Refunds, cancellations & downgrades

This policy covers Gatherdesk workspace subscriptions, staff-seat charges and prepaid AI credit. It does not set refund rules for products, bookings or services that a business sells to its own customers through Gatherdesk.

For purchases processed by Paddle, Paddle is the merchant of record and its Buyer Terms and Refund Policy also apply. Mandatory legal rights take priority over any restriction described here.

A confirmed downgrade takes effect at the end of your current paid period, on the date shown in Billing & plan. You retain the features and team capacity of the plan already paid for until that date. The lower plan’s services, seat allowance and price apply to the following period.

A voluntary downgrade does not create a prorated refund, cash repayment or credit for unused time in the current paid period. Changing your plan does not retrospectively change the price of a period already paid for. This does not restrict a refund or remedy required by applicable law or available under Paddle’s applicable terms.

Review the future plan’s included staff seats, any extra-seat charges and the recurring total before confirming. A plan change does not delete your customer records or conversation history.

Turning off automatic renewal prevents future scheduled renewal charges once the cancellation is confirmed. It does not end access to a period you have already paid for. Your workspace’s paid-through date is shown in Billing & plan.

Cancel before the next charge is processed. Cancellation is not itself a refund request and does not reverse a completed payment. If a charge has already been processed, use the refund-request route below so the transaction can be reviewed.

Saving a payment method does not, by itself, authorise a new recurring subscription. Review and confirm the automatic-renewal agreement, amount and next charge date when enabling it.

Before adding staff seats or upgrading, Gatherdesk shows the amount due, the covered dates and the future recurring total. Extra capacity may be charged for the remaining time already covered by your subscription, including prepaid future periods.

Removing a user does not automatically cancel a purchased staff seat or refund its unused time. Review your future seat allowance and renewal total in Billing & plan. Where a reduction is scheduled, its effective date is shown before confirmation.

AI credit is purchased separately from your workspace subscription. Review the credit amount, payment total and any applicable tax before confirming. A successful checkout screen alone does not add credit; the payment must be verified.

Managed AI usage is charged against your credit at the provider’s token cost plus a 30% service charge, using the model rates and currency conversion recorded for that request. Usage records show the resulting charge. Generated responses can consume provider usage even if delivery is delayed or the conversation is taken over by a team member.

An AI top-up does not enable automatic top-ups or change your subscription renewal agreement. A plan change does not erase your remaining AI credit. Using managed AI requires an eligible paid workspace and available credit; your team can continue handling conversations when the AI balance is exhausted.

Contact support to review an AI-credit payment, unexpected usage or a refund request. Any approved payment refund is reconciled against the associated credit balance. This section does not limit mandatory legal rights or Paddle’s applicable terms and refund policy.

If you believe a payment is duplicated, incorrect, unauthorised or affected by a material service problem, contact support with your workspace name, transaction reference and a description of the issue. Do not send a full card number, security code or bank-login details.

For a Paddle payment, use the support or transaction-management link in your receipt, or visit Paddle’s buyer support service. Paddle reviews and processes eligible card refunds under its terms and applicable law. Any approved refund is normally returned through the original payment method where possible.

For a bank transfer paid directly to Gatherdesk, contact Gatherdesk support so the payment can be reconciled and any refund entitlement assessed. A transfer report alone is not proof that funds were received.

Nothing in this policy removes mandatory consumer rights, applicable withdrawal rights or remedies for a defective or misdescribed service. Eligibility depends on the purchase, customer status and applicable law. Paddle may also approve a refund under its own applicable policy.

The voluntary-downgrade rule above does not prevent you from requesting review of a payment or exercising a legal right. Keep a copy of the policy and payment terms presented when you purchase.