Nano EASM
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Refund & Cancellation Policy

Effective date: 1 May 2026 Last updated: 1 May 2026

This Refund & Cancellation Policy is incorporated into the Terms of Use and the Subscription & Payment Terms. Capitalised terms have the meanings given in the Terms of Use.

Summary (the short version)

  • Cancel anytime. Open Manage billing in Settings → Billing. Your subscription stays active until the end of your current paid period.
  • No automatic refund for unused time in a period you've already paid for. We don't pro-rate cancellations.
  • Plan switches mid-cycle are pro-rated automatically. You're not charged twice and unused time on your previous plan is credited to the new one.
  • Exceptions where we will refund — billing errors, material service failure on our side, and where applicable law requires.
  • Chargebacks — please contact us first. Disputed charges hurt both sides; we'd rather just refund.

The full terms below control over this summary.

1. Cancellation

1.1 How to cancel

You can cancel your subscription at any time from the Manage billing button in Settings → Billing. This opens our hosted billing portal. Inside the portal, click Cancel subscription and confirm.

You can also email support@nanoeasm.com and we will action the cancellation for you. Please email from the address on the Account.

1.2 What happens when you cancel

  • Your subscription is set to cancel at the end of the current paid billing period (monthly or annual, whichever applies).
  • You retain full access to paid features until that period ends.
  • A reminder banner appears in the Service showing the date your subscription ends.
  • You may reactivate before the end date from the same billing portal, restoring your subscription with no gap.
  • After the end date, your Organisation is downgraded to the Free plan. Limits revert to Free-tier values; data is not deleted.

1.3 Immediate cancellation

We do not support immediate (mid-period) cancellation through the self-service flow because it would create an automatic refund of unused time. If you need to terminate immediately for a documented reason — for example, you have switched to a different service and are not using ours — contact us. We may agree to early termination on a case-by-case basis but are not obliged to.

2. Refund policy

2.1 Default position

Subscription fees, both monthly and annual, are non-refundable for elapsed and unused time in a period you have already paid for.

This is consistent with how most subscription services operate and is a key reason annual plans can be priced lower per month than monthly plans.

2.2 Exceptions where we will refund

We will refund (in full or pro-rata, as appropriate) where:

  • Billing error — you were charged in error (e.g. duplicate charge, charged after a successful cancellation, charged on the wrong plan tier).
  • Service failure on our side — there has been material unavailability or material loss of functionality of the Service that we are responsible for and that we have not remedied within a reasonable time. "Material" is judged by the impact on your ability to use the paid features in your plan. Outages caused by third-party dependencies, force majeure, scheduled maintenance, or your own configuration are excluded.
  • Mis-sold or unfit for purpose — where the Service is found not to match its description in our marketing materials in a way that materially affects you.
  • We discontinue the Service — if we end the Service entirely or end your plan tier without offering an equivalent replacement, we will pro-rate refund prepaid time after the discontinuation date.
  • Required by law — where a non-waivable consumer-protection right or other applicable law requires a refund.

2.3 What we do not refund

  • Time elapsed before you cancelled (you used the Service during that time).
  • Time remaining on a current monthly or annual period after you cancel (the cancellation takes effect at period end; this is documented in §1.2).
  • Charges arising from features you used and were billed for, even if you didn't intend to use them — but contact us if you think you were misled by the UI.
  • Currency conversion fees, foreign-transaction fees, or taxes that are charged by your bank or imposed by your jurisdiction. We refund the amount we received; your bank may or may not refund their fees.

2.4 How refunds are issued

Refunds are issued back to the original payment method via Stripe. Funds typically appear within 5–10 business days, depending on your bank.

When a refund is issued, you will receive a refund confirmation email from no-reply@nanoeasm.com showing the refund amount and reference. The corresponding entry will also appear in your billing history.

3. Plan changes mid-cycle (proration)

Switching to a higher or lower plan tier mid-cycle is not a cancellation and is not subject to this policy's refund rules.

When you switch plans:

  • Stripe automatically credits the unused portion of your previous plan against the new plan.
  • You are charged the prorated cost of the new plan for the remainder of the current period.
  • Your next renewal is at the new plan's full rate.

This pro-rata calculation is mathematical, automatic, and visible on the resulting receipt. The receipt explicitly shows the credit line and the prorated charge.

4. Trials

Trials of paid plans are request-only — see the Subscription & Payment Terms for details. No payment method is required during the trial period and no charge is taken until and unless you choose to convert to a paid plan.

If you don't convert, your Organisation reverts to the Free plan when the trial ends — there is nothing to refund.

If you convert and then cancel, the standard cancellation rules in §1 and refund rules in §2 apply from the conversion date forward.

5. Failed payments and past-due subscriptions

If a renewal payment fails:

  • The subscription enters a past-due state.
  • We send an email to your billing contact and display a banner in the Service.
  • Stripe automatically retries the payment over approximately three weeks.
  • You retain access during the retry window so you have time to update your payment method.
  • If all retries fail, the subscription is automatically cancelled and your Organisation is downgraded to the Free plan.

Past-due cancellations triggered by failed payment do not entitle you to a refund of any successfully charged earlier periods.

6. Termination by us

We may terminate your Account or Organisation as set out in the Terms of Use. The refund position depends on why:

  • For cause — termination for breach of the Terms of Use, the Acceptable Use Policy, fraud, or unlawful use does not entitle you to any refund.
  • Without cause — if we terminate without cause (rare; e.g. a business decision to stop serving a particular region), we will pro-rate refund prepaid time from the termination date.

7. Statutory rights (consumer protection)

Nothing in this policy excludes, restricts, or modifies any right or remedy under applicable consumer-protection law that cannot be excluded, restricted, or modified by agreement.

7.1 Australia — Australian Consumer Law (ACL)

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). For services, this includes guarantees that the Service:

  • will be supplied with due care and skill,
  • will be reasonably fit for the purpose you have made known to us, and
  • will be supplied within a reasonable time where no time is fixed.

If we fail one of these guarantees and the failure is major, you are entitled (under the ACL) to a refund or cancellation, plus compensation for any reasonably foreseeable loss or damage.

If the failure is minor, we may choose to refund, replace, or remedy the failure within a reasonable time.

To make a claim under the ACL, contact us at support@nanoeasm.com with details of the issue.

7.2 Other jurisdictions

If you are in the United Kingdom or European Union and using the Service as an individual outside your trade or profession, you may have a right to cancel within 14 days of subscribing. Where you start using the Service immediately, you are typically asked to confirm waiver of that right for the period of use. Where it applies and has not been waived, this policy does not override it.

If you are in another jurisdiction with non-waivable consumer-protection rights, this policy does not override those rights.

Most users of Nano EASM are using it on behalf of a business, in which case business-to-business contract law (rather than consumer law) applies.

8. Chargebacks

Please contact us before initiating a chargeback or payment dispute through your bank or card provider. Chargebacks:

  • cost both sides time and money,
  • often take weeks to resolve,
  • can result in a permanent ban from the Service while the dispute is open or after it concludes.

We respond promptly to refund requests and will resolve genuine billing issues quickly. Email support@nanoeasm.com first.

If you initiate a chargeback for a charge we believe was valid, we may suspend your Account pending resolution and provide our records to the card network in defending the dispute.

9. How to request a refund or cancellation

For cancellations: use the Manage billing button in Settings → Billing.

For refund requests, billing questions, or anything not handled by self-service:

Include your Organisation name and (if available) the invoice number from your receipt email so we can locate the charge quickly.

We aim to respond within two business days.

10. Changes to this policy

We may update this policy from time to time. Material changes will be communicated via the Service or by email to account holders. Changes will not apply retroactively to charges already taken.

11. Contact