Refund & Cancellation Policy

Effective 13 September 2026 · Version 2026-09-13

Plain answer first: subscriptions are paid in advance and are not refunded for the unused part of a period, and credits are not refundable. But there are real exceptions, and we don't hide behind the policy when we got something wrong.

Cancel any time

Turn off renewal in Settings → Billing, or email admin@atrovia.co. You keep full access until the end of the period you've already paid for, and you are not charged again.

No phone call, no retention script, no "are you sure" maze.

The short table

What you bought	Refundable?	Notes
Monthly subscription	No, for the current period	Cancel stops the next charge. Access continues to the period end.
Seats added mid-month	No	Charged prorated when added; removal takes effect at renewal.
Credits	No	Prepaid usage, no cash value. Spent credits are never returned.
Add-ons (Atrovia)	No, for the current period	Cancel any time, effective at renewal.
Third-party charges	Not by us	Handled by that provider under their own policy.
Setup / implementation	No, once work has begun	Refundable in full if you cancel before we start.
Billing error or duplicate	Yes	Always. Corrected and refunded in full.

Why credits aren't refundable

A credit is a prepaid right to send a message or make a call — see the Credits & Billing Terms. Once you buy a pack, we've committed to carrying that traffic and paid the carriers for the capacity.

Two consequences worth stating plainly:

Spent credits are gone, including on a message a carrier blocked. The exception is a failure on our side — if our own system drops a message, we return the credit automatically.
Purchased credits never expire while your account is open. So an unused balance isn't lost; it's waiting. That's the trade for them not being refundable.

When we do refund

We refund without argument when:

We billed you in error — a duplicate charge, the wrong plan, a seat you removed that kept billing, a rate you didn't agree to.
An automatic top-up fired against a setting you didn't make, or ran past the cap we publish.
We materially failed to deliver — a sustained outage that made the product unusable for a meaningful part of a period.
We removed a feature you were paying for during a paid period. The Agreement promises notice and a pro-rata refund if you object, and we mean it — see section 21.
You cancelled before setup work began — implementation fees returned in full.
The law requires it. Nothing here removes a right you have by statute.

Trials

If you're on a free trial, cancel before it ends and you are not charged. We email you before the first charge rather than waiting for you to notice it. A trial that converts to a paid period follows the normal policy from that point.

How to ask

Email admin@atrovia.co with your business name, what was charged and when, and what you think went wrong. We'll respond within two business days. Approved refunds go back to the original payment method, usually within 5–10 business days depending on your bank.

Raise billing questions within 60 days of the charge so we can still see the detail on our side and with our processor.

Please ask us before your bank

A chargeback automatically freezes the account while it's processed, which normally costs you more than the disputed amount. Nearly every billing dispute we see is a misunderstanding that one email resolves — often the same day.

Getting your data out

Separate from money, and unconditional. You can export your data at any time while subscribed, and for 30 days after termination we keep it available for export and will export it for you if you ask. Full detail in section 20 of the Agreement.

Your QuickBooks data stays in QuickBooks and is unaffected by anything that happens to your Atrovia subscription.

This policy is part of the End User License Agreement. Where they differ, the Agreement governs.