Cancellation & Refunds

You can change or cancel your plan whenever you like. This page covers how cancellation works, our refund policy, and a few billing questions that come up often.

Canceling your plan

• Cancel anytime from Settings → Plan at town.com/settings/plan.
• You keep access to the end of your paid cycle. Canceling doesn’t cut you off immediately — your current plan stays active until the period you’ve already paid for ends.
• Then you drop to Free. Nothing is deleted. Your account, history, and settings remain; features that require a paid plan (like custom routines and event triggers) simply pause. See Plans & Pricing.

Downgrading to a lower paid plan

Moving from a higher paid plan to a lower one (say Pro → Starter) works the same way as canceling — it’s scheduled, not immediate:

• The change takes effect at your next renewal, not right away. You keep your current plan and its credits until the end of the cycle you’ve already paid for.
• At renewal you switch to the lower plan and start each cycle with that plan’s credit allotment.
• No refund for the difference. As with cancellation, we don’t refund unused time or credits on the higher plan — you simply keep it until the period ends.
• Any pay-as-you-go overage you used on the higher plan is billed as normal for that cycle; there’s nothing extra to settle at the switch.

Upgrading is different — it takes effect immediately, and your upgrade invoice credits back the unused portion of your current plan. See Plans & Pricing and Credits & Usage.

Refunds

Town does not offer refunds. When you cancel, you keep access through the end of the cycle you’ve already paid for, but past charges aren’t refunded.

Because credits don’t roll over and refill each cycle, there’s nothing to prorate for credits you’ve already used.

Buying credits or a discount

• Can I buy credits à la carte? No. To get more credits, use overage (Pro and above) or move to a higher plan. See Credits & Usage.
• Referral credits. When someone you invite starts paying on a paid personal plan (not a trial, and not a team or enterprise plan), you earn referral credit. It counts paid personal-plan conversions only and isn’t retroactive. The credit is granted automatically once their paid plan begins — if you’ve referred someone who’s paying and don’t see it, email support@corp.town.com.
• Non-profit, student, or founder discounts. There’s no self-serve discount program today. If you think you qualify for special pricing, reach out to support@corp.town.com and we’ll take a look.

Checkout & invoice questions

A few things aren’t supported at checkout yet:

• Cards from some countries — paid billing isn’t available everywhere yet. Cards issued in some countries (India, for example) can’t be charged today, so checkout will fail no matter which card you try. We’re working on supporting more countries soon.
• International cards generally — even where billing is available, some cards issued outside the US can fail at checkout.
• Invoices, VAT, and company billing details — adding VAT numbers or custom company billing details at checkout isn’t supported yet.

If you’re blocked by any of these, email support@corp.town.com and we’ll help you get set up.

If a card is declined

A declined charge doesn’t move you off the plan you’re on.

• Nothing is charged and you keep your current plan. If the card fails when you upgrade or convert a trial, you stay on the plan (or trial) you’re on and can try again from Settings → Plan. One exception: if you had a scheduled downgrade or cancellation pending, a failed upgrade can clear it — check Settings → Plan and re-schedule it if you still want it.
• Retry with a different card if you can. Fixing the same card and retrying right away doesn’t always take effect immediately; adding a different card is the reliable retry. If neither works, email support@corp.town.com.
• The message tells you what to fix when it can. When you upgrade or convert a trial, common problems like insufficient funds, an expired card, or an incorrect security code come back with the specific reason; other declines (and errors when first activating a paid plan) stay generic — your bank has the detail, so contact them if the reason isn’t clear.
• Some cards need extra verification. If your bank requires you to authorize the charge (common for cards issued outside the US — see above), the charge can’t complete in the background, and Town can’t walk you through that verification step today. Use a different card, or email [support@corp.town.com] (mailto:support@corp.town.com) and we’ll let you know when we can support it.
• Adding a new card switches future charges to it. Once you update your card in Settings → Plan, renewals and plan changes bill the new card — you don’t need to do anything else. If you do see a later charge on the old card, that’s not expected: email [support@corp.town.com] (mailto:support@corp.town.com).

If the retry keeps failing, or a charge landed on a card you no longer expect, email [support@corp.town.com] (mailto:support@corp.town.com) with the date and amount and we’ll sort it out.