Last updated: 27 June 2026
This Cancellation and Refund Policy explains how cancellations, renewals, downgrades, refunds, credits, and billing issues work for SimplyFeedback.
SimplyFeedback is operated by EmberPeak Studio Ltd. This policy forms part of our Terms of Service. By subscribing to a paid SimplyFeedback plan, you agree to this policy.
You can cancel your SimplyFeedback subscription at any time.
When you cancel, your subscription will not renew at the end of your current billing period. Unless required by law, cancellation does not automatically entitle you to a refund for fees already paid.
In general:
We may make exceptions where required by law, where there has been a billing error, duplicate charge, or other issue that we decide should be corrected.
SimplyFeedback may offer free plans, trials, monthly subscriptions, annual subscriptions, usage-based features, add-ons, or other paid services.
The price, billing period, renewal date, plan limits, and included features will be shown at checkout or in your account billing area.
Paid subscriptions renew automatically unless you cancel before the next renewal date.
Payments are processed by our payment and billing providers. We do not directly store your full payment card details.
You may cancel your subscription at any time from your account billing settings, if available, or by contacting us at:
Cancelling your subscription stops future renewals. It does not automatically delete your account, surveys, responses, reports, or workspace.
If you cancel, you will normally keep access to your paid features until the end of your current billing period. After that, your account may be downgraded, limited, suspended, or otherwise changed to reflect your unpaid or free-plan status.
You are responsible for cancelling before your next renewal date if you do not want to be charged again.
The fastest way to cancel is through your account billing settings, where available.
If you ask us to cancel by email or support request, we will process the request as soon as reasonably possible. Your cancellation is effective when we process it or when it is completed through the billing system.
We are not responsible for renewal charges that occur because a cancellation request was submitted too close to the renewal date for us or our billing provider to process it in time, except where required by law or where we decide there was a clear billing error.
Unless required by law, all fees paid to SimplyFeedback are non-refundable.
This means we do not usually provide refunds, partial refunds, or credits for:
Annual plans are billed in advance for the full annual billing period.
If you cancel an annual plan, your subscription will not renew at the end of the current annual billing period. Unless required by law or approved by us at our discretion, we do not provide refunds or credits for the unused portion of an annual plan.
Monthly plans are billed in advance for the monthly billing period.
If you cancel a monthly plan, your subscription will not renew at the end of the current monthly billing period. Unless required by law or approved by us at our discretion, we do not provide refunds or credits for the unused portion of a monthly plan.
If you downgrade your plan, the downgrade will usually take effect at the start of your next billing period, unless the billing page or checkout flow says otherwise.
Downgrading may reduce or remove access to features, limits, seats, storage, AI usage, reports, exports, surveys, integrations, or other functionality.
You are responsible for exporting or deleting data before downgrading if the downgrade may affect your access to that data.
Unless required by law, downgrades do not entitle you to a refund or credit for the difference between your old plan and your new plan.
If you upgrade your plan, the new price may apply immediately or from your next billing period, depending on the billing flow shown at the time of upgrade.
We may charge a prorated amount, immediate upgrade fee, usage charge, or other amount shown at checkout or in your account billing area.
If SimplyFeedback offers a free trial, discount, coupon, promotion, or introductory price, the specific terms shown with that offer will apply.
Unless stated otherwise:
If you believe you were charged incorrectly, contact us as soon as possible at:
Please include your account email address, invoice number if available, charge date, amount charged, and a short explanation of the issue.
If we confirm that there was a duplicate charge, billing error, or other incorrect charge, we will refund or credit the incorrect amount.
We work hard to keep SimplyFeedback reliable, but we do not guarantee that the service will always be uninterrupted or error-free.
Temporary downtime, bugs, delays, failed integrations, model-provider issues, AI-output issues, or feature limitations do not automatically entitle you to a refund or credit.
However, if there has been a serious service issue that materially prevented you from using SimplyFeedback, contact us and we may, at our discretion, provide a refund, credit, extension, or other remedy.
If you dispute a charge with your bank, card provider, or payment provider, we may suspend or restrict your account while the dispute is investigated.
Before filing a chargeback, please contact us so we can try to resolve the issue. If a chargeback is found to be improper or unsupported, you remain responsible for the charge and any related fees or costs to the extent permitted by law.
If a payment fails, we may notify you and give you an opportunity to update your payment method.
If payment is not made, we may suspend, limit, downgrade, or cancel your subscription. You remain responsible for any unpaid amounts owed for the period during which paid services were provided.
Cancelling your subscription does not automatically delete your account or data.
After cancellation, your account may be downgraded or limited. Some surveys, responses, reports, exports, integrations, AI features, or paid functionality may become unavailable.
You are responsible for exporting any data you need before cancelling, downgrading, or allowing your subscription to lapse.
We may retain or delete account data in accordance with our Terms of Service, Privacy Policy, Data Processing Agreement, and data retention practices.
Nothing in this policy limits rights you may have under applicable law.
If applicable law gives you a cancellation, refund, repair, replacement, repeat performance, price reduction, or other mandatory right, that right will apply despite anything in this policy.
Where permitted by law, by purchasing a paid subscription and accessing SimplyFeedback immediately, you request immediate access to the digital service and acknowledge that any statutory cancellation rights may be affected once the service begins.
For cancellation, refund, and billing questions, contact us at:
Please include the email address connected to your SimplyFeedback account and any relevant invoice or payment details.
We may update this Cancellation and Refund Policy from time to time. The updated version will be indicated by a revised “Last updated” date.
If we make material changes, we may notify you by email, through the service, or by posting an update on our website.
Portions of these Terms are adapted from the Basecamp open-source policies, licensed under Creative Commons Attribution 4.0 International (CC BY 4.0).