Introduction
If you've recently subscribed to Napkin and had a change of plans, we’ve made it simple to request a refund - if you meet the eligibility criteria. This article outlines Napkin’s refund policy and how to contact support for a refund.
Refund Eligibility
Our refund policies are designed to be fair while ensuring service sustainability. Eligibility depends on your subscription type, purchase date, and usage patterns.
EU, UK, and Turkey Customers
You are eligible for a refund if you cancel your subscription within 14 days of purchase. This applies to both monthly and annual subscriptions.
Important: The 14-day period begins from the exact date and time your paid subscription started. When requesting a refund, please specify that you are applying for a refund from the EU, UK, or Turkey in your request.
All Other Customers
Monthly Subscriptions: Refund requests must be submitted within 24 hours of the purchase date and time. No exceptions will be made for requests submitted after this period.
Annual Subscriptions: Refund requests must be submitted within 72 hours of the original purchase date and time. No exceptions will be made for requests submitted after this period.
Usage Limitations
Refunds will not be provided if you have used more than 20% of your monthly credit allocation within the refund eligibility period. For annual subscriptions, this refers to 20% of the monthly credit allowance.
How to Request a Refund
- Cancel your subscription first before submitting your refund request.
- Email us at [email protected] with:
- Reason for requesting the refund.
- Your account details.
- For EU/UK/Turkey customers: specify your region in the request.
Processing Timeline
- Response time: We will respond to your refund request within 7 business days.
- Processing time: If approved, refunds will be processed within 10 business days through your original payment method.
- Confirmation: You'll receive a refund confirmation email from Napkin within minutes of processing.
Note: Processing times may be delayed during holidays, weekends, or due to banking processing schedules. If you don't hear back within the specified timeframe, please wait an additional 1-2 business days before following up.
Refund Scenarios
Forgot to Unsubscribe
Refunds may be issued if your request meets the standard guidelines outlined above.
Switching from Annual to Monthly
Refunds are possible within the established timeframe. You will need to purchase a new monthly subscription separately.
Account Termination
If your account is terminated for violating Napkin's Terms of Service, no refunds will be provided for any remaining credits or prepaid services.
Important Points
Multiple Refund Requests
- Each account is eligible for one refund during its lifetime. If you have previously received a refund, future refund requests are generally not available to ensure fair usage of our refund policy.
- However, we understand that exceptional circumstances can arise. If you have a genuine need for a second refund, our team may consider your request at our discretion. Please provide detailed information about your circumstances when submitting such requests.
- To ensure efficient processing, please avoid submitting multiple tickets for the same refund request, as this may delay our response time.
Scope of Refunds
- Refunds apply only to your most recent billing cycle. Previous months' fees or other historical charges are not eligible for refund
- Refunds are processed through your original payment method only.
Teamspace Users
- If you're a teamspace admin and have been charged for additional seats when inviting colleagues or team members to your workspace, the same refund eligibility criteria and timeframes apply to these seat charges.
- Refunds for teamspace seats follow the same usage limitations - if any team member has used more than 20% of their monthly credit allocation within the refund period, the entire teamspace refund request will be ineligible.
- Only the teamspace admin can request refunds for seat charges. Individual team members cannot request refunds for seats they did not personally purchase.
Contact Information
For all refund requests, contact us at [email protected]
Please provide complete information in your initial request to expedite processing. Our support team will review your case and respond within the specified timeframe.