Refunds and cancellation

The short version

Within 14 days of the first payment of a plan, monthly or yearly, you can have the whole payment back, and the same after every yearly renewal. This is for everyone, wherever you live, and you do not need to give a reason. This money-back guarantee can be used once per account.
A monthly renewal is not refunded, and after 14 days no payment is, in part or in full, unless the fault is ours: an outage or a defect that stopped the service doing what it promised. If you live in Canada, a yearly plan you cancel after its renewal gets the unused part of that year back.
Cancelling stops the next renewal. Your plan keeps running to the end of the month or year you paid for.
When a plan ends, nothing you saved is deleted and nothing you set up stops going out. Your account moves to Kept, where only new things are limited to what the Free plan allows.
A payment taken after a death is always refunded.

Paid plans are not on sale yet, so nobody has been charged. This is the policy that applies from the first payment.

Money back within 14 days

Paid plans are sold by the month or by the year and renew for another month or year until you cancel. Within 14 days of the first payment of a plan, whether you pay monthly or yearly, you can ask for the whole payment back. A yearly plan gets the same 14 days again after every yearly renewal. It does not matter where you live or why you ask. This money-back guarantee can be used once per account.

The time is counted from the day the payment was taken to the day you ask. A request that reaches us in time is honoured however long it takes us to answer it.

After 14 days, and monthly renewals

Once 14 days have passed since a first payment or a yearly renewal, we do not refund the rest of the month or year, in part or in full, with one exception. If you live in Canada and cancel a yearly plan after its renewal, we refund the unused part of that year, the days left after the day you cancel out of the days of that year, within 15 days, and the plan ends that day. A monthly renewal is not refunded: each one pays for one more month, and you can cancel before the next one at any time.

The exception is when we failed you. If an outage or a defect on our side stopped the service doing what it promised, write to us: we refund part or all of that payment.

Gift codes

Gift codes, when we sell them, are paid for once and give someone a plan for a year. Within 14 days of buying a gift, and only while the code has not been redeemed, the person who bought it can have the whole payment back. That counts as the one money-back guarantee of the buyer's account. Once a code has been redeemed it cannot be refunded, even within 14 days, because the person who received it has started the plan.

A code has to be redeemed within 12 months of being bought. A code that nobody redeemed in that time is not refunded, but we write to the buyer 30 days before it stops working. While a refund is being asked for, the code cannot be redeemed, and a refunded code stops working. Outside these rules a gift is refunded only when the fault is ours, as for any payment.

How to ask for a refund

Write to us from the e-mail address on your account and tell us which payment you mean. A person reads every request.

Our payment provider, Paddle, sells the paid plans as the seller of record. It took your payment, so it is Paddle that pays the money back, to the card or account you paid with. How soon it shows on your statement depends on your bank. You can also contact Paddle directly from the receipt it e-mailed you.

With an account, ask in it. A person reads every request there: ask for a refund in your account.

If you have no account, or cannot sign in, use our contact form: write to us about a payment.

Or write to [email protected].

Cancelling

You can cancel at any time: in your account under Settings, then Subscription; in our payment provider's billing portal, linked from the same page; or from the link in the e-mails Paddle sends you. Cancelling stops the next renewal. Your plan keeps running to the end of the month or year you paid for, and until then you can change your mind and keep it.

Cancelling does not refund anything by itself. Within 14 days of your first payment, or of a yearly renewal, the cancel screen in your account offers the whole payment back, and choosing it ends the plan once our payment provider confirms the refund. It never offers one for a monthly renewal. If you live in Canada and those 14 days after a yearly renewal have passed, it offers the unused part of that year instead, and choosing it ends the plan at once. For any other payment still within its 14 days, ask for a refund as described above. It is offered once per account.

What happens to your account

A plan ends when a cancelled plan reaches the end of the month or year it was paid for, when we refund the payment for the month or year in progress (the refund ends that plan at once), or when a renewal could not be charged within 14 days. During those 14 days nothing changes: our payment provider tries the card again, and we send you no more than 3 e-mails about it, never a text message or a call.

When a plan ends, your account moves to Kept. Nothing is deleted. You can still read, change, export and delete everything you saved, and every feature your plan had stays open for what already exists. Everything you set up still goes out as you set it: your letters and the people who receive them, multi-signature rules, emergency access and your memorial page. Only new things are limited to what the Free plan allows. Paying again restores the plan at once.

If the account holder has died

While a possible death is being checked, we charge nothing, send no billing e-mail and change no plan; the renewal waits. Once a death is confirmed, the account is never charged again.

Every payment taken on or after the day the case about the death was opened is refunded automatically, without anyone having to ask. If a payment was taken between the death and that day, the family can write to us about it. The family's access to what was left for them never costs anything.

Deleting your account

Deleting your account cancels your plan at once, so nothing more is charged, even during the grace period in which you can still change your mind. It does not refund anything by itself: if your last payment was the first payment of your plan or a yearly renewal, less than 14 days ago, write to us and we will refund it.

If we close

If Humanful ever shuts the service down, we refund the unused months of every yearly plan, pro rata, through Paddle, and we give at least 90 days' notice by e-mail, as the Terms of Service say.

Terms of Service, section 10