Subscriptions, Billing and Refunds
1. What You See Before You Pay
Before we take a payment method and before you agree to anything, on the same screen and next to the button you press, we show you:
- the exact price, including any tax, and the currency
- how often you will be charged and on what date the first charge lands
- that the plan renews automatically until you cancel
- the length of any trial, the date it converts, and the amount it converts to
- how to cancel, in one sentence, with the link
- a link to this page
You then have to take a separate affirmative action to agree to the automatic renewal terms. It is never pre-ticked, never bundled into another checkbox, and never inferred from continuing to browse. Within minutes of the first charge we email you an acknowledgement containing the same information plus the cancellation link, and that email is retained so either of us can produce it later.
2. How to Cancel
One button, online, any time, no conversation. Sign in, open Billing, press Cancel Plan. It takes effect immediately for future charges. There is no retention queue, no offer you have to decline, no phone call, no form to email, and no question you must answer. You signed up online, so you can cancel online. That is the rule we hold ourselves to and it is also what California law requires.
If you would rather not use the button, email [email protected] or call (888) 888-6401. A voicemail left outside business hours is returned the same or next business day, and your cancellation is dated to when you left it, not to when we called back.
Cancelling ends future charges. It does not by itself delete your account or your data. To do that as well, see State Privacy Rights.
3. The Reminders We Send Before We Charge You
| Situation | When you hear from us | What the notice contains |
|---|---|---|
| A free or discounted trial longer than 31 days is about to convert | Between 3 and 21 days before it converts | The conversion date, the amount, and how to cancel |
| A plan with a term of one year or longer is about to renew | Between 15 and 45 days before the renewal date | The renewal date, the amount, and how to cancel |
| The price is going up | Between 7 and 30 days before the new price applies | The old price, the new price, the effective date, and how to cancel |
| Any plan, once a year | Every 12 months | What you are subscribed to, what it costs, how often you are billed, and how to cancel |
| Every individual charge | At the time of the charge | A receipt with the amount, the plan, the period covered, and the cancellation link |
Notices go by the same medium you signed up in, which for online signup means email to the address on your account. Keep it current.
4. Refunds
- Within 30 days of your first paid charge: full refund on request, no reason needed. Email [email protected].
- A charge after you cancelled: refunded in full, always, and we do not ask you to prove you cancelled. Our records show it.
- A charge you did not authorise: refunded in full while we investigate, not after.
- A feature you paid for that did not work: refunded for the affected period once we confirm the fault, which we will do from our own logs rather than asking you to prove it.
- Annual plan cancelled part way: pro rata refund of the unused whole months, unless the plan page said otherwise before you bought it.
- Everything else: we look at it and answer within 10 business days. We would rather refund a borderline case than argue about it.
Refunds go back to the original payment method within 5 to 10 business days depending on your bank. Where a state law gives you a stronger refund right than this policy, that law applies and this policy does not reduce it.
5. Trials
If a trial requires a payment method, the page says so before you enter it, states the exact date and amount of the first charge, and states that you can cancel before that date at no cost. A trial is never extended into a paid plan silently. You get the reminder in Section 3 first.
One trial per person and per household. Creating additional accounts to obtain repeat trials is a breach of the Acceptable Use Policy.
6. If a Payment Fails
We email you, we retry a small number of times over a short window, and we tell you before each retry. If it still fails we suspend paid features and keep the account open so nothing is lost. We do not add a late fee, we do not add interest, we do not send a consumer subscription balance to a collection agency, and we do not report it to a credit bureau. Banrox does not furnish any information about you to any credit bureau.
7. Price Changes
A price change applies only to periods after the notice in Section 3 has run. It never applies retroactively. If you do not want the new price, cancel before the effective date and you will not be charged it. If a change takes effect because a notice failed to reach a working email address, tell us and we will refund the difference.
8. Disputes and Chargebacks
Come to us first if you can, at [email protected], because we can usually fix it the same day and a chargeback takes weeks. But using a chargeback is your right, we will not penalise you for it, and we will not close your account for raising one. We will supply your consent record, the receipts, and the cancellation log to your bank, and we will send you the same pack.
9. The Records We Keep
For every subscription we retain the consent record, the exact terms displayed, the acknowledgement email, every receipt, every reminder sent, and the cancellation event, for at least three years after the subscription ends or one year after termination, whichever is longer. You can request your complete billing file at any time at [email protected] and we will send it free.
10. What We Will Not Do
Practices we treat as prohibited internally, not merely discouraged:
- Making cancellation harder than signing up, or routing it through a phone call when signup was online
- Pre-ticking a renewal box, or hiding renewal terms behind a link or in a footer
- Adding a product to a cart that the member did not choose
- Charging a card after a cancellation request, for any reason
- Using a countdown, a shrinking supply claim, or a warning of consequences to pressure a purchase
- Making a cancel button visually weaker than the keep button, or requiring more than one confirmation step
- Charging a fee to cancel, or a fee to speak to a human
If you encounter any of these on Banrox, that is a defect. Report it to [email protected] and we will fix it and refund you.
11. The Law This Page Sits Under
The Restore Online Shoppers' Confidence Act at 15 U.S.C. section 8401, section 5 of the Federal Trade Commission Act, the California Automatic Renewal Law at Business and Professions Code section 17600 and following as amended, and the automatic renewal statutes of other states. Where any of those gives you a stronger right than this page, that right applies. Complaint routes are at Complaints, Disputes and Regulator Contacts.