How refunds and cancellations work.

01Prepaid, by design

The platform is 100% prepaid: money moves first, then the workspace exists. Seats, clients, storage and AI credits are hard caps with an upgrade prompt — we never bill overages, ever. Your bill is exactly what you chose to prepay, so there are no surprise charges to dispute in the first place.

0214 days on your first charge

New subscriptions are refundable in full within 14 days of the first charge — just email us and PaceHaus processes the refund back to your original payment method. Renewals aren't refundable, but you can cancel anytime before one bills, so you're never charged for a month you didn't want. And before you pay at all, the demo runs live on your real content — the honest trial a refund window can't be.

Refunds go back to the card you paid with, in the currency you paid: a payment in Egyptian pounds is refunded in Egyptian pounds, for the amount you paid, to the same card.

For payments in US dollars, Stripe is the merchant of record (see section 04 of the terms): its receipt and any refund notice come from Link, and you can also ask Link's support about the payment.

03Goodwill, beyond the window

Past the 14 days there's still no policy engine. If something went genuinely wrong, write to us and a person will look at it — goodwill refunds are decided case by case, on the merits.

04Our mistakes

If a charge is our error — a double charge, a renewal you'd already cancelled — tell us and we fix it promptly. Billing mistakes are ours to make right, and that isn't goodwill, it's the baseline.

05Credits and renewals

Plan credits refill every month, on yearly plans too, and unused plan credits don't roll over. Prepaid credit packs stay valid for twelve months and survive plan changes. Cancelling stops future renewals; the period you already paid for runs to its end, and unused time or credits follow the same doctrine as everything above.

06Leaving is easy

Cancel anytime, from inside the product — the billing page has a Cancel control. A card plan stops renewing straight away; for a plan PaceHaus invoices you for, the click files the cancellation with PaceHaus. Either way your subscription stops at the end of the period you've already paid for, and the workspace drops to a free read-only fallback where everything stays readable and exportable — your videos, calendars, comments and approvals leave with you. We never hold data hostage, so walking away costs you nothing but the goodbye.

07Contact

Anything about a charge: support@pacehaus.com — a person answers, usually the same day.