees
- You object to a new sub-processor on reasonable data protection grounds and we cannot resolve it: pro-rata refund of prepaid, unused fees
- Statutory withdrawal or cooling-off rights where mandatory consumer law grants them: honoured as required
Annual plans
Annual plans are discounted in exchange for a committed term. Because the discount is consideration for that commitment, mid-term cancellation of an annual plan does not generate a refund of the remaining months except in the circumstances listed above.
If you downgrade an annual plan mid-term, the change takes effect at renewal. If you upgrade mid-term, we charge the pro-rata difference for the remainder of the term.
Failed payments and suspension
If a payment fails we will retry and notify you. If it remains unpaid, we may suspend access after reasonable notice, and may terminate for material breach if it remains unresolved. Suspension does not relieve you of accrued fees.
Reinstating a suspended account may require settling outstanding amounts. Data is retained during suspension in accordance with the Data Deletion Policy.
Disputes and chargebacks
Please contact [email protected] before raising a chargeback — most disputes are a billing error we can correct faster than a card network can. We respond to billing enquiries within five business days.
Where a chargeback is raised without contacting us first, we may suspend the account while the dispute is resolved and may recover reasonable costs incurred.
Price changes
We may change our prices. A price change affecting an existing subscription takes effect only at the start of the next term, and we will give at least thirty days' notice before the renewal date. If you do not accept the new price, you may cancel before renewal.
Contact
Eyeleven Inc. — Billing. For invoices, refunds, tax documentation, or purchase orders, contact [email protected].