Cancellation and refund policy

1. Cancelling a subscription

The workspace owner can email support@rokkad.com to stop future renewals. Please contact us before the next renewal so the request can be verified and processed. Paid access continues through the paid end date unless a separate lawful suspension or agreed refund changes that entitlement.

Recurring charges apply only when separately offered and authorised. If a recurring mandate is enabled, it must also be cancelled through the supported payment-provider process. We will explain the applicable steps and confirm cancellation. Cancelling future renewals does not by itself create a refund or delete workspace records.

2. When refunds are reviewed

• Duplicate charges or overcharges: we correct verified billing errors.
• Service failures: we review refund requests case by case, considering the issue and its effect on service use.
• Unused time: there is no automatic prorated refund, subject to applicable legal rights and any expressly agreed offer.

Nothing in this policy removes mandatory legal rights. Custom implementation, migration or other separately agreed services may have their own cancellation and refund terms.

3. Making a request and expected timing

Email support with the workspace name, registered account email, invoice or payment reference, and a description of the issue. Do not send passwords, complete card details or card security codes. We may verify the requester's authority and ask for information needed to investigate.

We review requests within 7 working days after receiving the necessary information and explain the outcome. We initiate an approved refund within 5 working days of approval, through the original payment channel where possible. Bank or payment-provider processing may add time before the refund appears in your account.

4. Records and workspace closure

Subscription expiry alone does not delete records. Closure and data requests are support-assisted: we verify the owner's authority and explain available exports and legally required retention before closing access. Closure does not automatically erase records or backups, and this policy does not promise a fixed purge deadline.

See our privacy policy and terms and conditions for more information.