Refund and cancellation policy
You can cancel any paid plan at any time in Settings, Billing. Cancelling never deletes your documents: the workspace moves to the Free plan at the end of the period you paid for. This policy is part of our Terms of service.
On this page · 11 sections
1. Free trial
Premium comes with one 7-day free trial per workspace. Cancel before the trial ends and you are not charged. If you do not cancel, the plan you chose starts and is charged when the trial ends.
2. Monthly plans
When you cancel, your plan stays active until the end of the month you paid for. We do not refund partial months.
3. Yearly plans
If you cancel within 14 days of a yearly charge, we refund it in full. After that, your plan stays active until the end of the year you paid for. If you are a consumer and the law where you live gives you a longer cooling-off period, that applies.
4. Changing plans
- Upgrades start straight away. We charge the difference for the rest of the current period.
- Downgrades start at your next renewal. Until then you keep the higher plan.
- Moving between monthly and yearly billing follows the same rules: up straight away, down at renewal.
- When a downgrade starts, features the new plan does not include stop working. Your documents, templates and records are kept.
5. Teams members and add-ons
- Teams is billed per member who can send (admins and senders), with a minimum of 2. Viewers, approvers and signers are free.
- Adding a member is charged pro rata for the rest of the period. Removing one gives a credit on your next invoice, not a refund.
- The eSora PDF bundle is billed per member with your plan, and ends with it.
- Photo ID checks on Teams are charged per completed check at the end of each billing period. A completed check is not refunded, unless it was charged by mistake or failed because of our error.
6. Failed payments
If a payment fails, we retry and email the workspace admins. Your plan stays active while we retry. If the payment still fails, the workspace moves to the Free plan; nothing is deleted, and you can choose a plan again at any time.
7. When we refund in full
- You were charged by mistake, or twice.
- We ended the service for reasons other than your breach of our terms.
- We changed the terms or raised a price in a way you did not accept, and you cancelled before it applied; we refund the unused time.
8. When we do not refund
- Partial months on monthly plans.
- Yearly plans after the first 14 days, except as section 7 says.
- Accounts suspended or closed because our Acceptable use policy or Terms of service were broken, except where the law requires.
- Closing a workspace: closing cancels the plan at the end of the paid period, like any cancellation.
9. Taxes, currency and invoices
Prices are in US dollars. Sales taxes are added at checkout and refunded with the charge they belong to. If your bank converts the amount into another currency, exchange differences and bank fees are not ours to refund.
Invoices and receipts are in Settings, Billing. You can update your billing address, tax number and card there at any time.
10. Enterprise
Enterprise plans are billed under the order form you sign with us. Where it differs from this policy, the order form applies.
11. How to ask
Email billing@esorasign.com from an admin's address with the workspace name and the invoice. We reply within 2 business days. Refunds go back to the original payment method within 5 to 10 business days. Please talk to us before disputing a charge with your bank.