Refunds and cancellation

1. Cancelling

You can cancel a paid plan any time from Plan and billing in your account, which opens our secure billing portal, or by emailing [email protected]. On Team Pursuit, a company admin cancels for the company.

When you cancel, your plan stays active until the end of the billing period you've already paid for, and it won't renew. After that, your account moves to Free. Your profile and your training progress stay in your account.

2. Free trial

Pursuit comes with a 14-day free trial, including 20 voice roleplay minutes, once per person. You add a payment method to start it, but you aren't charged during the trial. We email you before the trial ends.

• Cancel before the trial ends and you won't be charged.
• If you don't cancel, your Pursuit plan starts when the trial ends, on the billing you chose (monthly or annual), and your payment method is charged.
• If you've already had a trial, a new Pursuit plan starts straight away without one.

3. Monthly plans

Monthly plans are charged at the start of each month of service. They aren't refunded for the part of a month that's left when you cancel; you keep access until the month ends.

4. Annual plans

Annual plans are charged a year at a time, in advance.

• Within 14 days of an annual charge, including a renewal, you can ask for a full refund of that charge. Your paid features end when the refund is made.
• After 14 days, annual payments aren't refunded. If you cancel, your plan runs until the end of the year you've paid for.

We email you before an annual plan renews, so you have time to decide.

5. Changing plans

• Moving up (for example, monthly to annual) takes effect right away. You're charged the difference for the rest of the period, with credit for the time you've already paid for.
• Moving down (for example, annual to monthly) takes effect at the end of your current period. There's no refund for the period you're in.

6. Voice minute top-ups

Extra voice minutes are sold in packs of 30 minutes for CA$19, up to 5 packs a month. They aren't available during the trial.

• On a monthly plan, a pack is added to your next bill. On an annual plan, it's charged right away.
• Minutes from a pack don't expire while your plan is active. They end when your plan ends, and unused minutes aren't refunded.
• Packs aren't refundable once the minutes are added to your account, unless the minutes couldn't be used because of a problem on our side.

7. Team Pursuit

Seats

• Seats added during your term are charged right away for the part of the term that's left.
• Seats removed during your term come off at your next renewal. There's no credit for the rest of the current term.
• Team Pursuit has a minimum of 3 seats.

Onboarding fee

The one-time onboarding fee (CA$1,500) is refunded in full if you cancel before your kickoff session. Once the kickoff session has taken place, onboarding work has begun and the fee isn't refundable.

Annual and monthly plans

The rules for annual and monthly plans above apply to Team Pursuit subscriptions too.

8. Failed payments

If a payment fails, we'll email you and retry it. You keep full access for 7 days. After that, paid features pause until the invoice is paid; nothing in your account is deleted. If you'd rather not continue, cancel and your account moves to Free.

9. Pre-authorised debit

Team Pursuit can be paid by pre-authorised debit (PAD) from a Canadian bank account. You accept a PAD agreement at checkout, which sets out the amounts and timing of debits and how to change or cancel it. You have certain recourse rights if a debit doesn't comply with that agreement; for example, you have the right to be reimbursed for a debit that wasn't authorised or isn't consistent with the agreement. To find out more about your recourse rights, contact your financial institution or visit Payments Canada.

10. How to ask for a refund

Email [email protected] from the email address on your account, and tell us which charge you'd like refunded. We'll reply within two business days. Approved refunds go back to the original payment method; card refunds usually appear within 5 to 10 business days, depending on your bank.

This policy doesn't limit any rights you have under consumer protection law. If something has gone wrong that isn't covered here, contact us and we'll do our best to make it right.

Storyline Studio Inc., operating as Top Pursuit · Edmonton, Alberta, Canada · 587-405-2983