Refunds and cancellation

Some plans may include a trial. A trial may require a payment method. If you cancel before the trial ends, nothing is charged. Otherwise the paid subscription starts when the trial ends.

You can cancel at any time from the dashboard, in the billing settings. Cancellation takes effect at the end of the current billing period: you keep your plan until then, after which your organisation goes back to the Free plan and its rules apply.

Except where the law requires otherwise, amounts paid for a period already started are not refunded. We refund, pro rata for the remaining period or in full as the case may be:

• an amount charged in error or charged twice;
• a paid period during which the service was unavailable through our fault for a prolonged time;
• the remaining period when we remove an essential feature of your plan, as the Terms provide;
• cases where the law of your country gives you a refund.

Refunds are made to the original payment method within 14 days of our agreement.

If you are a consumer, you generally have 14 days from subscribing to cancel a contract made at a distance. Because the service is supplied immediately and continuously, you can ask for it to start straight away during that period: in that case, if you cancel, you pay for the service already supplied until you asked to cancel, calculated pro rata. To use this right, write to us. The service is mainly intended for business use, to which this right does not apply.

When you move to a higher plan, the difference is billed pro rata for the remaining period. When you move to a lower plan, the change takes effect at the next renewal. If your usage is above the new plan's limits, you must bring it below them; otherwise some projects may be limited.

If a payment fails, we retry several times and tell you. If it is not settled within a reasonable time, the service may be suspended and then the subscription cancelled. Your organisation then goes back to the Free plan.

When an account is closed or a project decommissioned, data is deleted within the periods in the privacy policy: account within 90 days, encrypted backups within 30 days. Export your data before then: once deleted, we cannot restore it. You can export them yourself from the dashboard (project export, downloadable backups) or through the API, and we help on request. Switching provider is described in Section 10 of the terms.

For a billing question, a refund or a dispute: team@pierrr.com, with "Billing" in the subject line, giving your organisation and the invoice concerned. We reply within 5 business days.