## 🔍 What Happened

Some customers who signed up for a 7-day free trial were charged immediately instead of at the end of the trial period. This was caused by a billing issue that has since been resolved — plan upgrade charges are now correctly deferred until after the free trial ends.

If you were charged during your trial and did not expect to be billed, you can request a refund. Refund requests are reviewed case by case and may be issued as a full or partial refund.



## ✅ What to Do If You Were Charged

Because refunds require action from our billing team, you cannot process this entirely on your own — but contacting us is quick and straightforward. Follow these steps:

1. **Check your payment records.** Confirm the charge amount and the date it appeared on your bank statement or card.
2. **Contact our support team immediately.** Open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.
3. **Share your details.** Let the agent know the amount charged, the date of the charge, and that it occurred during your 7-day free trial. The more detail you provide, the faster your request can be processed.

## 💰 What to Expect After You Request a Refund

Once your refund request is reviewed and approved by our billing team, here is what happens:

- **Refund amount:** Refunds are reviewed case by case and may be full or partial (for annual plans, a maximum of 50% within 72 hours).
- **Refund method:** The refund is returned to your original payment method.
- **Timeframe:** Refunds typically appear within **5–10 business days**, depending on your bank or payment provider. In some cases it may take slightly longer to reflect on your statement.

## 🛠️ Is This Issue Fixed?

Yes. Our engineering team has deployed a fix so that plan upgrade charges are now deferred to the end of the 7-day free trial rather than being collected immediately at sign-up. New customers starting a trial should no longer experience this unexpected charge.



## ❓ Still Have Questions

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.