Refunds

Cancel from settings at any time. There is no notice period, no exit fee, and nobody to talk to first.

The paid plan continues to the end of the period you have already paid for. At the end of it, the mandate closes and the account returns to the free plan. Nothing is deleted: every meeting, client, commitment and note stays, and the export keeps working.

Counsel does not refund a subscription period that has begun. You keep the plan for the whole of the period you paid for, and you are not charged again.

Top-up packs are no longer sold. Any legacy balance remains available until used and does not expire. Prior top-up purchases remain non-refundable under the terms that applied when purchased.

There is no free trial to be caught out by, because the free plan is a real plan rather than a countdown. You can see what Counsel makes of your calendar before paying anything.

Three cases, without argument:

A charge you did not authorise. Tell us and we refund it in full and close the mandate.

A duplicate charge. If Counsel takes the same payment twice, the second is refunded in full.

A charge after you cancelled. If a payment is collected for a period beginning after your cancellation, it is refunded in full.

Anything else, write to us. A rule that fits every situation has not been invented, and we would rather look at it than point at a page.

Email counsel@twelfthkey.com from the address on the account, with the invoice number if you have it. We reply within two working days.

An approved refund is returned through Razorpay to the original payment method, usually within 5 to 7 working days once we have issued it. How quickly it appears after that is your bank’s to decide, not ours.

A failed payment is not a cancellation and there is no late fee. Nothing is switched off; you get two emails over ten days and, if it is still unpaid, the account returns to free with everything intact.