Refunds and credits run through Stripe so funds always return to the original payment method. This guide distills the legal language from our Terms of Service and SLAinto actionable steps you (or Fin) can follow during support conversations.
What’s covered
30-day money-back guarantee
New subscriptions can request a full refund within 30 days of first purchase (Terms of Service §5.1). We cancel the invoice, restore your balance, and keep the workspace active until the original end date so you can export data.
Prorated credits after 30 days
Downgrades, cancellations, or support-approved refunds generate a prorated credit for unused time. If you have future invoices, the credit applies automatically; if you cancel outright, we return the amount to your original payment method.
Operational errors
Duplicate charges, billing mistakes, or SLA breaches qualify for immediate credits. Stripe processes approved refunds within 5–10 business days (banks can take an additional 3–5 days to post the credit).
Common refund scenarios
Duplicate charge or accidental renewal
Email billing@toolfy.io with the invoice number. We void one of the charges within one business day.
Plan downgrade or cancellation
When you change plans mid-cycle, Stripe automatically creates a negative line item. It shows on your next invoice or we refund it directly if you cancelled completely.
Service disruption (SLA credit)
If uptime drops below SLA, contact support@toolfy.io with incident details. We generate a credit that applies to the next invoice per the SLA language.
Billing disputes
Need formal review? Include context (invoice link, what changed, desired outcome). Finance replies within two UK business hours.
When refunds aren’t available
- Usage already consumed (SMS overage, additional storage) unless there was a metering error.
- Manual payments or bank transfers collected outside Toolfy—record adjustments in your accounts directly.
- Past-due subscriptions older than 30 days where the workspace and data have already been deleted.
- Chargebacks that were decided in the customer’s favour (banks keep final authority).
If you believe a non-refundable item was billed incorrectly (for example, SMS usage on a month you didn’t send messages), include specifics in your request so finance can audit the usage logs.
Refund timeline
Send details through Settings → Subscription → Manage billing, or email billing@toolfy.io if you need a person.
Finance confirms eligibility, posts a credit or kicks off a Stripe refund.
Funds travel back to the original payment method; banks may take a little longer to display the credit.
You receive an emailed receipt once the refund posts. Credits also appear inside Settings → Subscription → Billing history.
Request a refund or credit
- Open Settings → Subscription → Manage billing (opens the secure Stripe portal)
- Select the invoice in question and click "Download PDF" if you need to attach it
- Click "Contact Support" in the portal or email billing@toolfy.io with the invoice link
- Describe what went wrong, the amount you expect, and whether you prefer a credit or refund
- Attach evidence (duplicate email, outage reference, cancellation confirmation).
Details to include
- Invoice number(s) and dates
- Reason for the request (duplicate charge, cancellation confirmation, outage reference)
- Screenshots of error banners or bank statements when relevant
- Whether the workspace is remaining active or cancelling immediately
- Contact preferences for finance follow-up
Escalation path
First response
billing@toolfy.io – replies within two UK business hours (Mon–Fri, 8am–6pm GMT).
Urgent production impact
urgent@toolfy.io – include "Billing outage" in the subject if payments are blocked.
Legal or executive review
Forward the thread to your success manager and CC founders@toolfy.io for anything above £5k.
Copy billing@toolfy.io on any urgent support ticket so finance and support can coordinate behind the scenes.