Cancellation & refunds

1. Stop renewal or cancel immediately

To stop the next renewal, use Settings → Billing → Manage billing, or contact us. Your subscription normally remains available through the paid period. To end it immediately and request a refund, email [email protected]. Include your account email, workspace name and invoice number if available. Do not send card details or passwords. We verify that you are authorised to manage that subscription.

We confirm the effective cancellation date and refund calculation in writing. Once immediate cancellation takes effect, paid access and the unused allowance for that period end. Asking for a refund does not delete your workspace; request deletion separately if you want it.

2. Our usage-based refund

Outside any statutory entitlement, our policy refunds the unused portion of the base subscription payment for the current paid period. We calculate the proportion of the period’s granted credits that has been used, after any credited-back failed work, and apply that proportion to the base subscription amount actually paid after discounts. The refund cannot exceed that payment or go below zero.

For example, if you paid $49 for a monthly Starter period and used half of its credits, the base-fee refund is $24.50 before any applicable tax adjustment. For an annual plan, we use the amount actually paid for the annual period and that period’s annual credit allocation. Promotional or complimentary credits are not a cash purchase and do not themselves create a refund entitlement.

Extra-seat charges do not buy processing credits. We assess their unused portion using the time remaining in the paid seat period, separately from the base fee. Taxes are adjusted as required. We do not deduct a separate refund-processing fee. Where reliable usage information is unavailable, support reviews the evidence rather than assuming all credits were used.

3. Consumer rights take priority

If you are a consumer, you may have a statutory cooling-off right, usually 14 days from entering a distance service contract, and remedies where a service is faulty, misdescribed or not provided with reasonable care and skill. A renewal may carry additional rights under applicable law. These rights are not limited by our credit calculation or by contacting support outside an internal target time.

Any deduction for service supplied during a statutory cancellation period will be made only where legally permitted, including any required express request to start the service early. We do not assume that using credits automatically waives a cooling-off right. Where the law requires a larger or full refund, we provide it.

4. How refunds are paid

Approved refunds go back to the original payment method unless we agree a lawful alternative. We process refunds without undue delay and within any applicable statutory deadline, normally no later than 14 days after a statutory cancellation. Your payment provider may take additional time to display the credit. We confirm the amount and any reason for a partial refund.

Duplicate charges, unauthorised payments and service faults are assessed on their facts and applicable rights, not simply as discretionary usage refunds. Contact us promptly so we can investigate. This does not restrict your right to contact your payment provider or raise a legal complaint.

5. Optional cancellation wording

You can send: ‘I give notice that I cancel my orch subscription. Account email: ____. Workspace: ____. Invoice or order date: ____. Name: ____. Address (if required to identify the contract): ____. Date: ____.’ Send it to the email or postal address above. You do not have to use these exact words; any clear statement is sufficient where you have a statutory right to cancel.