Refunds & cancellation

How to cancel

To stop the next monthly renewal, use the billing route identified in your receipt or email support@movesthem.com before the next renewal date and time shown in your billing record. Use the subject “Cancel subscription” and include your account email and workspace or order reference. No sales call or explanation is required. An email sent from another address may require proportionate verification.

We record email requests by the time they reach us, not when a team member reads them. Our confirmation states whether renewal has stopped and when paid access ends. If we process a timely cancellation late and another renewal is charged, we will refund that renewal, including when a provider has already started processing the debit. A request received after renewal normally stops the following renewal; refund eligibility for the charge already made follows the rules below.

For normal period-end cancellation, paid access continues until the confirmed end date. Deleting the app, signing out or no longer using the service does not cancel a subscription. If you also want account deletion, include that request explicitly.

When we provide a remedy

We review and correct duplicate charges, incorrect amounts, charges after effective cancellation, non-delivery following successful payment and material service failures we cannot reasonably resolve. Depending on the issue, a remedy may be restored access, replacement service, a credit reversal or a partial or full refund. Applicable legal rights and payment-provider obligations remain in effect.

Research credits and inconclusive evidence

A technical failure returns the credits reserved for work that did not complete. Duplicate processing and internal retries do not add charges. Requests known to be unsupported are rejected before charging. A completed evidence review may conclude that evidence is insufficient; when its charge is disclosed before execution, that conclusion is not automatically a technical failure. A failure of the wider purchased service may require a different remedy.

Change of mind and unused allowance

Cancellation does not automatically refund the current billing period. We do not automatically refund a paid period because you changed your mind, did not use your allowance or no longer need the service, except where applicable law, payment-provider terms or an expressly accepted offer requires otherwise. There is no unconditional money-back guarantee.

Request a refund

Email support@movesthem.com with the subject “Refund request”. Include your account email, order or payment reference, charge date and a short explanation. Do not send full card details, passwords or unnecessary sensitive documents. Report issues promptly so we can investigate; this process does not shorten a mandatory legal deadline.

Review and payment timing

We will review the payment and service records, explain our decision and identify any information still needed. If we decline a request, you may reply with additional evidence and ask us to reconsider. These steps do not restrict a mandatory right or deadline.

For an approved refund, we will confirm the amount, currency and the payment to which it applies. Approval, submission to the payment provider and successful completion are separate stages; we will not describe an unsuccessful or pending refund as completed. If the provider rejects or delays an approved refund, we will investigate and explain the next step.

Approved refunds normally go to the original payment method and currency. We will provide the provider’s available arrival estimate when the refund is submitted. Bank processing and issuer currency conversion can affect the arrival date and the amount shown in another currency. A provider’s standard initiation window does not remove a valid statutory refund entitlement.

Access after a refund

A full refund may end the access and unused allowance purchased by that payment. A partial refund affects only its identified scope. Correcting a duplicate charge does not remove access covered by the valid payment. Account deletion is separate, and required billing, contract or security records may remain subject to the applicable retention rules.

Your rights and billing disputes

We cooperate with legitimate billing disputes. A disputed payment is not by itself proof of misuse, and this policy does not prevent lawful bank or payment-provider remedies. A provider’s technical refund window does not itself limit mandatory rights. Any separately accepted agreement applies within its stated scope.