1. The short version
First-time subscribers in the EU and EEA have 14 days from the day the subscription starts to cancel for a full refund, provided the paid features were not actively used. This is the standard EU right of withdrawal under Directive 2011/83/EU.
After the 14-day window, subscriptions are non-refundable. You can cancel anytime from your dashboard and keep paid features until the end of the current billing period, with no further charges.
Annual plans follow the same 14-day rule. After that, the prepaid balance is non-refundable but you keep service until the end of the year.
If a payment fails, Stripe retries the card automatically. If retries fail, the subscription downgrades to Hobby and your data stays intact.
2. Right of withdrawal (EU/EEA consumers)
If you live in the European Union, the European Economic Area, or the United Kingdom and you are a consumer (not a business), you have a 14-day period in which you may withdraw from your contract for a Lofenta subscription without giving any reason. The period begins the day after the subscription is started.
To exercise this right, email [email protected] with the subject "Withdrawal" and your account email. We refund within 14 days of receiving the request, using the same payment method you used for the order.
Important: by explicitly starting a deploy or attaching a custom domain within the 14-day window, you request that we begin providing the service immediately. If you do that, you forfeit the right of withdrawal under Art. 16(m) of Directive 2011/83/EU. We do not refund actively-used subscriptions even within the 14-day window.
3. Business subscriptions
For Developer and Team plans purchased by a business (not a consumer), the EU consumer right of withdrawal does not apply. Subscriptions are non-refundable except where required by applicable law.
4. Pro-rata refunds
Lofenta does not pro-rate refunds when you downgrade mid-period. You keep paid features until the end of the current period, then drop to the new plan.
5. Disputes and chargebacks
If you believe a charge was incorrect, please contact us before initiating a chargeback with your bank. Most billing issues can be resolved within a couple of business days.
Filing a chargeback for a charge you authorised will be treated as a violation of Section 12 of our Terms of Service and we may suspend the account pending resolution.
6. Service credits for outages
Lofenta does not currently publish a credit-bearing SLA. We make best-effort commitments on the public status page. If an incident materially affects your service for an extended period, contact [email protected] and we will review a goodwill credit on a case-by-case basis.
7. Contact
Email [email protected] for any refund request or billing question. Include your account email and the date of the charge.