Refund policy

This page is a draft and it has not been approved yet. It was written from what the product actually does, by reading the billing code rather than by copying somebody else's policy. It has not been reviewed by a lawyer and it has not been signed off by PopzIQ.

Two kinds of sentence are on this page. Most of them describe mechanics that are already built. You can hold us to those. A few of them are marked still to be decided, because nothing in the product decides them and nobody has ruled on them. They are collected under What is still open so you do not have to hunt for them.

Until this page is approved, the answer to anything it leaves open is whatever we tell you at support@popziq.com, in writing.

Every workspace starts on Free. Free takes no card, has no trial clock behind it and cannot be bought: the product will not open a checkout for it at all. There is nothing to refund on a free workspace because nothing was ever charged.

Free is not a stripped demo. It runs the whole capture loop on a real project. What each plan holds is on the pricing page.

There are two paid plans, Starter and Growth. Both are subscriptions billed through Stripe. You are moved to a page hosted by Stripe to pay, so your card details never reach PopzIQ and we could not charge you outside that subscription even if we wanted to.

The price is shown to you before you are asked to pay. Your invoices and your payment history live in the Stripe billing portal, which you open from Settings.

Open Settings, then Billing, then the billing portal. Cancelling happens there, in Stripe, rather than on a PopzIQ screen. Only an owner or an admin of the workspace can open the portal.

You do not have to ask us first and you do not have to give a reason. There is no retention call and no cancellation form.

When a subscription is set to end, the workspace stays on the plan you paid for until the period you have already paid for runs out. Settings shows you that date before it arrives. On that date the workspace moves to Free.

It keeps its data. Cancelling is not deleting. Your contacts, forms, submissions and events are still there. You can export the whole workspace at any time, including after you cancel. The plan limits go back to the free ones, so what changes is what you can do next rather than what you already have.

The terms say the same thing: cancelling takes effect at the end of the period you have already paid for.

Still to be decided. We are not going to write a sentence here that we cannot yet stand behind.

Here is exactly what is true today. Cancelling stops the next charge. It leaves you on the plan for the rest of the period you have paid for. Nothing in the product refunds any part of that period and nothing in the product works out a part-month figure. So a refund for time you paid for and did not use is not something the software does. It is a decision a person makes.

The rule for that decision is not written down yet. If you want one for a specific charge, write to support@popziq.com and we will answer you with a decision rather than with a policy that does not exist. When the rule is settled it will replace this section.

The product never sends money back on its own. That is deliberate and it is written into the billing code: a refund is a decision about somebody's money, so it belongs to a person looking at the account, not to a background job reacting to an event.

The practical version for you: deleting a workspace does not trigger a refund, cancelling does not trigger a refund and neither does a failed payment. If money should come back, somebody here has to decide that and do it.

These are unanswered. This page will not pretend otherwise. Each one needs a decision before this draft can be approved.

• Whether a part-used month is ever refunded, worked out pro rata or simply kept.
• Whether cancelling in the billing portal ends the plan at the end of the period in every case. The terms say it does, so the portal has to be set that way and confirmed before this page states it as an unconditional rule.
• Whether an annual plan is sold at all, plus what happens to one that is cancelled part-way through the year.
• Whether there is a cooling-off window after a first payment, separate from any statutory right you have where you live. Nothing here reduces a right the law gives you.
• How quickly we answer a refund request, as a number we are willing to print.

This is a different thing and it is worth separating. If you take payments through a PopzIQ payment form, that money settles into your own Stripe account. It never passes through ours.

Refunding one of your buyers is done from your Stripe dashboard, which is where the payments, the refunds and the disputes are. The refund policy you offer them is yours to write. This page only covers what you pay us for PopzIQ.

Write to support@popziq.com. It reaches the people who build the product. Tell us the workspace name, the charge you are asking about and the date on it, which is enough for us to find it in Stripe.

If you would rather talk about the plan than about the money, the contact page says what else that inbox handles.