1. Cancelling
You can cancel a paid plan at any time from Billing in the app. Cancelling stops the next renewal.
- You keep access until the end of the period you paid for.
- Your notes, flags, progress and reports stay on your account after the plan ends, and you move to the Free plan.
- You can pause a plan instead of cancelling it, for 1 to 3 months.
2. The 7-day trial
Practitioner starts with a 7-day free trial. If you cancel before the trial ends, you pay nothing. If you do not, your first payment is taken on day 8.
3. Your right to change your mind
If you live in the UK or the EU and buy Rootpanther for yourself rather than for a business, the law gives you 14 days to change your mind after you sign up. If your plan started with a trial, the 14 days count from the start of the trial.
When you start a plan, you ask us to give you access straight away. So if you cancel within those 14 days and a payment has already been taken, we refund it, less a fair amount for the days of paid access you had before you cancelled.
To use this right, cancel in Billing and email billing@rootpanther.com within the 14 days. Nothing on this page reduces your rights under consumer law.
4. Other refunds
- Monthly payments are not refunded for part of a month. You keep access until the month ends.
- If a yearly plan renews and you cancel within 14 days of the renewal, we refund the renewal in full if you have not launched a lab since it renewed.
- If we close your account because you broke our terms or acceptable use policy, we do not refund the rest of the period.
5. When something goes wrong on our side
- A lab that fails to start uses none of your lab hours.
- If a fault on our side ends a session early or stops you using the labs, we add the lab hours you lost back to your allowance.
- If the labs are unavailable for more than 72 hours in a row, we refund that part of the period on request.
6. Changing plans and Team seats
- You can move between monthly and yearly billing, or between plans, from Billing.
- Upgrades take effect straight away, and you pay the difference for the rest of the period. Downgrades take effect at the end of the current period.
- Team plans have at least 3 seats. You can add seats at any time. Seats you remove stay active until the end of the period and are not refunded.
7. How to ask for a refund
Email billing@rootpanther.com from the address on your account and tell us which payment it is about. Please contact us before you dispute a payment with your bank. It is usually quicker for you, and we can often sort it out the same day.
Refunds are made through Stripe, as merchant of record, to the card or account you paid with. Your bank may take 5 to 10 working days to show the refund.