Refund Policy

Where you ask for a Pro refund depends on who took the payment.

Subscribed in the app — the payment went to the Apple App Store, which is the merchant of record. Refunds are handled by Apple under their own policies, through their refund flow. We never see your card details for these and cannot refund them ourselves.

Subscribed on our website — we are the merchant of record and we refund you directly. Email [email protected] and we will process it through Stripe. Card details are held by Stripe, not by us. If you are in the UK or the EU you also have a statutory 14-day right to cancel a distance contract, which we honour in full and which sits on top of anything below.

Card payments your students make to you (via Stripe Checkout for invoices) are between you and the family. We are not the merchant of record and do not refund those.

The Pro plan auto-renews monthly or annually until canceled. Refunds are governed by the rules of the platform you bought it on:

• This website (Stripe): email [email protected] and we refund it directly to your card — we are the merchant of record for website subscriptions, so no app store is involved. If you are in the UK or the EU you also have a statutory 14-day right to cancel a website purchase for a full refund.
• iOS / Apple App Store: request a refund at reportaproblem.apple.com within Apple's refund window (typically 90 days; Apple has full discretion). Apple processes the refund directly to your original payment method.

For App Store and Play Store purchases we cannot process the refund ourselves, because the money never touches our accounts — Apple holds it until it pays us out, minus its cut. That limit does not apply to subscriptions bought on this website: we are the merchant of record there and refund those ourselves.

You can cancel Pro at any time:

• Subscribed on this website: open Settings → Plan → Manage subscription in Note & Key, which opens Stripe's billing portal, and cancel there. Apple and Google have no record of a website subscription, so their cancellation screens will not show it.
• iOS: Settings app → tap your name → Subscriptions → Note & Key → Cancel.

When you cancel, Pro stays active until the end of your current billing period, whichever way you paid. We don't pro-rate the unused portion — on the app stores that is the App Store rule and we follow it; on the website we apply the same terms so the two rails behave identically.

Every new studio starts with 30 days of full access, no credit card and nothing to cancel — it simply ends. Nothing is charged during it, so there is nothing to refund. After it ends the Free plan keeps one student going indefinitely, and paying is a separate, deliberate step.

Where an App Store introductory offer applies to a purchase, the App Store flow will surface a clear "trial ends on X · then $Y" disclosure before any charge, per platform policy.

When a family pays an invoice you generated:

• By Stripe (card): funds land in your Stripe balance. You are the merchant of record. If the family wants a refund, you issue it from your Stripe dashboard. We are not party to that transaction.
• By Interac e-Transfer: the bank transfer is between the family's bank and yours. Refunds happen by you sending a new e-Transfer back.
• By cash / other: handled between you and the family. We just track the invoice status; we don't move money.

If a family disputes a Stripe charge with their card issuer, the dispute is handled through Stripe's dispute flow — directly with you. Stripe will email you and pull the disputed amount from your balance until resolved. We don't intervene because we never held the funds. We can provide invoice records to help you respond.

If we have an extended outage (more than 72 consecutive hours) on Pro features you actively use, email [email protected] with your App Store receipt; we'll help you submit a refund request to the platform and add any supporting context.

Questions about refunds, cancellation, or billing in general? Email [email protected]. We respond within 7 business days; usually faster.