Refunds and cancellation

Monthly subscriptions bought through the product. Enterprise plans are governed by their own written order. Terms used here have the meaning given in the Terms of Service.

Nothing is charged during a trial and no payment instrument is taken, so there is nothing to refund. When the trial ends you either choose a plan or the workspace is suspended, as clause 4 of the Terms describes.

An administrator can cancel at any time from the organisation screen, or by email to hello@corepilott.com from the account address. Cancellation takes effect at the end of the month already paid for: your workspace keeps working until then, no further charge is made, and the 30-day export window in the Terms begins when access ends.

A month, once billed, is not refunded in part. That includes cancelling mid-month, moving to a lower plan, seats that went unused, and users who were disabled after the billing date. We do this so that nobody is charged more than the price on the pricing page, and nobody pays for the administration of small refunds.

• A billing error. If we charged the wrong amount, charged twice, or charged after a cancellation had taken effect, we refund the difference in full.
• An outage on our side. If the Service is unavailable for more than [to fill: N] consecutive hours in a billing month, for a reason within our control, we refund that month’s fee in proportion to the hours lost, or credit it against the next month, at your choice. Unavailability caused by your network, your provider, planned maintenance we announced, or events beyond our reasonable control does not count.

A refund is made to the payment method the charge came from, and a GST credit note is issued against the original invoice.

Email hello@corepilott.com from your account address within 30 days of the charge, with your workspace name, the invoice number and what went wrong. We reply within 7 working days. If we agree, the refund is issued within 10 working days of that reply; how long it then takes to reach you depends on your bank or card issuer.

Please write to us before raising a dispute with your bank. A chargeback on a charge that was correct under the Terms may lead to the workspace being suspended until it is resolved.

When this policy changes we update the effective date above and give 30 days’ notice by email for anything that reduces what you can claim.