Refunds and cancellation

Where you bought your plan decides how you cancel and who handles a refund. Whichever route you use, the contacts you have already saved stay in Outlook.

Where did you buy?

• On the website: Stripe bills you. Go to the website section.
• In the iPhone app: Apple bills you. Go to the iPhone section.
• In the Android app: Google Play bills you. Go to the Android section.

One account has one plan and one biller. You change or cancel the plan where you bought it, and a plan stays with the account that bought it. Small Business and Enterprise are set up on the website.

When a plan ends

• If you cancel, you keep your plan until the end of the period you paid for. Then the account moves to Free.
• Contacts already saved to Outlook stay there. They are yours.
• Contacts waiting in your review queue stay in your account.
• Fully Automatic turns off when the plan ends.
• If your 60 free days are already over, the account returns to Free with new scans paused (see the free plan below).
• You can still sign in and export your data. You can delete everything at any time.
• If a store refunds a purchase, the plan ends right away. Contacts already saved still stay.
• If a payment fails, on any platform and with any payment method, your access continues for a grace period while the payment is retried. If it is still unpaid when the grace period ends, the plan ends and the account returns to Free, paused. For Apple and Google, that can be longer than the store keeps retrying.

On the website (Stripe)

Cancel

Open Account and choose Manage billing. You keep access until the end of the period you paid for, and you are not charged again.

Refunds

We decide refunds for website purchases. Our Terms of Service (section 6) say fees are non-refundable except where the law requires it, and that partial periods, downgrades and unused time are not refunded. Cancelling, monthly or annual, gives no refund or credit: you keep access to the end of the period you paid for. We may refund a charge in other cases, such as a billing error. To ask, email support@contactgleaner.com with the email address on your account.

Annual plans

An annual plan renews once a year at the annual price. To avoid the next charge, cancel before your renewal date. An annual plan cancelled part-way is not refunded for the unused months.

Small Business: users and seats

Only the billing admin changes or cancels the plan, from the admin console. Members do not have a subscription of their own to cancel. Seats you add are prorated and charged right away. Removing seats gives no refund or credit: the seats stay paid for until the end of the period. You cannot go below the number of members who are active.

When a Small Business plan ends

If the plan is cancelled or goes unpaid, each team member is offered a discounted Personal plan: 20% off for the first 12 months, then the normal Personal price. The offer is made on the website. Each member's saved contacts stay in Outlook.

Company Contact Vault

When a Vault is cancelled, the contacts stored in it are kept for 60 days so you can export them, then they are permanently deleted.

Enterprise

Cancellation and refunds for Enterprise are set by your signed agreement and Business Addendum. See your agreement.

In the iPhone app (Apple)

Cancel

On your iPhone, open Settings, tap your name, then Subscriptions, and choose Contact Gleaner. You keep access until the end of the period you paid for. Deleting your Contact Gleaner account does not cancel an Apple subscription, so cancel first.

Refunds

Apple decides refunds for purchases made in the app. Request one at reportaproblem.apple.com. We cannot issue or promise an Apple refund. If Apple refunds a purchase, your plan ends right away and the contacts you already saved stay.

If a payment fails

Your access continues during a grace period while Apple retries the payment. Apple controls the retries, and the plan ends if the payment is not resolved.

In the Android app (Google Play)

Cancel

In the Google Play app, open Payments and subscriptions, then Subscriptions, and choose Contact Gleaner. You keep access until the end of the period you paid for. Deleting your Contact Gleaner account does not cancel a Google Play subscription, so cancel first.

Refunds

Google Play handles refunds for purchases made in the app. Request one from Google Play. If Google refunds a purchase, your plan ends right away and the contacts you already saved stay.

Deep Glean

• Deep Glean is a one-time purchase on a paid plan. It does not renew.
• Once a Deep Glean run has started, it is not refundable, because the work is delivered when it runs (Terms, section 6).
• This is the same on the website, iPhone and Android. If a Deep Glean purchase is refunded before the run has started, we withdraw the run. A run that has started is left as it is.
• If a run is interrupted, it continues automatically. If it ends in a failure that cannot be recovered, you get one free rerun of that purchase from the Deep Glean card on your dashboard, and emails already read are not counted again. A run that completed, even one that found nothing, does not get a rerun. Once a run has started, the price is not refunded in cash. If the rerun fails too, contact support@contactgleaner.com.

The free plan after 60 days

Free lasts 60 days, counted from your Free-period start date, and costs nothing. Your account shows the date it ends, and new scans pause the day after. Contacts you saved stay in Outlook, contacts waiting in your queue stay in your account, and you can still sign in and export your data. Upgrade and scanning resumes.

The same applies to a paid account that cancels after its first 60 days: it returns to Free, paused, and the page offers a clear Delete everything option. Deleting removes the account for good.

A paused account that is not upgraded is kept for 12 months. We email you several times before the end, then delete the account.

Questions

Email support@contactgleaner.com and say which place you bought from: the website, the iPhone app or the Android app. For a purchase made in an app, Apple or Google still decides the refund.