This page explains, in plain language, how cancelling a Hey Support subscription works and when we issue refunds. It is a summary of section 5 of our Terms of Service, which is the authoritative version — if the two ever disagree, the Terms govern.
The short version: you can cancel any time, you keep what you paid for until the period ends, and we do not generally refund time you have already been billed for. The specific exceptions are in section 3 below.
How to cancel
Cancel from Settings → Billing inside your workspace. It takes effect immediately as a scheduled cancellation, and you can undo it from the same screen at any point before the period ends.
You do not need to email us, sit through a retention call, or give a reason. We do ask an optional question about why you are leaving, because it is genuinely how we decide what to build next — but it is optional and skipping it does not slow anything down.
On the Free plan there is nothing to cancel and no payment method on file. If you want the workspace and its data gone entirely, use Delete my data.
What cancelling does
Cancelling stops the next renewal. It does not cut off access on the spot, and it does not delete anything immediately.
Monthly subscriptions
Cancellation takes effect at the end of the current billing period. You keep full access until then, and there are no further charges. We do not refund the current month.
Annual subscriptions
Cancellation takes effect at the end of the annual term. You keep full access until then. We do not prorate or refund the unused portion of an annual term.
Enterprise
Governed by the applicable Order Form, which may set different notice periods and terms.
Your chatbots keep running
Until the period ends, your widget stays live on your site and keeps answering. We do not degrade or throttle a cancelled workspace during the time it has paid for.
When we refund
We do not generally offer refunds, because you keep access for the whole period you were billed for. We will refund a payment in these circumstances:
- A billing error on our part — including duplicate charges, a charge after you cancelled, being billed on the wrong plan, and fraudulent transactions.
- Service unavailability that materially affected your use, where we were unable to resolve it.
- Other circumstances we determine in good faith. If something has clearly gone wrong and it is not covered above, ask us anyway.
Where a refund is due for our error, we issue it whether or not you asked — but please do tell us, because we do not always spot it first.
Requesting a refund
Email [email protected] from the address on the account, and include the workspace name and the invoice or charge in question. You can find every invoice under Settings → Billing.
Approved refunds go back to the original payment method. Your bank or card issuer controls how long that takes to appear, which is typically five to ten business days and is outside our control.
If you think a charge is wrong, please write to us before raising a chargeback with your bank. We can almost always fix it faster directly, and a chargeback locks the payment while the issuer investigates.
Upgrades and downgrades
Upgrades take effect immediately and the price difference is prorated for the remainder of your billing cycle.
Downgrades take effect at the start of your next billing cycle, so you keep the higher plan for the time you have already paid for. We do not refund the difference for the current cycle.
Prices exclude applicable taxes, which are added to your invoice where we are required to collect them.
Your data afterwards
After cancellation your account becomes inactive at the end of your billing period. We retain your content for thirty days, during which you can export it or reactivate the account by resubscribing. After thirty days we may delete it in line with the retention policy in our Privacy Policy.
If you want your data removed sooner, request erasure — that is a separate, immediate process and does not wait for the thirty days to elapse.