How refunds work at Formwork, by purchase type. If you think you’re owed one, the last section tells you how to ask.
Path A purchases
Path A purchases ($9.99 CAD for one Council validation) are refundable until you send your first message to the Council in the validation chat.
This means you can complete your purchase, open the chat, read Nathan’s greeting, see who you’re about to work with, and still request a refund if you decide not to proceed. Once you’ve sent your first message and the session has begun, the purchase is non-refundable.
Subscription payments
New subscription payments are refundable within 7 days of the initial subscription purchase, provided you haven’t had any sessions with the team during that period. A “session” means sending at least one message to any team member.
After 7 days, or after your first session (whichever comes first), the current month’s subscription payment is non-refundable.
Recurring subscription payments
Recurring monthly subscription payments are non-refundable once charged. To stop future charges, cancel your subscription from your account settings. Cancellation takes effect at the end of your current billing period, and your access continues until then.
Subscription tier changes
Upgrading your subscription tier results in a prorated charge for the remainder of the current billing period. This prorated charge is non-refundable.
Downgrading your subscription tier takes effect at the end of the current billing period. There’s no refund for the difference between the higher and lower tier rates for the current month.
Failed payments
If your recurring payment fails, your subscription enters a grace period (typically 7 days) during which your access continues. If payment isn’t resolved within the grace period, your subscription is paused until payment is updated. Your accumulated work remains preserved.
How to request a refund
If you believe you’re entitled to a refund based on this policy, contact us via our Contact page. Include:
- The email address associated with your account
- The date of the charge
- A brief explanation of the situation
We respond to refund requests within 2 business days. Approved refunds are processed back to your original payment method and typically appear within 5–10 business days depending on your bank.
Exceptions
We reserve the right to refuse refunds in cases of suspected fraud, abuse, or terms-of-service violations. We also reserve the right to issue refunds outside this policy at our discretion when circumstances warrant.
Changes to this policy
This policy may be updated. Material changes will be communicated to active customers via email. The current version is always available at this page.
Last updated — pending publication before launch