Refund & Cancellation Policy

A new account can start with a 14-day free trial, or buy a plan right away. During a trial you can choose a plan at any time, and buying one ends the trial. The trial takes no credit card, so nothing is charged until you choose a plan. If the trial ends before you choose one, collection stops until you do.

Cancel at any time from your Plan page, or by emailing hello@spruce-aeo.com. Cancellation takes effect at the end of your current billing period:

• You keep full access until that period ends.
• You are not charged again.
• Canceling is free.
• What stays. Your businesses, questions and every answer collected for them stay exactly as they are; canceling only stops collection.
• What happens to your data. Collected answers are kept while your plan runs, and for twelve months after it ends. After that we remove them. Your businesses and their questions stay, so coming back picks up where you left off rather than starting again. Your account is kept until you delete it.

Canceling stops future charges; a refund returns money already paid.

Monthly subscriptions are billed in advance and are not refunded for a partial month, because canceling already stops the next charge and you keep the period you paid for. The exceptions in section 5 still apply.

An annual plan gives twelve months for the price of ten. If you cancel one before the year is up, we refund what you paid less the months you have used, charged at that plan’s monthly price — not at one twelfth of the annual price.

On the $79 plan, an annual subscription is $790. Cancel in month two and two months have been used at $79, so $158 is retained and $632 is refunded.

That arithmetic reaches zero at month ten, because ten months at the monthly price is the whole annual price. After month ten an annual plan has no refund left. The two free months are what you get for staying the year.

Your refund is the full amount. We absorb any processing and merchant-of-record fees.

• Service failure. If a significant part of the Service was unavailable or not working for an extended period during a billing period, we refund or credit that period pro rata.
• Billing error. If you were charged incorrectly, charged after canceling, or charged more than once, we refund the incorrect amount in full.
• Accidental renewal. If a subscription renewed unintentionally and you have not meaningfully used the Service in the new period, contact us within 14 days of the charge and we will refund it.
• Discontinuation. If we discontinue the Service, we refund any prepaid period you cannot use, pro rata.

The free check costs nothing and is separate from any plan, so there is nothing to refund.

Email hello@spruce-aeo.com from the address on the account, saying which charge you would like refunded. We aim to reply within two business days.

Because Stripe is the merchant of record for purchases of the Service, approved refunds are processed by Stripe back to your original payment method and typically appear within 5–10 business days depending on your bank. Stripe may also issue a refund directly in some circumstances, and their buyer terms apply alongside this policy.

If a charge looks wrong, email us first: we can usually put it right faster than a bank dispute.

This policy is in addition to, and does not limit, any refund or cancellation rights you have under applicable consumer law, including the statutory right of withdrawal available to consumers in the UK and EU. Where Stripe applies a regional cooling-off period as merchant of record, that applies too.

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