Refund and Cancellation Policy
The window, the conditions and how long the money takes to come back. Support works to this page, so you can hold us to it.
Last updated 08 September 2026 · Effective 08 September 2026
1. The short version
If a subscription is not what you expected, tell us within 15 days of the charge and we will refund it. Cancelling later stops the next renewal and leaves the current term running to its end.
2. Cancelling
Cancel at any time, from inside the application or from the customer area on the website. Cancellation stops automatic renewal. Your subscription keeps working until the end of the period you have already paid for; it is not cut short.
Cancelling takes no more steps than subscribing did, and does not require you to contact support, telephone anyone or explain yourself.
3. Refunds on purchases made through our website
We refund a charge in full if you ask within 15 days of that charge. Write to billing@ankelabs.com from the account concerned, or use the support chat in the application, and tell us the account code and which charge you mean.
We approve the refund within one business day. The money returns by the same route it arrived, which normally takes three to ten business days depending on your bank.
After 15 days we do not refund the current term as a matter of course, but we will still look at the circumstances — a charge you did not expect, a service failure on our side, or a duplicated payment is put right whenever it happened.
4. Refunds on purchases made in the App Store or Google Play
Purchases made inside our mobile applications are transactions with Apple or Google, and only they can refund them. Use the refund process in the relevant store. If the store declines and you believe the charge was wrong, write to support@ankelabs.com anyway — we can often help, and we would rather sort it out than have you fight a store on your own.
5. Duplicate and failed charges
A charge that produced no subscription, or a subscription that was charged twice, is refunded in full as soon as we can see it, whether or not you ask within any window.
6. Disputed charges and chargebacks
If you do not recognise a charge, please write to billing@ankelabs.com before asking your bank to reverse it. We can usually identify it immediately and, where it was ours and wrong, refund it faster than a chargeback would.
Where a chargeback is raised, we respond to the processor with the transaction record, the account history and this policy. Accounts subject to a chargeback are suspended until the matter is settled.
7. Organization accounts
Where an organization buys a pool of seats, the refund window applies to the organization's administrator, who is the party we contracted with, and covers the whole purchase rather than an individual seat.
8. How to reach us about a refund
Email billing@ankelabs.com or support@ankelabs.com, or telephone +1 (541) 916-1277 during business hours (Monday to Friday, 9:00–18:00 Pacific Time). Please have the account code to hand — it is the only thing we need.