The short version
If you buy a paid plan and it is not what you needed, email support@limepipe.io within [[REFUND WINDOW — 14 DAYS? — TO BE CONFIRMED]] days of the charge and we will refund it in full — no questions, no forms. After that window, subscriptions run to the end of the period you have already paid for and then stop when you cancel. You can cancel any time, and you keep your documents.
The rest of this page is the detail behind that paragraph: how to cancel, what happens to your files afterwards, the handful of situations where a refund is not available, and how long a refund takes to appear.
This policy forms part of the Terms of Service and does not limit any refund or cooling-off right you have as a consumer under the mandatory law of your own country.
The refund window
The window length, whether it applies to annual plans, and whether it is once-per-customer are commercial decisions, not drafting choices. Payment providers compare this page against what you actually do, so set numbers you will honour.
- No-questions window
- [[REFUND WINDOW — 14 DAYS? — TO BE CONFIRMED]]
- Applies to
- [[FIRST PURCHASE ONLY, OR EVERY PURCHASE? — TO BE CONFIRMED]]
- Annual plans
- [[ANNUAL REFUND TERMS — TO BE CONFIRMED]]
- Free trial
- [[TRIAL LENGTH / WHETHER A TRIAL EXISTS — TO BE CONFIRMED]]
No-questions period
Within [[REFUND WINDOW — 14 DAYS? — TO BE CONFIRMED]] days of a charge, you can ask for a refund of that charge for any reason at all. You do not have to explain, and we will not try to talk you out of it. We would rather know what went wrong, but telling us is optional.
After the window
- Monthly plans. Cancel at any time. Your plan stays active until the end of the billing period you have paid for, and you are not charged again. We do not refund part-months by default.
- Annual plans. [[PRO-RATA REFUND ON ANNUAL PLANS? — TO BE CONFIRMED]] The drafted position is a pro-rata refund of complete unused months if you cancel more than [[REFUND WINDOW — 14 DAYS? — TO BE CONFIRMED]] days in.
- If we are at fault. If the Service is materially broken or unavailable for an extended period, or we remove a feature your plan depended on, you can have a refund for the affected period regardless of the window. Just tell us what happened.
- If we discontinue the Service. We refund the unused portion of any prepaid period in full.
How to cancel
Two routes, both of which work at any time:
- In the app. Open Settings → Billing and choose "Cancel subscription". Cancellation is immediate to arrange and takes effect at the end of the period you have paid for. [[EXACT IN-APP PATH — CONFIRM AGAINST SHIPPED UI]]
- By email. Write to support@limepipe.io from the address on the account and ask us to cancel. We will confirm in writing.
We do not require a phone call, a retention interview, or notice period. There is no cancellation fee.
You will get an email confirming the cancellation and the date your access ends. If you do not receive it within one business day, assume something went wrong and email us.
Pausing instead
[[PAUSE OPTION AVAILABLE? — TO BE CONFIRMED]] If a pause feature exists, describe it here; if not, delete this heading before publishing.
What happens to your data
You own the documents you generate — that is stated in the Terms — so cancelling must never mean losing them.
- Before you cancel, you can download everything at any time in normal file formats (XLSX, DOCX, PPTX, PDF, CSV). Nothing is locked to us.
- After cancellation, your account moves to a read-and-export state for [[EXPORT WINDOW — 30 DAYS? — TO BE CONFIRMED]] days. You can sign in and download your files, but not generate new ones.
- After that window, your content is deleted from our live systems within [[DELETION TIMELINE — TO BE CONFIRMED]], and is purged from backups as those backups roll over.
- Immediate deletion. If you would rather we delete everything straight away, email support@limepipe.io and say so. That is irreversible.
- Billing records are kept for as long as tax law requires, even after deletion of your content. See the Privacy Policy.
If you resubscribe within the export window, your workspace comes back as it was.
When a refund is not available
There are a small number of situations where we will decline. We would rather list them plainly than hide them.
- Outside the window, with no fault on our side. Ordinary change of mind after [[REFUND WINDOW — 14 DAYS? — TO BE CONFIRMED]] days on a monthly plan.
- Accounts terminated for breach. If we terminate an account for a material breach of the acceptable use rules — fraud, abuse, or attacks on the Service — fees are not refunded.
- Repeated refund cycling. Refunding, resubscribing and refunding again to use the product without paying for it.
- Third-party charges. Anything you paid to someone else — an app store, a reseller, or a bank fee — has to be refunded by them, under their policy.
- Dissatisfaction with AI output alone is not on this list. If the documents are not good enough for you, that is a legitimate reason to ask for your money back inside the window.
Please email us before asking your bank to reverse a payment. A chargeback costs us a fee and locks the funds for weeks, whereas a refund we issue ourselves is usually faster for you. We will refund a valid request without argument. Accounts with an open chargeback may be suspended until it is resolved.
How to request a refund
Email support@limepipe.io with the subject line "Refund request" and include:
- the email address on the account;
- the date and amount of the charge, or the invoice number;
- optionally, what went wrong — helpful, never required.
| Stage | Expected timing |
|---|---|
| We acknowledge your email | Within [[1 BUSINESS DAY? — TO BE CONFIRMED]] |
| We decide and tell you | Within [[5 BUSINESS DAYS? — TO BE CONFIRMED]] |
| We issue the refund | Same day as the decision |
| Money reaches your account | Typically 5–10 business days, set by your bank and card network, not by us |
Refunds go back to the original payment method. We cannot send a refund to a different card or account. Refunds are issued in the original currency; if your bank converted it, exchange-rate movement between charge and refund is outside our control.
If we decline a refund we will tell you why, in writing, and you can ask us to look again.
Your statutory rights
Nothing on this page reduces any right you have under consumer law where you live — including any cooling-off period for distance contracts, and any right to a remedy if the Service is not as described.
Consumer refund law differs sharply between the UK/EU (14-day distance-selling cooling-off, with rules about digital content supplied immediately), the United States (largely contractual), and India (Consumer Protection Act and RBI rules where Razorpay is used). [[STATUTORY REFUND WORDING — PENDING LEGAL REVIEW]]
Questions
See also the billing section of the Terms and the Contact page, which will list who you are contracting with once the legal entity is confirmed.