Account, Pricing & Access

Billing, cancellations, refunds, and plan changes

Billing starts on the Account Settings → Subscription tab (/account-settings). The tab shows your current plan, status, next billing date, and price; the Manage Subscription (Cancel or Change Plan) button opens our payment provider's secure customer portal (Stripe or Paystack, depending on your region) where the change-plan, cancel, payment-method, and invoice screens all live.

Organisations have a separate billing surface at Organisation Dashboard → Billing.

Changing your plan

To switch between monthly and annual:

1. Open Account Settings → Subscription.
2. Click Manage Subscription (Cancel or Change Plan) — this opens the secure customer portal.
3. In the portal, choose Update plan and pick monthly or annual; the portal shows the pro-rated charge or credit.
4. Confirm. The change takes effect immediately and your renewal date updates accordingly. Click back to the app when finished.

Cancelling

To cancel your subscription:

1. Account Settings → Subscription → Manage Subscription (Cancel or Change Plan).
2. We show a short retention prompt with options like "pause for a month" or "switch to annual" — you can dismiss it.
3. Choose Proceed to cancel; the portal opens with the cancellation flow.
4. Confirm cancellation in the portal. Your Premium access continues until the end of the current billing period.
5. You can resubscribe at any time from the Pricing page; previous data is preserved.

Cancelling does not delete your account. To delete, see Account Security.

Refunds

We follow standard UK consumer-law refund practice:

• Within 14 days of a new subscription and you have not used any Premium feature → full refund
• Within 14 days of a new subscription and you have used Premium features → pro-rated refund (we deduct the days used)
• After 14 days → no refund as standard, but contact us if there are exceptional circumstances (e.g. medical, accidental purchase, double-charge)

Request a refund by emailing [email protected]. Include your account email and (if you have it to hand) the receipt or invoice ID from the most recent renewal email — we can look up the subscription from either.

Payment methods

We accept:

• Stripe (default, most regions) — Visa, Mastercard, American Express, Apple Pay, Google Pay
• Paystack (Nigeria and selected African regions) — local cards, bank transfer
• Invoice / BACS for organisations (Trust, university) — annual plans only, on request

Update your payment method anytime from Account Settings → Subscription → Manage Subscription → in the customer portal, choose Payment methods.

Failed payment

If a card payment fails on renewal:

1. We retry automatically over 7 days.
2. We email you each retry with a link to update the card.
3. After 7 days, your subscription pauses — Premium features lock, but your data and free-tier access stay intact.
4. Updating the card from Account Settings → Subscription → Manage Subscription (and changing payment method in the customer portal) resumes the subscription within minutes.

If you don't want auto-retry, cancel the renewal before the retry window starts.

Transitioning between individual and organisation access

• You join an organisation while on an individual Premium plan → your organisation access takes precedence; we automatically pause your individual subscription so you're not paying twice. Resume when you leave the organisation.
• You leave an organisation → access reverts to Free unless your individual subscription is resumed (auto-resumes if you were paused, or you can re-subscribe).
• Your organisation's subscription ends or fails → your access reverts to Free.

Plan downgrade

Downgrading from Premium to Free at any time is free of charge — just cancel renewal. Your account stays at Premium until the period ends, then auto-downgrades.

If you downgrade from an annual to monthly plan mid-period, the change applies at the next renewal (we don't issue partial refunds for switching cadence).

Invoices and VAT

• All invoices are available as PDF inside the customer portal (Account Settings → Subscription → Manage Subscription → Invoices / Billing history). You can also pull them from the renewal-receipt emails we send at each charge.
• VAT is included on UK-billed invoices at the prevailing UK rate
• Organisations can request a custom VAT invoice with a billing reference; contact [email protected]

Edge cases

• Double charge — contact us immediately; we refund the duplicate within 5 working days
• Wrong currency — Stripe matches your card region; if you see USD and expected GBP, log out and back in with a UK IP, or contact us
• Promo code didn't apply — try at checkout (not after); promos cannot be retroactively applied
• Educational discount — contact us with proof of student status for a discounted rate