Refund & Cancellation Policy
Please note, by signing up to our services, you are automatically agreeing to our Refund & Cancellation Policy.
Please note this agreement is valid for all users signed up after 27th May, 2026.
Download Refund & Cancellation Policy
Refund & Cancellation Policy
01 Free Trial
We offer a free trial of up to 14 days. During the trial:
- You will not be charged
- You can cancel at any time before the trial ends with no liability
- If you do not subscribe to a paid plan by the end of the trial, your access will be limited or terminated, and your data will be available for export for 30 days
02 Subscription Cancellation
You may cancel your paid subscription at any time from your account settings or by emailing billing@cobay.com.
Cancellation takes effect at the end of the current billing month. You retain access until then.
Cancellation takes effect at the end of the current annual term. You retain access until then.
We do not provide partial refunds for unused time in a billing cycle, except as set out in Section 3.
03 Refunds
3.1 General Rule
Subscription fees are non-refundable once charged, including for partial usage, unused features, or downgrades during a billing cycle.
3.2 Exceptions
We will issue a refund (in full or in part) in the following cases:
- Duplicate or erroneous charges caused by a billing system error on our side
- Material service failure caused by Cobay that we are unable to resolve within a reasonable time, where you have given us written notice and an opportunity to fix it
- Refund required by applicable law (such as a statutory consumer protection right)
Refund requests must be sent to billing@cobay.com within 15 days of the disputed charge, with sufficient details (account ID, invoice number, reason).
3.3 No Refund for Misuse or Termination for Breach
No refund will be issued if your account is suspended or terminated for breach of our Terms of Service or Acceptable Use Policy.
3.4 Refund Timelines
Approved refunds will be processed to your original payment method within 7–10 business days of approval. The time for the refund to reflect in your account depends on your bank or payment provider.
04 Downgrades and Plan Changes
You can downgrade or upgrade your plan at any time:
- Upgrades take effect immediately and are billed on a pro-rated basis
- Downgrades take effect at the start of the next billing cycle. We do not refund the difference for the remainder of the current cycle
05 Add-Ons and One-Time Charges
One-time charges for setup, custom integrations, training, or other professional services are non-refundable once work has commenced, unless otherwise agreed in writing.
06 Data Export After Cancellation
After cancellation or termination, your Customer Data will remain available for export for 30 days, after which it may be deleted in accordance with our Privacy Policy and Data Processing Addendum.
07 Chargebacks
Please contact us at billing@cobay.com before initiating a chargeback with your bank. We will work in good faith to resolve any billing issue. Unjustified chargebacks may result in account suspension and recovery of fees.
08 Changes to This Policy
We may update this Policy from time to time. Material changes will be communicated by email or through the Services. Continued use of the Services after changes means you accept the updated Policy.