What comes back,and what does not.

In short · Monthly, in advance, auto-renewing. Cancel any time; access runs to the end of the paid month.

Growth and Scale are billed monthly in advance from the day you subscribe and renew automatically on the same day each month until cancelled. Starter is free and has no charge to refund. Enterprise is billed under its own agreement, which sets out its refund terms.

Cancelling stops the next renewal. The workspace keeps its paid features until the end of the month already paid for and then moves to Starter. Because you keep what you paid for, we do not refund the unused part of the current month, and cancelling on the day after a renewal does not reverse that renewal, except under the first-month guarantee below.

Downgrading from Scale to Growth takes effect at the end of the current month. You keep Scale until then and are not charged the difference back. Upgrading takes effect immediately and bills only the difference for the rest of the current month. That pro-rated charge is not refundable if you later downgrade, because the higher plan was in use for the period it covered.

Administrators can cancel, upgrade and downgrade from Settings → Billing. The screen states what will happen and when before you confirm.

If a workspace subscribes to Growth or Scale for the first time and cancels within 14 days of that first charge, we refund the charge in full, provided the workspace has not used a feature that is only available on the paid plan during that time. Paid-only features include opening a EUR or GBP named account, ordering a physical card, or making a payout at the paid plan’s fee rate.

The guarantee applies once per company. It does not apply to renewals, to upgrades from Growth to Scale, or to a workspace that has previously been on a paid plan.

We refund a plan charge in full, to the original payment method, where:

• ·The same period was charged twice.
• ·A renewal was charged after we confirmed a cancellation, or after the workspace was closed.
• ·The amount charged differs from the price shown on the pricing page or in the dashboard at the time you subscribed or upgraded, in which case we refund the difference.
• ·A price change took effect without the 30 days’ notice the terms require, in which case we refund the difference for the periods affected.
• ·The Service was unavailable for a continuous period of more than 72 hours in a billed month because of a fault on our side, in which case we refund that month on request.

Tell us within 90 days of the charge appearing on your statement. Later claims are considered case by case, but we may not be able to trace a charge after the processor’s own window has closed.

In short · Completed means paid for. Failed or returned means refunded, fee included.

The per-transfer fee and the currency-conversion margin are the price of executing an instruction. Once a payout has been delivered, or a conversion has been executed at the rate you confirmed, the fee is earned and is not refundable. That includes cases where you entered the wrong beneficiary, the wrong amount or the wrong reference, or where the beneficiary later returns the funds to you for their own reasons.

A payout leg that fails, is rejected by the receiving institution, or is returned unpaid comes back to your balance in full, including our transfer fee. Where a correspondent or receiving bank has deducted its own charge from a returned wire, we cannot refund that deduction, because we never received it.

A conversion is executed at the rate quoted when you confirm. We do not refund the difference if the market rate later moves in your favour, and we do not charge more if it moves against you.

Where we or a partner institution made a mistake in executing an instruction (the wrong amount, the wrong beneficiary from a correct instruction, or a duplicate execution), we correct it and refund any fee, and we will help recover the funds. Recovery from a third party is not always possible and can take time. Where it is not, the partner institution’s terms set out what applies.

If a transfer is cancelled before it is sent to the rail, no fee is charged. Whether a transfer that has already been sent can be recalled depends on the rail and the receiving institution. A recall fee from a partner institution may apply, and is shown before you request it.

A card transaction you want reversed (goods not delivered, a duplicate charge, an amount you do not recognise) is a dispute with the merchant, handled through the card network under the cardholder terms. Raise it from the transaction in the dashboard as soon as you see it. The network sets the deadlines, typically within 120 days of the transaction, and decides the outcome. A successful dispute credits the amount back to the card’s balance.

Card fees where they apply, such as a physical-card issuance fee, are charged when the card is created and are not refunded once the card has been produced or shipped. A card that never arrives is replaced without charge.

A card’s balance is your money, not a fee. Freezing or cancelling a card leaves its balance in the workspace, where you can spend it or withdraw it.

Blockchain transactions are irreversible once broadcast. We cannot refund, reverse or recover a withdrawal sent to an address you entered, on the network you selected, once it has confirmed. Network fees are paid to the network, not to us, and are not refundable.

A deposit of an unsupported asset, or of a supported asset on an unsupported network, is usually lost. We will attempt recovery where it is technically possible and may charge a recovery fee that is quoted before we begin. Recovery is not guaranteed.

A conversion between a stablecoin and fiat is executed at the rate quoted when you confirm, and follows the same rules as any other conversion above.

• 01Write to [email protected] with the workspace name, the date and amount of the charge, and what happened. An invoice number or transaction reference from the dashboard shortens this.
• 02We acknowledge within two business days and either confirm the refund or tell you what else we need. Most requests are decided within five business days.
• 03Plan refunds go back to the payment method that was charged, through our payment processor, and usually appear within 5 to 10 business days depending on your bank. Transfer and conversion refunds are credited to the workspace balance the charge came from.

A refund does not close your workspace or cancel your plan unless you ask for that too. If you also want to cancel, say so in the same message, or do it from Settings → Billing.

Reply to the decision and ask for it to be reviewed. A different person will look at it and answer within 15 business days. If you are still not satisfied, the complaint and dispute process in section 18 of the Terms of service applies. For a product a partner institution provides, its own complaint process and any ombudsman or regulator it answers to are also open to you.

Nothing in this policy limits any statutory right to a refund that applies in your country and cannot be excluded. Where such a right gives you more than this policy does, the right applies.

We may update this policy with at least 30 days’ notice to the workspace’s administrators. The version in force when a charge was made is the one that applies to it. The version number and effective date at the top of this page identify the current policy. Earlier versions are available on request.