Refunds and Cancellation

How to cancel. You may cancel at any time, online, without having to call or speak with anyone:

• Customer Portal: open the Stripe Customer Portal, sign in with your billing email address (Stripe sends you a one-time sign-in link) and choose the option to cancel your plan. Account owners also find this link in Settings › Account in the app.
• Email: write to support@urbayconnect.com from the account owner’s or billing email address asking us to cancel. We will process your request and confirm it by email. If you write to us before your trial ends or before your next billing date and a charge is nevertheless processed for the next period, we will refund that charge in full.

When cancellation takes effect. Cancellation stops future charges and takes effect at the end of the current billing period. You keep access to the Service until the end of the period you already paid for; after that date, access to the workspace ends. If you cancel during the free trial, it takes effect at the end of the trial and you are not charged. Until that date you can undo the cancellation in the Customer Portal or by writing to us. Your data is not deleted when access ends.

Refunds. We do not automatically refund billing periods that have already started, including when you cancel in the middle of a billing period (you keep access until the end of that period). The free trial is your opportunity to evaluate the Service at no cost. The only exceptions are:

• refunds required by applicable law;
• billing errors: duplicate charges, incorrect amounts and charges made after a timely cancellation are corrected or refunded in full once confirmed;
• other exceptions that URBAY CONNECT LLC may approve at its discretion, case by case; an exception granted once does not create an obligation for other cases.

If you believe a charge is wrong, please contact support@urbayconnect.com first so we can resolve it quickly. Refunds are returned to the original payment method and may take several business days to appear, depending on your bank.

Failed payments. If a payment fails, we or Stripe will notify you by email and Stripe will retry the charge automatically. You can update your payment method in the Customer Portal. If the payment is still unpaid 7 days after the first failed attempt, access to the workspace is suspended for you and your team. Suspension does not delete your data, and we restore access once the overdue amount is paid and confirmed. If the payment is still unpaid when Stripe’s retries end, your subscription may be cancelled. A voluntary cancellation is different: you keep access until the end of the period you already paid for.

These rules are part of our Terms of Service (section 4, “Subscription, trial and billing”).