This policy explains how refunds, cancellations and billing issues work for Threadesk subscriptions and AI credit purchases.
1. Overview
Threadesk is a paid business record-keeping service. You can start on the free plan to see how it works before paying. Paid plans and credit packs are billed through our payment providers, Paystack and Flutterwave. This policy applies to charges made directly by Threadesk.
2. Subscription payments
Paid plans are billed in advance for the period shown at checkout. The price, billing period and renewal date are shown before you pay and in your account.
3. Cancelling
You can cancel at any time from your account. Cancellation stops future renewals. You keep access to paid features until the end of the period you have already paid for.
4. Automatic renewals
Subscriptions renew automatically at the end of each period until cancelled. Cancel before the renewal date to avoid the next charge. We do not usually refund a renewal you forgot to cancel, but contact us within 7 days and we will review it fairly.
5. AI credit purchases
Credits you have already used are not refundable. Unused credits from a recent purchase may be refunded on request within 7 days of purchase, at our discretion, as long as they have not been used.
6. When refunds may be granted
We may issue a full or partial refund when:
- You were charged twice or charged an incorrect amount.
- A technical fault on our side stopped you using a paid feature and we could not fix it in reasonable time.
- You were charged after a cancellation that was made correctly and in time.
- Applicable law requires a refund.
7. Not eligible
Refunds are generally not available for:
- Periods of use already provided.
- Credits already used.
- Accounts closed for breaking the Terms.
- Dissatisfaction caused by third-party services outside our control.
8. Fraud prevention
We may decline or reverse refunds, and suspend accounts, where we detect fraud, abuse or repeated refund requests designed to take advantage of the Service.
9. Chargebacks
Please contact us before raising a chargeback with your bank or card issuer. We can often resolve billing problems faster directly. Accounts with unresolved chargebacks may be suspended while we investigate.
10. How to request a refund
Email us from the address on your account with the date and amount of the charge and the reason for your request.
11. Approved refunds
Approved refunds go back to the original payment method. Timing depends on your bank or payment provider, and usually takes 5 to 10 business days.
12. Changes to this policy
We may update this policy. The version in force when you paid is the one that applies to that payment.
13. Contact
Questions about billing or refunds: