Cancellation & refunds

1. Your plan at a glance

Prices don't include sales tax. Where tax applies, it is shown at checkout before you pay. Everyone pays the same list price: there are no trials, coupons or promotional prices. The one exception is the same for everyone who qualifies: the half-price offer we may show you once when you cancel (section 9).

2. How to cancel

Use whichever is easiest. Each one works at any time.

1. In your account. Open your account menu, choose Cancel plan, and press Cancel membership. That button is on the first screen, from the start. The same screen also lets you switch to Holo or pause instead (sections 7 and 8), and asks why you are leaving; answering is optional. This way always works, whatever state your plan is in.
2. From an email. Every receipt and renewal reminder has a "Manage or cancel" link that takes you straight there.
3. By email. Write to support@nextgrails.com from the address on your account and ask us to cancel. We act on it within one business day and confirm by email.

When you press Cancel membership, we may show you one offer to stay at half price (section 9). Right beside it, just as prominent, is "No thanks, cancel my membership": one press, and your cancellation goes through at once. That is the only offer we show, and there is nothing else to get past. If you don't qualify for the offer, Cancel membership cancels straight away.

You never have to call us or chat with us to cancel. By email, there is no offer at all: we just cancel.

To avoid the next charge, cancel before the renewal date and time shown in your account.

3. What happens when you cancel

• Your plan stops renewing. You are not charged again.
• You keep full access until the end of the month or year you have paid for. We don't refund or credit the rest of it (section 5).
• The screen confirms it at once, with the date your access ends, and we email you to confirm the cancellation and that date.
• If your last payment failed, cancelling ends your plan at once instead: the unpaid renewal isn't charged, and your access ends then.
• Changed your mind? Until that date, choose Keep my membership in your account and your plan carries on as it was before you cancelled, including a switch to Holo or the half price (section 9) you had already chosen for your next renewal. Beside the button we show the date it renews, the plan and the price, before you press it.
• You can subscribe again at any time, at the price at that time. A half price you had (section 9) ends when your plan ends.
• We keep your account details for 90 days after your access ends, in case you come back, then delete them. Billing records and proof of your agreement are kept longer, as our Privacy Policy explains.

4. Renewal reminders

We email you before you are charged again, so a renewal never comes as a surprise.

• Yearly plans: a reminder about 35 days before each renewal, and a second one about 10 days before.
• Monthly plans: a receipt for every charge, and once a year a reminder about a month before the anniversary of the day you subscribed.

Every reminder gives your plan, the amount, the renewal date, and a link to cancel.

5. Refunds

All sales are final. We don't refund or credit any payment, in full or in part, including for any part of a month or year you don't use. This is the same for monthly and yearly plans, whether you cancel, stop using Next Grails, or your plan or account ends. You can cancel any time, online, and keep your plan until the end of the period you already paid for.

We always do two things:

• We correct billing mistakes. If we charge you twice, charge you without your authorization, charge the wrong amount, or charge you after you cancelled, we reverse the mistaken charge, or the part of it that was wrong.
• We follow the law where you live. If the law of your place of residence requires a refund, we follow it.

6. How to report a billing mistake

• Email support@nextgrails.com from the address on your account. Tell us the date and amount of the charge and what went wrong, or forward the receipt.
• We reply within 2 business days.
• A corrected charge goes back to the card or payment method you paid with, including any sales tax charged on it. Your bank may take 5 to 10 business days to show it.

7. Changing plans

• Before you confirm a switch, you see the new price, how often you will be charged, your next renewal date and how to cancel. We email you a confirmation afterwards.
• A switch to a higher-priced plan with the same billing period starts right away. You pay the difference for the rest of your current period, and you see the amount before you confirm.
• Every other switch starts at your next renewal: to a lower-priced plan, from monthly to yearly, or from yearly to monthly. Until then you keep your current plan.

The cancel screen in your account offers Secret Rare members a switch to Holo, at the same billing period. Like any switch to a lower-priced plan, it starts at your next renewal: nothing is charged that day, and you keep Secret Rare until then. It isn't offered on the half price (section 9).

8. Pausing your plan

• A monthly plan can pause for 1, 2 or 3 months, from the cancel screen in your account. Yearly plans can't be paused.
• Your plan stays on until the end of the month you've paid for. Then it pauses: nothing is charged, and the plan's features are off until it restarts. Your watchlist, alerts and settings are kept.
• It restarts on its own on the date shown before you pause, at the same price, and then renews every month until you cancel. We email you to confirm the pause and its dates.
• You can come back sooner. Before the pause starts, choose Don't pause and nothing changes. During the pause, Resume now charges your plan's monthly price that day and starts a new month from that day.
• You can cancel at any time during a pause. Your plan then doesn't restart, and you aren't charged again.

9. The half-price offer when you cancel

• When you press Cancel membership in your account, we may offer you, once, to keep your plan for half its monthly price, as a monthly plan: Holo for $10.00 or Secret Rare for $15.00 USD a month, plus any sales tax.
• Who gets it: each customer once, ever, after their first full paid month (a first payment at least 28 days earlier). It isn't offered on a plan we gave you for free, a plan whose last payment failed, or a plan already at half price. Everyone who qualifies sees the same offer, and there are no codes or other discounts.
• Nothing is charged when you accept. A monthly plan moves to the half price at its next renewal. A yearly plan runs to the end of the year you paid for, then becomes the half-price monthly plan. From then on it renews every month until you cancel. We email you to confirm it.
• The half price lasts for as long as your membership continues, and it doesn't change meanwhile: price changes (section 10) don't apply to it. If you cancel later, it ends with your plan (choosing Keep my membership before then keeps it); if you come back later, you pay the normal price at that time.
• You can switch plans at any time, except while a pause or a plan change is waiting; switching ends the half price, and the new plan is at its normal price.
• "No thanks, cancel my membership" sits right beside the offer and is just as prominent: it cancels at once. Closing the offer cancels nothing.
• All sales are final (section 5): accepting the offer doesn't give back any payment already made, including for the rest of a yearly plan.

10. Price changes

• If we raise the price of your plan, we email you about 21 days before the new price applies to you (never fewer than 10 days or more than 30). The email gives the old and new price, the date, and how to cancel.
• The new price starts only at your first renewal after that email. It never changes a period you have already paid for.
• If you don't want the new price, cancel before that renewal.
• This doesn't apply to the half price in section 9, which doesn't change while your membership continues.

11. Card disputes and chargebacks

• If a charge looks wrong, please email us first. We can usually fix a billing problem faster than your bank can.
• Charges appear on your statement as [Statement descriptor]. Payments are processed by Stripe.
• If you dispute a charge with your bank, we may pause your account while the dispute is open. We will give the bank our records of the charge, your agreement at checkout and the emails we sent you.
• If the bank decides in your favor, your plan ends.

12. Contact