What This Covers
This policy explains how to cancel a Whollify subscription, when you get money back, and what happens to your access when you do. It forms part of our Terms of Service, and applies to individual subscriptions (Whollify Pro and Whollify Max) and to institutional Team plans bought online. Enterprise plans are governed by the signed agreement with the institution. See "Institutions" below.
Nothing in this policy takes away a right you have under the law where you live. Where a statutory right and this policy differ, the statutory right applies.
Cancelling a Subscription
You can cancel at any time from your Whollify account settings, or by emailing support@whollify.com. You do not need to give a reason and there is no cancellation fee.
- Billing stops at the end of the current period. Cancelling prevents the next renewal; it does not stop a payment already taken.
- You keep access until then. Paid features remain available for the rest of the period you have paid for, after which your account moves to Whollify Free.
- Your work stays. Cancelling a subscription does not delete your account, your coursework or your records. Deleting your account is a separate action, described in our Privacy Policy.
- Plan limits apply again. Where you were using more than the free tier allows, active research projects for instance, you keep access to existing content but may not be able to create more until you are back within the limits.
Refunds
Outside the statutory withdrawal right described below, subscription payments are generally non-refundable and we do not pro-rate part-used periods: if you cancel halfway through a month or a year, you keep access for the remainder rather than receiving money back for it.
We will refund you, on request, where:
- You were charged in error: a duplicate charge, a charge after you cancelled, or a charge on the wrong plan.
- You were charged for a renewal you did not intend and tell us within 14 days of the charge, provided you have not substantially used the Service in that period. We would rather refund an unwanted renewal than argue about it.
- The Service was materially unavailable for a sustained period during the term you paid for, and the fault was ours.
- A paid feature did not work as described and we could not fix it within a reasonable time.
Approved refunds go back to the original payment method, through the processor that took the payment (Stripe or Paystack). Allow 5 to 10 business days for it to appear, depending on your bank. Where currency conversion applied, the amount you receive may differ slightly from the amount charged; that difference is the processor's and your bank's, not ours to control.
We may decline a refund where an account has been terminated for breach of our Terms or Community Guidelines, or where a request is plainly made in bad faith.
EEA and UK: Your 14-Day Withdrawal Right
If you are a consumer resident in the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a subscription within 14 days of buying it, without giving a reason.
To withdraw, tell us before the 14 days are up. An email to support@whollify.com saying you want to withdraw is enough; there is no form to complete. We will refund what you paid within 14 days of being told, using the same payment method.
One qualification, because it applies to almost everyone: paid features are switched on the moment you subscribe, at your request. Where you have started using the Service within the withdrawal period you may still withdraw, but we may keep an amount proportionate to what you have used. Where the service you bought has been fully performed within the period with your acknowledgement, the withdrawal right ends at that point.
Institutions
Institutional plans come in two shapes and they cancel differently.
- Team is bought online and billed by seat. It cancels the same way an individual subscription does: cancel at any time, billing stops at the end of the current period, access continues until then, and part-used periods are not pro-rated. Removing a seat mid-period does not refund that seat.
- Enterprise is quoted and governed by the signed agreement with the institution. That agreement, not this page, sets its refund and cancellation terms.
Individual students at an institution do not pay us for their institutional access and have nothing to cancel here. If you also hold a personal paid plan, that is yours and this page applies to it. Institutional billing questions go to hello@whollify.com.
Failed and Disputed Payments
If a renewal payment fails, we may retry it over a short period and will email you. Paid features may be suspended until payment succeeds; your data is not deleted during this period, and access is restored when it does.
If you do not recognise a charge, please contact us before raising a chargeback with your bank, because we can usually identify and refund it faster than the dispute process can. Where a chargeback is raised, we may suspend the account until it is resolved.
How to Ask
Email support@whollify.com with the email address on your account, the date and amount of the charge, and what you would like us to do. We aim to respond within 1 business day.
If you are a Nigerian resident and we cannot resolve a billing complaint between us, you may take it to the Federal Competition and Consumer Protection Commission at fccpc.gov.ng.