Refund and cancellation policy

Every new workspace gets 7 days with Starter limits, and you don't need a card. You can judge Upthread before any money changes hands. When the trial ends, discovery, tracking and drafting pause until you choose a plan; your brands, threads and drafts stay in the workspace.

If you choose a plan during the trial, the days left carry over. Dodo Payments saves your payment method at checkout and takes the first payment only when the trial ends. Cancel before then and nothing is charged.

Any payment for a plan, the first one or a renewal, monthly or annual, is refunded in full if you ask within 7 days of that payment and the workspace hasn't materially used the paid plan since. Outside that window we don't refund the unused part of a billing period.

To ask for a refund, email [email protected] from the address on your account and name the workspace. A full refund returns the whole payment, tax included.

• Cancel at any time from Billing in your workspace: Manage billing opens the customer portal of Dodo Payments, our payment provider.
• Cancelling stops future renewals. If you cancel at the end of the billing period, your plan keeps running until the end of the period you have paid for.
• You can undo a cancellation from the same portal until the period ends.
• After a plan ends, your brands, threads and drafts stay in the workspace, and you can choose a plan again at any time.

When you switch plans, Billing shows what you pay before you confirm. An upgrade or a downgrade starts a new billing period at once: you pay the new plan's price, minus a credit for the unused time on your current plan. If the credit is larger than the new price, the rest goes toward your next payments; plan credits are not paid out as refunds. Switching during a trial charges nothing until the trial ends.

If you were charged twice, or charged by mistake, tell us and we refund the extra charge in full, even after the 7 days. Our payment provider lets us refund a payment for up to 30 days after it was made, so please write as soon as you notice.

Payments for Upthread are processed by Dodo Payments as our merchant of record: it sells you the plan, collects any sales tax, VAT or GST, and issues your invoices and receipts. You ask us for a refund at [email protected]; once we approve it, Dodo Payments returns the money to the payment method you paid with and emails you a receipt. When it shows on your statement depends on your bank.

If something about a charge looks wrong, please write to us first. We can usually sort it out faster than a chargeback.

Questions about billing or refunds go to [email protected]. See also our terms, privacy policy and pricing.