Refund & Cancellation Policy

1. Cancelling your subscription

You can cancel your subscription at any time from Settings → Billing, which opens Stripe's secure billing portal. Cancelling stops future renewals immediately; your access to your plan's full storage limit continues until the end of the billing period you've already paid for. When your subscription ends, uploading is paused and your files are kept for 30 days so you can download them or subscribe again; after that they are permanently deleted. We email you when it ends, 7 days before, and 1 day before deletion.

2. Standard refund policy

Outside of the EU/UK right described below, payments for completed billing periods are non-refundable. If you cancel partway through a billing period, you keep access until the end of that period rather than receiving a prorated refund. Changing plan or billing interval in Settings → Billing shows the exact amount first: a move up is charged right away for the rest of the current period (the unused part of your current plan is deducted) and only takes effect once paid; a move down credits the unused part to your next invoices. If a renewal payment fails, uploads keep working for 7 days while you update your card; after that uploads pause (your files are kept) until the invoice is paid. Partner $1 trial offers: you pay $1.00 for a 7- or 30-day trial with the full plan; unless you cancel before the trial ends, the full yearly price is then charged automatically and renews every year until you cancel. We email you the terms when you start and remind you before the yearly charge. The $1.00 is not refundable. The same applies to the $1.00 card check that starts the 7-day free trial and to partner “first month for $1” offers (the first month's regular price discounted to $1.00). Each card can receive only one introductory offer (a $1 first month or a $1 trial); if a card is used again, we cancel the new subscription and refund what was paid for it.

3. EU/UK 14-day right of withdrawal — a separate process from ordinary cancellation

If you are a consumer located in the European Union or the United Kingdom, you have a statutory right to withdraw from your first subscription within 14 days, for any reason. This is a distinct process from ordinary cancellation in Section 1 — use the "Exercise 14-day withdrawal right" action in Settings → Billing, not the "Manage billing" button.

When you submit a withdrawal request:

• Your subscription is canceled immediately — not at the end of your billing period — so you are never charged again while your request is reviewed.
• Any refund owed is calculated according to the legal rules that apply to your situation, which may include a proportionate deduction for service already provided if you requested (and we acknowledged) immediate performance at checkout — see Section 7 of our Terms of Service. This is not automatically a full refund of everything you've paid.
• Any refund due is issued to your original Stripe payment method.
• We will follow up by email once your refund amount has been determined.

4. What isn't covered

The 14-day withdrawal right applies to your first subscription only, not to renewal payments or plan changes made after that initial period. It is not available to accounts outside the EU/UK, which are instead covered by the standard refund policy in Section 2. The withdrawal action appears in Settings → Billing only for the workspace owner, while it applies: an active first subscription, started less than 14 days ago, with an EU or UK billing address.

5. Malware, abuse, and policy violations

If we suspend or terminate your account for violating our Acceptable Use Policy or Terms of Service, no refund is owed for the remainder of your current billing period.

6. Changes to this policy

We may update this Refund & Cancellation Policy from time to time. Material changes will be reflected by updating the date at the top of this page.

7. Contact

Questions about billing, cancellations, or refunds can be sent to support@cloudstorage.sh.