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6.5 Requesting a Refund

Refunds are handled by request. There's no self-service refund button in Tangible Cloud or the Stripe customer portal; you file a support ticket, and approved refunds are processed through Stripe back to your original payment method.

Don't confuse a refund with a cancellation: canceling a subscription is self-service and stops future charges (see Canceling a Subscription), while a refund returns a payment that has already been made. Canceling never returns money on its own.

Refund policy​

New purchases can be refunded in full within 14 days of the purchase date. To be eligible:

  • The request must be made fewer than 14 days after your purchase.
  • The purchase being refunded must not include any pre-order or store credit.
  • Only regular-priced items can be refunded; sale items can't.
  • Partial, split, or upgrade payments (see Upgrading a License Tier) can't be refunded.
  • Creator's Club and bundle subscriptions can't be refunded.
  • Let the support team know what didn't work for you, and allow them to attempt to resolve the problem first.
  • You must agree to deactivate and uninstall the refunded plugin from every site using it.

Renewal payments can be refunded if the request is made fewer than 14 days after the renewal charge. Renewal refunds are subject to a 5% payment processing fee, deducted from the refunded amount.

If you'd rather avoid the renewal situation entirely, cancel ahead of time: cancellation is free, self-service, and your license keeps working until the end of the period you've already paid for.

How to request a refund​

  1. File a support ticket with a subject like "Refund request: [product name]" (see Filing a Support Ticket for a walkthrough of the form).
  2. In the Message, say which purchase or renewal you want refunded and what didn't work for you. Linking the ticket to the relevant License key ID helps the team find the right subscription quickly.
  3. The team reviews the request against the policy above. Approved refunds are issued through Stripe to your original payment method, and typically appear on your statement within 5–10 business days depending on your bank.

Exchange-rate differences between the time of purchase and the time of refund, and any bank or transaction fees involved, aren't covered.

What happens after a refund​

A refund ends the service the payment was for:

  • The associated subscription is canceled and the license is deactivated.
  • Sites using the license lose access to plugin updates, and gated plugin features may be restricted, on their next check-in — the same downstream effects as an expired license (see Expired and Past-Due Licenses).
  • Sites checking in against a refunded license may see the LICENSE_REVOKED error code (see License Error Codes).

Chargebacks and payment disputes​

If you believe a charge is incorrect, or you want a payment returned, contact support before opening a dispute (chargeback) with your bank or card issuer. A refund under this policy reaches you faster than a bank dispute, and for renewals it costs you only the processing fee described above.

Once a payment is disputed, the funds are held by the card networks and Tangible is no longer able to issue a voluntary refund for that charge. Licenses and subscriptions associated with a disputed payment are suspended while the dispute is open.