Refund & Cancellation Policy

This policy covers the paid Freelance Prime plans: Elite at $12 per month or $108 per year, and Prime at $29 per month or $276 per year, both in US dollars. The Core plan is free and stays free, so nothing here applies to it. If you are on the free trial that comes with a new account, section 3 explains what happens when it ends.

Payments are handled by Lemon Squeezy, which acts as the merchant of record for every Freelance Prime subscription. Your purchase, your receipt, and any sales tax or VAT on it are handled by them rather than by us, your card statement will show their name, and refunds are issued through them back to the card or account you paid with. You still deal with us for anything to do with your account or the product itself.

Every new account starts on a 7-day Elite trial. It does not ask for a card, it does not turn into a paid plan on its own, and it is granted once per account, so deleting and recreating an account does not produce a second one. When the trial ends your account moves to the free Core plan, and section 12 describes what changes at that point.

Paid plans renew automatically. A monthly plan is charged every month and an annual plan every year, until you cancel. Your next renewal date is shown on the Plan and billing card on your profile. Cancel before that date if you do not want to be charged again.

You can cancel at any time. Open your profile, choose Manage subscription, and you will be taken to the billing portal run by our payment provider, where you can cancel, update your card, or restart a cancelled plan. Cancelling stops future charges and does not cut your access short: you keep the plan you paid for until the end of the period you have already paid for, and only then does the account move to the free Core plan. We do not charge a cancellation fee.

To move between Elite and Prime while a subscription is active, use the same Manage subscription link. The change is made to the subscription you already have and the payment provider works out the proration. Starting a second checkout while a subscription is live is blocked on purpose, so you are never charged twice for overlapping plans.

The first time you upgrade from Core to a paid plan, you are covered by a 30-day money-back guarantee. If Freelance Prime is not right for you, ask us for a refund within 30 days of that first payment and we will refund it in full. We honour this by hand: nothing in the product detects that you qualify or refunds you automatically, so you have to ask. We check the payment date on your account and issue the refund through Lemon Squeezy ourselves. The guarantee applies once per account, to your first paid purchase.

Email support@freelanceprime.online, or use the Contact page, with the email address on your account and the date you were charged, and tell us briefly what went wrong. We aim to reply within one business day. That is a best effort rather than a guaranteed response time, and we reply to the email address on your account.

Approved refunds are issued by our payment provider, Lemon Squeezy, back to the card or account you paid with. We cannot send a refund to a different card or account. How long it takes to appear after that is decided by your bank or card issuer and is outside our control.

The guarantee covers your first paid purchase only. Renewal charges after that are not automatically refundable, but you can cancel at any time to stop future renewals, and we will still hear you out if something went wrong on our end, such as a billing error, an outage, or a feature that did not work as described.

If a renewal payment fails, nothing changes straight away. Your plan stays active while the payment provider retries your card over the following days, and we email you so you can update it. If those retries do not succeed, the subscription expires and your account moves to the free Core plan, with the effects described in section 12. We do not add late fees.

Nothing you created is deleted when you cancel, downgrade, or let a trial lapse. Your clients, invoices, projects, tasks, saved portfolio designs and portfolio document all stay where they are, and you can still read and export them. What changes is what you can do next:

• The free plan’s limits apply again to anything new. If you are over them you keep everything you have and simply cannot add more until you are back under them.
• Recurring invoice schedules are switched off, so no new invoices are generated.
• A published portfolio is unpublished, so its public page stops being served.

The last two stop because they keep producing work for an account that is no longer paying, and both take one click to turn back on if you subscribe again. If we had given your account a complimentary plan before you subscribed, it returns to that instead of to Core.

The billing portal lets you pause a subscription. A paused subscription is not being billed, so while it is paused your account is treated as being on the free Core plan and the effects in section 12 apply. Resuming the subscription restores your plan.

Our current prices are on the pricing page, and we may change them. If the price of a plan you are already subscribed to changes, the new price takes effect no sooner than 30 days after we notify you at the email address on your account, and you can cancel before it takes effect and will not be charged the new price.

Nothing in this policy limits any refund, cancellation, or consumer protection right you have where you live. Where local law gives you stronger rights than this policy, those rights apply. We may update this policy, and we will revise the “Last updated” date at the top when we do and tell you about material changes. Questions about billing, refunds or cancellations can be sent to support@freelanceprime.online.