If you subscribed to Napkin and your plans changed, you may be able to get a refund. This article explains who is eligible and how to ask for one.
Refund eligibility
A payment can be refunded only if both of these are true:
- You request it within the refund window:
- Monthly subscriptions: within 24 hours of the purchase date and time.
- Annual subscriptions: within 48 hours of the purchase date and time.
- No credits have been used since the purchase. If any credits were used after the payment, it is not eligible for a refund.
Service fee
Where permitted by law, a service fee of up to 10% may be deducted from approved refunds to cover payment processing and transaction costs. The exact amount is confirmed when your refund is processed.
Outside the refund window
If you're outside the refund window, or credits were used during it, the payment generally isn't refundable. Your subscription stays active for the current billing period. You can still cancel at any time to stop future renewal charges.
How to request a refund
- Cancel your subscription first.
- Email [email protected] with:
- The email address on your Napkin account
- The charge amount and date
- Your invoice ID or receipt, if you have it
- A short description of the reason for the refund, or of what looks wrong with the charge
Please include every detail in your first email. If information is missing, we may not be able to process your request.
Processing timeline
- Review: Our team reviews requests within 7 business days.
- Refund: If approved, the refund goes back to your original payment method within 10 business days.
- Confirmation: You'll get a confirmation email once the refund is processed.
Note: Processing times may be delayed during holidays, weekends, or due to banking processing schedules.
Please send one email per request. Requests are handled in the order they arrive. Follow-up emails or duplicate tickets don't speed up a review. They add to the queue and can slow your request down.
Important points
- One refund per account. Each account can get one refund in its lifetime. We may consider a second request in exceptional circumstances, at our discretion, so please explain your situation in detail.
- Scope. Refunds only cover your most recent billing cycle. Earlier charges aren't eligible. Refunds go to the original payment method only.
- Teamspaces. Extra seat charges follow the same windows and rules. If any team member used credits during the refund window, the whole teamspace refund request isn't eligible. Only the teamspace admin can request a refund for seat charges.
- Account termination. If your account is terminated for violating our Terms of Service, no refund is provided for remaining credits or prepaid services.
- Customers in the EU, UK, and Turkey. Consumers in these regions may have a statutory right to withdraw from a purchase within a set period, as required by local law. This right generally ends once you start using the service, for example, by spending credits. If this applies to you, mention your region in your refund request, and we'll handle it under your local rules.
- Your rights under local law. This policy does not limit any rights you may have under the consumer protection laws that apply to you.
Contact
For all refund requests, email [email protected].