# Tarkle refund policy

Which Tarkle payments are refundable, how to report a billing error, and what cancelling does to your access.

This article explains when a Tarkle payment can be refunded, how to report a billing error, who can cancel a subscription and what cancelling does. The Free plan costs nothing and needs no credit card.

## Payments that are not refundable

Tarkle payments cannot be refunded once they are processed, except where the law requires a refund. This covers:

- Monthly and annual subscriptions
- Renewals
- Upgrades
- Storage purchases
- One-time purchases
- Reseller subscriptions

For reseller plans, a setup fee cannot be refunded once onboarding work has started, unless your order says otherwise.

## Billing errors

Contact us promptly through the Tarkle support chat if you see a duplicate charge, multiple payments, a technical billing failure or a charge you did not authorize. A duplicate charge or billing error is refunded or corrected once we confirm it.

## Chargebacks

Contact us before filing a chargeback so we can fix the problem. A chargeback for a valid charge may lead to suspension of your account.

## Who can cancel

Billing belongs to your organization, not to a workspace. Only the organization owner can cancel a subscription, buy a plan or open the **Actions** menu. Organization admins can open the **Billing** page and **Invoices** and see the plan and its subscriptions, but they do not see the **Actions** menu, and the **Invoices** page is read only for them. Team members cannot open **Billing**.

## How to cancel

Only the organization owner can cancel. For the cancel steps on their own, see [How to cancel a Tarkle subscription](https://tarkle.com/help/billing-subscription/how-to-cancel-a-tarkle-subscription).

1. **Open Billing.** Open the **Billing** page of your organization.
2. **Open the Actions menu.** In the **Active subscriptions** table, click the **⋯** button in the **Actions** column on your plan's row.
3. **Click Manage.** This opens the billing portal for your plan.
4. **Cancel the subscription.** You can cancel at any time in your account settings. Follow the steps in the billing portal to cancel the subscription.

**Manage** appears on a plan that is billed through the billing portal and has not been canceled. A plan with **Contact Tarkle** instead is managed by Tarkle. Click **Contact Tarkle** to open the Tarkle support chat and ask for the change.

## What cancelling does

Cancelling stops future renewals. Your paid access continues until the end of the paid period. After you cancel, the **Billing** page shows **Ends on** with that date, and the **Renewal date** column of **Active subscriptions** shows **Ends** with the same date. A payment that was already processed is not refunded.

When a paid plan ends, it moves to the Free plan at the end of the paid period. If your content is over the Free limits, you will not be able to upload new files. You can still download your files for 30 days. After that, we may delete content above the Free limits, newest uploads first, unless you upgrade or reduce your usage first. We will email you before any deletion. These rules are set out in the Terms of Service.

To go back to a paid plan, see [How to upgrade your organization from Free to Pro](https://tarkle.com/help/billing-subscription/how-to-upgrade-from-free-to-pro).

## Related articles

- [How to cancel a Tarkle subscription](https://tarkle.com/help/billing-subscription/how-to-cancel-a-tarkle-subscription)
- [How to upgrade your organization from Free to Pro](https://tarkle.com/help/billing-subscription/how-to-upgrade-from-free-to-pro)
- [Tarkle plans and pricing](https://tarkle.com/help/billing-subscription/tarkle-plans-and-pricing)

Source: https://tarkle.com/help/billing-subscription/tarkle-refund-policy