Cancellation and Refund Policy

This policy applies to paid Cross subscriptions purchased by an organisation. It forms part of the Terms of Service. If an order form or separately signed agreement contains different cancellation or refund terms, that agreement takes priority.

Monthly and annual subscriptions renew automatically for the same billing period until cancelled. The price and billing interval are displayed before Checkout and can be reviewed through the billing portal. The Customer is responsible for cancelling before the next renewal if it does not want the subscription to continue.

An authorised Owner or Admin may cancel through the Stripe-hosted billing portal available from Cross. Cancellation normally takes effect at the end of the current paid billing period. The Customer can continue using the paid service until that date unless access is suspended for another reason permitted by the Terms.

Removing users, ceasing to use Cross, or deleting a payment method does not cancel a subscription. If the billing portal is unavailable, the Customer should contact Cross using the support details shown in the service before the renewal date.

• An upgrade or monthly-to-annual change may take effect immediately after successful payment. Any prorated amount is shown before confirmation.
• A downgrade or annual-to-monthly change normally takes effect when the current paid period ends, with no refund or credit for the remaining period.
• If a change cannot be completed, the current plan remains in place unless Stripe confirms otherwise.

Subscription fees are generally non-refundable once a billing period has started. We do not normally give partial refunds or credits for unused time, reduced usage, a downgrade, or cancellation after renewal.

A refund may be available where:

• the law requires it;
• the same charge was taken more than once in error;
• the amount charged differs from the amount the Customer approved; or
• Cross agrees in writing that a paid service was not supplied.

Nothing in this policy limits any right that cannot lawfully be excluded. Cross is intended for organisations acting for business purposes. A person who believes they contracted as a consumer should contact us so that any mandatory consumer rights can be considered.

An authorised billing contact should send the workspace name, invoice number, charge date, amount, and reason for the request through the support contact shown in Cross or on the invoice. Do not send full card details. Approved refunds are returned through Stripe to the original payment method where possible; the time taken to appear depends on the payment provider and bank.

A failed or overdue payment is not a cancellation. Cross may retry payment and provide a limited grace period before making the workspace read-only or restricting paid features. The Customer remains responsible for valid charges incurred before cancellation.

A chargeback is raised through a bank or payment provider and is separate from a refund request made under this policy. Customers should contact Cross promptly if they believe a charge is duplicated, unauthorised, or incorrect so that it can be investigated. This does not limit any right available through a bank, card scheme, or applicable law.

Cross may respond to a chargeback through Stripe using relevant subscription, acceptance, invoice, usage, communication, and refund records. Access to paid features may be restricted while a disputed payment remains unpaid where this is reasonable and lawful. A chargeback does not itself cancel future renewal; the subscription must still be cancelled through the billing portal or agreed support process.

Cancellation ends future renewal but does not immediately erase the workspace or its compliance records. Customers should export information they need while access remains available. Retention and deletion are governed by our Data Retention and Deletion Policy and Customer Data Processing Agreement.

We may update this policy for future billing periods. The current version and effective date appear above. A change does not remove refund or cancellation rights that had already arisen under an applicable contract or mandatory law.