Fair, plainly written. One inbox.

Under EU Directive 2011/83/EU you have 14 days from your first subscription to change your mind. We respect that right. Email us and we refund in full, as long as your class has not been open to members during that period. Building, editing and previewing do not count against it, because building is free.

At checkout Stripe shows a required checkbox: “I want to start immediately and understand that I waive my 14-day right of withdrawal once my class is open to members (EU Directive 2011/83/EU Art. 16(m)).” Ticking it is what lets your class open the moment you pay. Once members can join, that billing period is not refundable, because the service it paid for has been delivered.

• The platform was unreachable for a meaningful stretch and your members could not use what they paid for.
• A class was billed but never opened because of a bug on our end.
• You or a member were double-charged.
• A Stripe or card processor error took money it should not have.

No forms. Email us, we’ll check the logs, we’ll fix it.

A membership is a purchase from you, so the decision is yours. Refund it from your dashboard and the platform share of that payment is returned to you at the same time, so a refund never costs you more than the payment was worth. If the payment has not been transferred to you yet, the transfer is cancelled instead of being reclaimed later.

• Open Settings and manage your subscription. That opens the Stripe Customer Portal, where you can cancel at any time.
• Your class keeps running to the end of the period you have paid for, and your members keep the access they have paid for.
• Cancelling deletes nothing. Your videos, lessons, class page, members and their email addresses stay yours to export.
• A member who cancels keeps access until the date they paid through, then stops. Nobody is cut off mid-period.

When a member opens a chargeback with their bank, the transfer for that payment is held until Stripe resolves it, which is why payouts run on a delay rather than instantly. If it is decided in the member’s favour, the payment and our share both come back out. If you open a chargeback on your own subscription, it pauses while Stripe decides. Always easier to email us first. We usually sort it out faster than the card network will.