Cancellation & refunds
Cancelling your subscription
You can cancel your Emergent subscription at any time through the web app, mobile app, or directly in the Stripe customer portal.
Cancel via web or mobile app
Navigate to Settings → Billing and select Cancel subscription. You'll be asked to confirm; once confirmed, your subscription moves to a cancelled state at the end of the current billing period.
Cancel via Stripe
If you subscribed through Stripe Checkout, you can also manage your subscription in the Stripe customer portal. Click Manage billing in Settings → Billing to open the portal, then choose Cancel subscription.
Note
Cancellations take effect at the end of your current billing cycle. You retain full access and any remaining subscription credits until that date.
What happens to your credits
When you cancel, the treatment of your credits depends on how you acquired them:
| Credit type | What happens on cancellation |
|---|---|
| Subscription credits (monthly allowance) | Remain usable until the end of the current billing period, then expire. Any unused balance is forfeited. |
| Top-up credits (one-time purchases) | Persist indefinitely. You can continue using them on the Free plan after your subscription ends. See Managing credit usage for details. |
Tip
If you have unused top-up credits, consider downgrading to the Free plan instead of cancelling outright. You'll keep access to your apps and can spend those credits over time.
What happens to your apps
All apps you've built remain preserved and accessible after cancellation; however, live published versions will stay up only while credits cover the tier fee. Without sufficient credits, published versions go offline. You can:
- View, test and share live URLs (while credits cover the tier fee)
- Export code or download assets
- Re-run builds using top-up credits (if you have any) or by resubscribing
New builds require credits
Once subscription credits expire, you'll need top-up credits or an active plan to create new apps or request changes to existing ones. Read-only access is always free.
Refund eligibility
Emergent offers prorated refunds on subscription credits only, subject to the conditions below.
Subscription credits (prorated)
If you cancel your subscription, you are eligible for a prorated dollar refund of unused subscription credits. To receive a refund, cancel your subscription first; published app usage will be subtracted from the refundable amount.
Request a refund
Email support@emergent.sh with your account email and billing date. Include a brief reason (optional but helpful).
Review & approval
The support team verifies usage and eligibility, typically within 1-2 business days.
Refund issued
Approved refunds are processed to your original payment method within 5-10 business days.
Top-up credits (non-refundable)
One-time credit top-ups are final and non-refundable once purchased. Because top-up credits never expire and can be used at any time, they are treated as a stored balance rather than a subscription service.
Info
Top-up credits remain in your account even if you downgrade or cancel. You can always return and spend them later.
Disputes and chargebacks
If you file a chargeback or payment dispute with your bank or card issuer before contacting support, your account will be automatically suspended to prevent fraud. To resolve:
- Contact support first at support@emergent.sh. Most billing issues can be resolved quickly.
- If a chargeback has already been filed, email us immediately with details. We'll work with you and the payment processor to close the dispute and restore access.
Chargeback consequences
Accounts with unresolved chargebacks may be permanently closed and banned from future use of the platform.
Retention offers
If you're cancelling due to cost, usage limits, or a missing feature, let us know. We occasionally offer:
-
Discounted plans for students, educators, or non-profits
-
Extended trials if you're evaluating the platform for a larger project
-
Custom credit packages for teams with specific usage patterns
Reach out to support@emergent.sh before cancelling. We'll do our best to find a solution that works for you.
For more on how credits are allocated and consumed, see Managing credit usage. For billing management and invoices, see Stripe.
