Plan changes & refunds

How plan upgrades, downgrades, cancellations, and refunds work.

Changing your plan

Go to Dashboard → Settings → Billing → Change plan to upgrade, downgrade, or cancel.

Upgrades

Plan upgrades take effect immediately.

You are charged a prorated amount for the remaining days in your current billing period. For example, if you upgrade from Starter to Growth 15 days into a 30-day billing month, you pay half a month's difference between the two plan prices.

Upgraded features — higher session limits, additional voice minutes, priority support — are available as soon as the upgrade is confirmed.

Downgrades

Plan downgrades take effect at the start of the next billing cycle.

Until that date, you keep all the features and limits of your current (higher) plan. You will not be charged for the higher plan again after the cycle ends.

Data retention after downgrade: your data is retained for 30 days after the downgrade takes effect, in case you decide to upgrade again within that window. After 30 days, data that exceeds the lower plan's retention policy is purged.

Cancellations

You can cancel your subscription at any time from Dashboard → Settings → Billing → Cancel plan.

• Your account remains active and fully functional until the end of the current paid period.
• No refund is issued for the unused days remaining on a monthly plan.
• After the period ends, your account is moved to read-only mode. Nudges stop firing, but you can still log in and export your data for 30 days.

Refund policy

Every new account starts with a 14-day free trial, so you can judge the results on your own store before you pay. Once you are on a paid plan, fees are not refunded because results fell short. We refund only:

• Duplicate or wrong charges: the extra amount, in full.
• A plan we could not activate within 24 hours of a successful payment: the payment, in full.
• A service we discontinue, or a material change to our terms that you reject: the unused part of a prepaid period, pro-rata.

The full rules are in our Refund & Cancellation Policy.

To request a refund, email billing@elnudge.com from the address associated with your account. Include your site key (sk_live_XXXXXXXX) and the charge date.

Approved refunds are returned to the original payment method within 5–10 business days.

Plan comparison

Support response times: Starter 3 business days, Growth 1 business day, Scale 4 hours (priority support), Enterprise 1 hour.

Need more in a month? Buy a pack (prices on the pricing page) from Dashboard → Settings → Billing. Full details are on the pricing page. All plans are billed monthly; see Annual billing.

Frequently asked questions

Can I pause my subscription instead of cancelling?
Not currently. You can downgrade to Starter to reduce your cost, then upgrade again when you are ready.

What happens to my A/B test data if I downgrade from Growth to Starter?
A/B testing is a Growth+ feature. If you downgrade, your existing test results are preserved in read-only form for 30 days but new tests cannot be created.

I was charged incorrectly — what do I do?
Email billing@elnudge.com with your account email, the charge amount, and the date. We aim to resolve billing disputes within 2 business days.