Refund and Cancellation Policy
How to cancel a Cusp subscription, your 14-day right to cancel, and when we give refunds.
Last updated
This policy is part of the Terms of Service. It doesn't affect your statutory rights.
Cancelling a subscription
You can cancel at any time, in a few clicks:
- Bought on the web or in the desktop app: web app → Account → Billing → Cancel plan.
- Bought in the iOS app: your Apple account → Subscriptions. Apple handles these payments and refunds (see below).
Cancelling stops the next renewal. Your plan stays active until the end of the period you've already paid for, then your workspace moves to the Free plan. Your data and bring-your-own-key access stay.
Your 14-day right to cancel (consumers in the UK and EU)
If you're a consumer, you can cancel a new paid subscription within 14 days of the day you bought it, for any reason, and get a refund.
Because Cusp starts working as soon as you subscribe, we'll ask you to confirm at checkout that you want the subscription to start straight away. If you cancel within the 14 days after it started:
- we refund what you paid, less a proportionate amount for the time the plan was active before you told us you were cancelling; and
- managed-gateway usage you consumed beyond your plan's included allowance is charged at the published rates, because it's a cost we pass on to model providers.
Where a yearly plan renews, or a free trial or introductory offer becomes a paid subscription, you'll have a further cancellation period where the law gives you one, and the same proportionate deduction applies.
To cancel, use the Withdraw from contract button in Account → Billing (shown for the first 14 days), or email support@cusp.run with your account email. We'll confirm your withdrawal by email straight away, with the date and time we received it. You don't need to give a reason. You can also use this model cancellation form, but you don't have to. We'll refund you within 14 days of your request, to the payment method you used.
Other refunds
| Situation | What happens |
|---|---|
| You cancel a monthly plan after the 14-day period | No refund for the current month; the plan ends at the end of the month |
| You cancel a yearly plan after the 14-day period | No refund for the rest of the year, unless the law requires it; the plan ends at the end of the year |
| We charged you in error (a duplicate charge, or the wrong amount) | Full refund of the error |
| We significantly reduce what your paid plan includes, or end it for a reason that isn't your fault | Refund of prepaid fees for the unused period |
| You cancel because of a price increase or a change to the terms that's to your disadvantage | Refund of prepaid fees for the period after the change |
| Cusp didn't work as described, wasn't of satisfactory quality or wasn't provided with reasonable care and skill | Your rights under the Consumer Rights Act 2015 (repair, a repeat performance, or a price reduction or refund) |
| Managed-gateway usage and overage | Not refundable once used, except for billing errors or outages caused by us |
| Prepaid credit, including automatic top-ups | Consumers can cancel a purchase within 14 days and get back the unused part. If you close your account, we refund unused purchased credit; deleting the account starts the refund automatically. If we close your account for a reason that isn't your fault, or stop offering the managed gateway, we refund unused purchased credit. Credit doesn't expire while your account is open |
| Welcome credit, granted credit and included allowances | No cash value and not refundable. Granted credit expires on the date we give you |
| Seats removed from a Team plan mid-period | Takes effect at renewal; no partial refund |
Purchases through Apple
If you subscribed in the iOS app, Apple processed the payment, and refunds are handled by Apple under its policies. You can request one at reportaproblem.apple.com. Your statutory rights against us are unaffected.
Business customers
The 14-day right to cancel is for consumers. Business customers can cancel at any time with effect from the end of the current billing period, and are refunded only for errors, our breach, or as set out in an order form.
Questions
Email support@cusp.run. If you've paid by card and we haven't resolved a problem, you may also be able to ask your card issuer for a chargeback.