Cancelling Your Subscription and Refunds
How to stop your subscription from renewing, how long it stays active afterwards, and when we refund a payment.
To cancel, open Settings, find the Subscription card and choose Unsubscribe. You won't be charged again, and your subscription stays active until the end date shown on the card. Cancelling doesn't refund a payment you've already made. If you've used 10% or less of the tokens that payment includes, we refund it in full, no questions asked, including a renewal you forgot to cancel; for anything else, tell us why. Email [email protected].
How to cancel
1. Open Settings
Sign in, open the menu under your avatar in the top bar and choose Settings.
2. Find the Subscription card
It says when your subscription renews. At the bottom of the card, choose Unsubscribe.
3. Tell us why
Pick a reason from the list and write a short note. Both are needed before you can go on; then choose Next.
4. Confirm
The next screen shows the date your subscription stays active until. Choose "Yes, Unsubscribe", and a message confirms it's cancelled.
No Unsubscribe link?
Then your subscription isn't set to renew, so there is nothing to cancel. If the card shows "Your subscription will end on" a date, you've already cancelled, or it's an older subscription that ends on its own. If the card says you're not subscribed, or there's no Subscription card at all, nothing on this account renews; if you were charged anyway, write to us as described below.
What happens after you cancel
No more charges
The renewal is stopped straight away, so this subscription won't charge you again.
Active until the end date
Everything keeps working until the date on the Subscription card, which now reads "Your subscription will end on" that date.
After that date
Messages, photos, videos, calls and anything else that costs tokens need a subscription again.
Changed your mind?
Choose Renew subscription on the same card to subscribe again, or Upgrade once the end date has passed.
Refunds
Cancelling stops future payments but doesn't give back one you've already made. To get money back, ask us. This is the rule we follow.
10% or less used: a full refund
If you've used 10% or less of the tokens from a token pack, or of the tokens your plan includes for the period you paid for, we refund that payment in full, no questions asked.
A renewal you forgot to cancel
The same rule covers a subscription that renewed because you forgot to cancel it.
Everything else
For any other refund request, tell us why. If you give a valid reason, we'll consider a refund.
What a refund changes
The tokens the refunded payment added are taken off your balance, and refunding a subscription payment also cancels that subscription.
How to ask for a refund
Email [email protected] or use the contact form. Say which account it's about (the email address you sign in with), what you bought and when. Write to the same address if you think you were charged by mistake.
Questions about tokens?
How tokens are added, spent and topped up is explained in how tokens work.