01 — Prepaid, 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.
02 — 14 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.
03 — Goodwill, 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.
04 — Our 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.
05 — Credits and renewals
Monthly plan credits reset at each renewal and 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.
06 — Leaving is easy
Cancel anytime, from inside the product — the billing page has a Cancel control, and that click files the cancellation with PaceHaus. 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.
07 — Contact
Anything about a charge: hello@pacehaus.com — a person answers, usually the same day.