Clear subscription change rules
This policy explains the standard cancellation, plan-change, failed-payment and refund rules for self-service GentlyAI subscriptions. Signed enterprise terms prevail where they differ.
1. Cancellation
A customer may cancel through the available billing controls or by contacting GentlyAI Support when self-service is unavailable. Cancellation takes effect at the end of the current paid period. Access continues for that period unless suspension is required for security, abuse or another lawful reason.
Cancellation stops the next renewal. It does not automatically reverse a charge already made for the current period.
2. Refunds
Unused time is not automatically refunded. GentlyAI may correct duplicate charges or billing errors and may consider exceptional requests. Nothing in this policy limits a refund, guarantee or remedy that cannot lawfully be excluded, including any applicable Australian Consumer Law right.
3. Plan changes
- Upgrades take effect immediately and may be prorated.
- Downgrades take effect at the next renewal.
- Monthly to annual changes may take effect immediately using applicable Stripe proration or credit.
- Annual to monthly changes take effect at renewal.
- Team to Solo changes take effect at renewal and are blocked while more than one active user remains.
4. Failed payments
The standard policy provides a seven-day payment-remediation period after a failed subscription payment. GentlyAI may retry the payment and provide billing notices during that period.
Workspace data and Brand Memory remain preserved during the remediation period. If payment remains unresolved, managed AI generation may be suspended while data access and reasonable billing-remediation access remain available. This policy does not prevent immediate action needed to address security, abuse or legal risk.
5. Data after cancellation
Paid functionality may end after the current period. Customers may request closure, export or deletion through available product controls or Support. Billing, tax, consent, security, support, dispute and audit records may be retained where reasonably necessary. Backups and provider systems complete deletion through their ordinary protected lifecycle.
6. Enterprise agreements
An enterprise order or agreement may contain a different term, renewal, cancellation, service-level or data-return arrangement. That signed agreement governs to the extent of a conflict.
7. Support
Questions about cancellation or billing can be sent to support@gentlyai.ai.