Refund and Cancellation Policy

This policy summarises subscription renewal, cancellation, plan changes, failed payments, and refunds for SimpleDiagrams Cloud. It should be read with the SimpleDiagrams Cloud Terms. It applies only to Cloud subscriptions and does not cover SimpleDiagrams Desktop purchases, which are separately sold under the applicable App Store terms. If this summary conflicts with a non-excludable legal right, that right applies.

1. Monthly renewal

Each eligible new organisation may start one 7-day free trial of Beginner, Pro, or Enterprise. Checkout requires a payment method and displays the selected monthly price, currency, expected trial end, applicable tax, and renewal terms. Unless Customer cancels before the trial ends, the paid monthly subscription starts automatically and Stripe charges the payment method. Cancelling during trial prevents the first recurring charge. Organisation authoring, API, and agent access ends once we receive confirmation of the trial cancellation from Stripe, not at the original trial end. Viewing remains subject to each diagram's access rules.

Beginner, Pro, and Enterprise are monthly subscriptions billed in advance. The plan, billing frequency, currency, tax, and total due are displayed in Stripe Checkout before purchase. A subscription renews automatically each month until it is cancelled. Published US-dollar prices include applicable transaction taxes; Checkout may offer a local currency and displays the final total before confirmation. Stripe is merchant of record through Stripe Managed Payments, with Link handling the customer-facing transaction experience. McQuillen Interactive supplies and supports SimpleDiagrams. We do not offer annual billing, usage overages, or prepaid credit packs at launch.

2. Cancellation

An organisation owner or administrator can open the Stripe customer portal from the organisation Billing page and cancel at any time. For an active paid subscription, cancellation takes effect at the end of the current paid billing period. Customer retains paid access until then and is not charged for a later renewal. A trial cancellation instead removes authoring, API, and agent access as described in Section 1.

Deleting an individual SimpleDiagrams user, ceasing use, removing a payment method, or changing a diagram's visibility does not by itself cancel an organisation subscription. Use the customer portal or contact support@simplediagrams.com if the portal is unavailable.

Cancellation is not an instruction to delete the organisation or its diagrams. When paid access ends, the organisation enters the limited lapsed period described in the Terms. Unless an authorised owner requests earlier closure, we may retain it for up to 12 months for supported export or resubscription, then close it and delete Customer Content under the Privacy Policy.

3. Plan changes

Supported upgrades start from the organisation Billing page and are confirmed in Stripe's customer portal. Stripe shows any charge, credit, proration, and effective date before Customer confirms. An upgrade during a free trial preserves the existing trial end and billing date; it does not start another trial or charge immediately for ending the trial. Self-service downgrades are not currently available. Contact support to discuss a different plan; this does not promise an immediate or automatic downgrade.

4. Failed or disputed payments

If a recurring payment fails, Stripe may retry it and send billing notices. The Service currently provides up to a seven-day paid-entitlement grace period for a past-due subscription. After grace expires, the organisation loses authoring, API, and agent access; existing diagrams remain subject to their visibility rules, but no organisation Free tier is created. Paying an outstanding invoice normally restores the plan after the signed Stripe webhook is processed.

Please contact us before initiating a chargeback so we can investigate an unfamiliar, duplicate, or incorrect charge. This does not limit a lawful right to dispute a payment.

5. Refunds

Subscription fees are generally non-refundable once a billing period begins, and we do not provide a refund merely because Customer did not use the Service or forgot to cancel. We will correct duplicate or erroneous charges. We may also provide a refund or credit where the Terms expressly provide one or where we decide it is fair in the circumstances.

If we permanently discontinue the Service for all customers on a planned Service Closure that is not required by law, security, fraud prevention, or Customer's material breach, we will provide a pro-rata refund of subscription fees actually paid for the unused part of the paid subscription period. We will normally use the original payment route; where that is not available, contact us so we can arrange the refund safely. This planned-closure remedy is separate from Customer's rights for a service failure.

Nothing in this policy excludes or limits a refund, cancellation, compensation, or other remedy required by the Australian Consumer Law or another applicable law. If the Service has a major failure, or a non-major failure is not remedied in a reasonable time, a consumer may have rights that cannot be replaced by this policy.

6. Requesting help

Link provides transaction support for purchases sold through Link, including payment, receipt, and refund enquiries. Use the support link in your Link receipt or transaction details. You can also contact us about a charge or refund; product support remains with McQuillen Interactive. Link's transaction processes do not limit non-excludable rights against the responsible supplier.

Email support@simplediagrams.com with the organisation name, account email, invoice or payment identifier, date, amount, and a short explanation. Do not send a full card number or security code. We may ask for information needed to verify that you can act for the billed organisation.