Refund Policy

When a Reconciler invoice is paid, the money stays paid. Idle weeks, lines left unmatched and a change of heart do not change that. We only reverse a charge in one of three billing situations set out below, and our workspace logs and the payment trail both have to back it up.

What the subscription covers

Reconciler is sold monthly or yearly, and each plan carries the connected accounts, transaction volume and features shown on the pricing page. The fee keeps the platform open to your finance team for the period. It does not rise or fall with the number of statements imported, payouts matched or month ends closed, and the period begins in full on its billing date.

Starting a subscription asks us to switch the service on at once. Where a statutory withdrawal or cooling-off right might otherwise exist, you accept that it lapses as soon as the service begins at your request.

When a charge can be reversed

Duplicate billing. A fault in our billing collected two payments for one period.

A card used without your consent. The charge is reported to us within 14 days, and the workspace history and transaction data show the purchase was not yours. A statement by itself does not decide it, and we may request the reference of the fraud report you lodged with your card issuer.

A platform-wide outage. A fault we confirmed on our side made all of Reconciler unusable for a continuous period, it was reported to us while it lasted, and we did not resolve it. Slow imports, one connector being down, or problems with your bank, processor, ledger, device or network do not qualify.

Any reversal is limited to what was paid for the period in question and returns only to the card that was billed. It ends our liability for that charge and does not create a right to a further refund.

What we do not refund

• A match rate below your expectations, exceptions that needed a human look, or a close that ran longer than planned.
• Bank feeds, processor accounts or ledger links on your side that were revoked, expired, throttled or granted the wrong scopes.
• Statements or exports that were partial, in a layout we do not parse, or from an account other than the one connected.
• A billed month or year in which no reconciliation was run.
• A renewal you meant to stop, stopped too late, or that cleared after earlier declines.
• Treating the plan as a single payment, although pricing, checkout, the receipt and workspace settings all describe automatic renewal.
• A connector, report or feature missing from the pricing page.
• Choosing the wrong plan, billing term or number of seats.
• Time left in a period after cancellation, which is never converted to credit.
• Actions by anyone holding your sign-in, an outside bookkeeper included.

Stopping renewal

Each plan renews by itself until it is cancelled in workspace billing settings, which takes no email and can be done whenever you like. Every future renewal stops immediately, the workspace stays usable until the paid period ends, and cancellation is not treated as a refund request.

A new period becomes payable the moment it starts. If the card declines, the balance is still due and our payment operator retries it over the next days, always against the same open invoice, never as an additional charge. Cancelling during those retries prevents later periods but leaves the current one owed, and it is not refunded once collected. Cancel before the renewal date in billing settings to avoid another charge.

How to request a refund

Send an email to [email protected] from the workspace owner's address, at most 14 days after the charge, and include the charge date, the amount and the exception you are relying on. Late requests and requests made through other channels are not reviewed. We reply in the order received with no guaranteed turnaround, and refusals are final.

Evidence and bank disputes

Opening a workspace binds you to our Terms of Service, this policy among them, and to our Privacy Policy. Per subscription we retain when it was purchased, which plan and amount appeared at checkout, your agreement to the terms, the emails we sent and a timeline of workspace events (sign-ins, connected accounts, imports, reconciliation runs), each with its technical metadata. The payment operator keeps a separate trail for every charge, covering the issuing country of the card, the payment origin and whether 3D Secure was passed.

Claims of unauthorised charges are judged against these logs. Going to your bank with a chargeback before writing to us breaks the Terms of Service: the workspace is closed for good and the logs are sent to your card issuer.

Charges before this policy

Anything billed before October 14, 2026 stays under the refund terms published at the time it was billed.