Refunds and the 14-day right to cancel

The first 14 days

If you subscribed within the last 14 days you can end the subscription immediately and get the unused part of what you paid back. You do not need a reason, and you do not need to ask us.

Open Settings → Billing → Cancel. The dialog offers two endings:

• End on your renewal date — you keep the plan until the period you have paid for runs out, and nothing is charged after that.
• End now and refund — the plan stops today and the unused portion goes back to your card.

The second only appears while you are inside the 14 days. It shows the exact amount before you confirm.

How the amount is worked out

You keep the part of the plan you have used and get the rest back. We measure that two ways — how much of your usage allowance you have spent, and how much of the billing period has passed — and use whichever is larger, so the calculation never works out in our favour by accident.

If you changed plan during those 14 days you paid more than once. Every payment inside the window is refunded, each with its own credit note.

The refund reaches your card in 5–10 working days depending on your bank.

Other refunds

Outside the 14 days, tell us and we will look at it. We refund without argument when:

• you were charged after cancelling;
• a charge was duplicated;
• something failed on our side.

Email support@esan.ai with your account email and the date of the charge. We usually reply within a couple of working days.

Credit notes

Every refund comes with a credit note — the document that reverses the original invoice and returns the VAT with it. You will find it in Settings → Billing under Invoices, listed as a negative amount marked Refunded, and a copy arrives by email.