Cancelling your subscription, downgrading and refunds

Cancelling your subscription

1. Open “Plan” from the menu.
2. Press “Manage subscription”; the payment provider's page opens.
3. Cancel the subscription.

You don't need to write to us to cancel. After you cancel, the “Ends on” line on the plan card shows the day the plan ends.

What happens after you cancel?

Service doesn't stop right away: your plan runs until the end of the period you paid for, the agent keeps working and you can use your credits. A cancelled subscription isn't charged for a new period.

When the period ends, the panel opens on the plan selection screen and the agent stops answering visitors. Your data isn't deleted: your agents, knowledge base, conversations and settings stay. When you subscribe again, you pick up where you left off.

If you change your mind before the period ends, you can renew the subscription from the “Manage subscription” page. Choosing another plan on the Plan page also removes the scheduled end.

Downgrading

You can move to a smaller plan without cancelling: on the Plan page, press “Downgrade” on the plan you want and confirm with “Switch plan”. The change applies at the end of the current period; the plan card shows the date and the plan you'll move to. Moving from yearly to monthly also applies at the end of the yearly period.

• Price: nothing is charged today and no credit is added; the new plan's fee is charged at the renewal at the end of the period.
• Credits: your current plan's credits stay until then. On the day of the switch the new plan's monthly credits apply, and what you've spent that month is counted against them. If you've already spent more than the new plan's credits that month, the agent keeps working on the 10% grace allowance; once that runs out, it stops until the month turns.
• Limits: agents and members over the plan's limit aren't deleted, but you can't add new ones. The agent you added to your site keeps working.

If you change your mind, press “Stay on my current plan” before the period ends; the change is dropped. To cancel your subscription while a change is waiting, press it first too.

Refunds

The subscription starts the moment you choose a plan, and the first monthly or yearly fee is charged then. A period that has started, a yearly one included, isn't refunded; instead, you can cancel and keep using the plan until the period ends. A downgrade doesn't bring a refund or a credit either: it applies at the end of the period.

If we took your payment but the service didn't work, there's no time limit: write to info@agenola.ai and we'll fix the problem or refund the fee.

Unused credits from credit packs aren't refunded. If a pack's payment is refunded, that pack's credits are taken back.

The details are in the Refund and Cancellation Policy.

A payment you didn't expect after cancelling

If you see a charge you didn't expect, check the invoice history on the “Manage subscription” page. It may be a credit pack purchase or the subscription of another of your workspaces: each workspace has its own plan and invoices. For a charge you can't explain, write to info@agenola.ai.

If you installed through Shopify

If your plan is paid through your Shopify bill, you cancel or change it in Shopify: press “Manage plan in Shopify” on the Plan page. Removing the app from your store also ends the subscription.