Cancelling & refunds
Cancelling
Open Settings → Billing and click Cancel subscription at the bottom of the Subscription card. The button is only there while the subscription is Active or Payment failed.
The confirmation explains what happens: your modules stay active until the end of the current billing period, then the workspace becomes read-only until you resubscribe. Confirm with Cancel subscription, or back out with Keep subscription.
Nothing is charged again, and nothing is switched off on the spot — you keep everything you've paid for until the period ends.
🖼️ [Image] — The Subscription card with the amber "Cancellation scheduled" badge and the "Access continues until …" line.
After you cancel
The card shows a Cancellation scheduled badge and the date access runs to. Until then the status still reads Active and everything works normally. There is no self-serve way to reverse it — the Cancel button is replaced by "To keep your subscription, contact support", so get in touch and we'll undo it before the period ends.
When the period ends the subscription becomes Cancelled and the workspace goes read-only: content is readable, the widget stops answering, and Billing plus AI Keys stay reachable so you can resubscribe. Your knowledge base, settings, and history are not deleted on cancellation. See Subscription statuses.
To remove a single module rather than everything, contact support — see Adding a module.
Refunds
You can request a refund within 14 days of a charge. The full terms, including what's eligible and how to ask, are on our refund policy page.
Two things worth knowing before you ask:
- Seat reductions are not refunds. Lowering a seat count applies at your next renewal and doesn't refund the remainder of the current period — see Seats.
- Cancelling mid-period isn't a partial refund. You keep access to the end of the period instead.
Paddle handles the money
Payments are processed by Paddle as our Merchant of Record. That means Paddle, not Promptly:
- takes the payment and stores your payment method,
- calculates and remits VAT / sales tax for your country — listed prices exclude it, and it's added at checkout,
- issues the invoice or receipt, which is emailed to the address on the subscription,
- appears as the merchant on your card or bank statement.
So if you need a VAT invoice, a copy of a receipt, or a change of payment method, that's a Paddle-side action reached from your checkout confirmation email. Anything about your workspace, modules, or seats is us — contact support.