Refund Policy

Summary

Domo paid plans are billed per seat, in advance, monthly or annually. You can cancel at any time. Part of a month is never refunded. Monthly plans and the first 30 days of an annual plan are not refunded; after the first 30 days, canceling an annual plan refunds the months you have not used, and when nothing is left to refund you keep paid access to the end of the term. This page explains each case. It restates the billing sections of our Terms and Conditions, which govern if the two ever differ.

What Counts as a Month

For billing purposes, a “month” is 30 days, counted from the start of your current billing term. On an annual plan, months 1 through 11 are 30 days each, and month 12 runs to the end of the term. On a monthly plan, the month is your billing period. The month you are in always counts as used.

Canceling

• Monthly plans: cancellation takes effect at the end of the current billing period, and you keep paid access until then. The current period is not refunded.
• Annual plans, within the first 30 days of the term: cancellation takes effect at the end of the term, and you keep paid access until then. No refund is given.
• Annual plans, after the first 30 days: you keep paid access until the end of your current month, when the subscription ends. We then refund the amount you paid for the term, less each month used (including the current month) charged at the plan’s monthly price.
• Annual plans with nothing left to refund: late in the term, the months used at the monthly price can add up to what you paid, leaving nothing to refund. In that case you keep paid access until the end of the term, and the subscription ends then.

Example. For one seat on an annual plan that costs $84 a year, where the same plan costs $9 a month when billed monthly, canceling after 1 month and 1 week keeps your access until the end of month 2 and refunds $84 − 2 × $9 = $66. Used months are charged at the monthly price because the annual discount is for staying the whole year. Prices here are illustrations; see Pricing for current prices.

Example: canceling 7.5 months in. Month 8 is under way, so it counts as used, and your access continues until the end of month 8. On the same plan ($84 a year, $9 a month), the refund is $84 − 8 × $9 = $12. On a plan that costs $144 a year or $16 a month, it is $144 − 8 × $16 = $16.

Common questions about canceling an annual plan

• Does the month I cancel in count as used? Yes. It counts as a full month, even if you cancel partway through it, and you keep access until it ends.
• Are the months after that refunded? Yes: whatever remains of what you paid once the months you used are counted at the monthly price.
• So are the months I used charged at the monthly price? In effect, yes, but never as a new charge. The difference is taken out of the refund, and a refund never goes below zero, so you never owe more than you paid.
• How does that work out? It is the same as refunding the unused months at the annual rate, less the extra the used months would have cost on the monthly plan. In the example above, months 9 to 12 at the annual rate are 4 × $7 = $28; the used months would have cost 8 × ($9 − $7) = $16 more on the monthly plan; $28 − $16 = $12. On the $144 plan: 4 × $12 = $48, less 8 × ($16 − $12) = $32, leaves $16.

You can undo a pending cancellation at any time before it takes effect.

Changing Plans

• Upgrades take effect immediately. You are credited for the unused time on your current plan and charged for the new plan over the same time, and the difference is charged at once. Nothing is refunded.
• Downgrades take effect at the end of your current month. On a monthly plan nothing is refunded. On an annual plan, we refund the price difference between the two plans for each whole month left in the term after the downgrade takes effect.
• Moving from annual to monthly is treated as canceling the annual plan, as described above, and monthly billing begins when the annual plan ends.

Seats

A seat is charged when it is added. Removing a person does not refund or reduce the seats paid for in the current term; the freed seat can be reassigned to someone else, and your seat count is adjusted at renewal.

Deleting Your Organization

Deleting an organization ends its subscription immediately. On an annual plan after the first 30 days, we refund as for a cancellation, counting the current month as used. Otherwise nothing is refunded.

Your Legal Rights

Consumer-protection law in some countries gives you a right to withdraw from a purchase, or to a refund, beyond what this policy provides. Nothing in this policy limits those rights.

How Refunds Are Paid

Refunds are calculated and issued automatically; you do not need to ask for them. They are returned to the original payment method through our payments provider and may take several business days to appear. We email you the amount when a refund is issued.

Purchases After a Refund or Chargeback

We may decline a purchase that appears to repeat an earlier purchase that was refunded or charged back, including one made with the same email address, account, or payment card. If we decline a purchase, we tell you which of these matched and when the earlier purchase was made, refund any payment taken for it in full, and give you a way to dispute the decision. A person on our team reviews every dispute and replies by email.

Contact

Questions about billing or refunds? Contact us at info@kalele.io.