Refunds and cancellation

Get help with cancellation, billing issues, and refund review.

Use the account portal for cancellation. Email support when checkout, entitlement, cancellation, failed payment, or refund status does not match the account.

Cancellation

Cancel from the account portal when self-service cancellation is available for your account.
If the portal path fails or is unavailable, email admin@heapfile.com from the account email.
Cancellation stops future renewal charges after the payment provider and HeapFile entitlement state are updated.

Refund review

Users can request refund review for accidental purchases, duplicate charges, failed entitlement, or paid features that were not available as described.
Include the account email, approximate purchase date, and a short reason. Do not send card numbers or payment credentials.
Approved refunds are processed through the original payment provider when possible.

Feature availability

Free features are meant to prove local setup and local memory.
Premium features are delivered only as each cloud service, connector, team feature, report, or automation path is deployed and entitled.
If a paid feature is still gated, HeapFile should label it as gated or roadmap instead of treating it as delivered.

Billing records

HeapFile may retain billing, tax, fraud-prevention, and account-history records as required for payment operations and legal obligations.
Account deletion does not necessarily erase payment-provider records that must be retained outside HeapFile.