This policy explains when and how you can get your money back for a BigQTools paid plan. The tools themselves stay free and need no payment; this policy applies only if you buy a paid plan (when paid plans are offered).
How a refund works depends on where you bought your plan:
- on the website (paid through Stripe): our 14-day refund applies;
- through Google Play, in the Android app: Google Play’s refund policy applies;
- through the App Store, in the iOS app: only Apple can refund.
Plans bought on the website
This part covers plans bought on bigqtools.com and paid through Stripe. The 14-day refund below applies only to these plans.
Summary
- Your first payment: refunded in full if you ask within 14 days of paying.
- Renewals: not refunded, unless you were charged in error or the law requires it. Cancel at any time so you are not charged for the next period.
- Cancelling: takes effect at the end of the period you have paid for; you keep your plan’s benefits until then.
- Getting the money back: refunds go through Stripe to the card or wallet you paid with.
14-day refund on your first payment
If a paid plan is not right for you, ask within 14 days of the first payment for that plan and we will refund that payment in full, whether it was monthly or yearly — no reason needed. If the plan came with a free trial, the 14 days start with the first payment after the trial.
When we refund, the paid plan is cancelled straight away and your account returns to the free plan. This refund is available once per person; we may decline repeated requests, for example buying, refunding and buying again to use a plan for free.
Renewals and cancelling
Paid plans renew automatically at the end of each monthly or yearly period until you cancel. You can cancel at any time in Account › Plan with “Manage billing”, which opens Stripe’s customer portal. After you cancel, you are not charged again and you keep your benefits until the end of the current period.
Renewal payments are not refunded, including any unused time in the period, except when:
- you were charged in error, for example twice, or after you had cancelled;
- a long outage made the paid plan largely unusable, in which case we refund or credit the affected part;
- the law where you live requires a refund.
If a yearly plan renewed when you meant to cancel it, contact us within 14 days of the renewal date and we will look at it case by case.
Changing plans
When you move up or down in the middle of a period, Stripe prorates the difference for the days left: an amount due is charged straight away or on your next invoice, and any credit is taken off later invoices. Credit cannot be paid out as cash.
How to ask for a refund
- Email [email protected] with “Refund” in the subject line, or send a request through our support page.
- Include the email address of your BigQTools account and the invoice number (from Stripe’s receipt email or Account › Plan).
- We reply within about two working days and let you know once the refund has been issued.
When the money arrives
Refunds are issued through Stripe to the card or wallet you paid with, including any tax that was collected. Stripe usually processes them straight away; your bank may take 5–10 working days to show the refund. If you paid in your local currency through Stripe’s currency conversion, the refund is made in that same currency and amount; exchange-rate differences and fees charged by your bank are outside our control.
Deleting your account
Deleting your account cancels a plan bought on the website immediately, without an automatic refund. It does not cancel a plan bought through Google Play or the App Store: cancel that one in the store. If you are still within 14 days of your first payment, ask for your refund before you delete the account so we can find the payment. Invoices are kept as accounting rules require, as described in our Privacy Policy.
Disputes with your bank
Please contact us before disputing a payment with your bank (a chargeback); we can usually sort it out faster. While a dispute is open, the paid plan it concerns may be paused.
Plans bought through Google Play
Payment is handled by Google Play. When you cancel, you keep the plan until the end of the period you have paid for and are not charged again. Under Google Play’s general policy, the current period is not refunded unless the law where you live says otherwise.
How to ask for a refund
- Ask Google Play: Google Play’s guide to refunds.
- Or email [email protected] with your Google Play order number (it starts with GPA.). We look at each request and may refund you through Google Play.
Plans bought through the App Store
Payment is handled by Apple, and only Apple can refund a plan bought through the App Store. Ask for a refund at reportaproblem.apple.com. BigQTools cannot refund these purchases or see your payment details.
Your legal rights
Nothing in this policy limits consumer rights that cannot be limited under the law that applies to you. The 14-day refund on the first payment of a plan bought on the website applies whether or not you have started using the plan.
Changes to this policy
We may update this policy. The date at the top of the page shows the current version; changes apply only to payments made after the updated version is published. See also our Terms of Use.
Contact
Questions about payments or refunds: [email protected] or our contact page.