Billing policy

Last updated: May 24, 2023

Cancellation policy

We want satisfied customers, not hostages. That’s why we make it easy for you to cancel your account directly in all of our apps — no phone calls required, no questions asked.

Account owners can follow these instructions to cancel in the website:

• If you've paid for AppStance Optimize (formerly SAO), navigate to "Account" from the menu (top-right corner of the website), select "Billing" from menu on the left and select "Cancel your subscription". You can continue using your account until your paid period expires and your subscription is automatically canceled. Any usage based billing also stops at the end of the period. If you would to stop usage based billing before the end of paid period, please email us. If your cancelled subscription has a grandfathered price and if you decide to restart subscription, the grandfathered price will not be available with the renewed subscription.

Our responsibility is to account owners, which means we cannot cancel an account at the request of anyone else. If for whatever reason you no longer know who the account owner is, email us. We will gladly reach out to any current account owners at the email addresses we have on file.

What happens when you cancel an account?

You won’t be able to access your data once you cancel and billing cycle is ended, so make sure you download any settings or relevant info you want to keep beforehand. You can still keep using your account until your paid period expires. Then the account will be automatically canceled and will become inaccesible. If you change your mind to continue subscription, you also have a brief window to continue subscription before the end of the billing cycle.

We’ll permanently delete the content in your account from our servers 60 days after cancellation, and from our backups within 90 days. Retrieving content for a single account from a backup isn’t possible, so if you change your mind you’ll need to do it within the first 30 days after cancellation. Content can’t be recovered once it has been permanently deleted.

We won’t bill you again once you cancel. We don’t automatically prorate any unused time you may have left but if you haven’t used your account in months or just started a new billing cycle, email us for more information. We’ll treat you right.

AppStance initiated cancellations

We may cancel accounts if they have been inactive for an extended period. For trial accounts, 60 days after a trial has expired without being upgraded

We also retain the right to suspend or terminate accounts for any reason at any time, as outlined in our Terms of Service. In practice, this generally means we will cancel your account without notice if we have evidence that you are using our products to engage in abusive manner.

A fair refund policy.

Please utilize our generous trial period, before you make a decision to use our paid subscription. Bad refund policies are infuriating. You feel like the company is just trying to rip you off. We never want our customers to feel that way, so our refund policy is simple: If you’re ever unhappy with our products* for any reason within first 7 days of your start of subscription, just email us and we'll take care of you.

Examples of full refunds we’d grant.

• If you were just charged for your next month of service but you forgot to cancel, we’re happy to refund that extra charge as long as you contact us within first 7 days of your charge.
• If you forgot to cancel your account a couple months ago and you haven’t used it since then, we’ll give you a full refund for a few back months. No problem.

Examples of partial refunds or credits we’d grant.

• If you forgot to cancel your account a year ago, and there’s been activity on your account since then, we’ll review your account usage and figure out a partial refund based on how many months you used it.
• If you upgraded your account a few months ago to a higher plan and kept using it in general but you didn’t end up using the extra features, projects, or storage space, we’d consider applying a prorated credit towards future months.
• If we had extended downtime (multiple days in a month) or you emailed customer service and it took more than 15 days to get back to you, we’d issue a partial credit to your account.

Get in touch

At the end of the day, nearly everything on the edges comes down to a case-by-case basis. Email us, tell us what's up, and we'll work with you to make sure you're happy.

*This policy applies to any product created and owned by AppStance (formerly Search Ads Optimization | SAO).