Refunds, Cancellations and Subscription Changes FAQ
This article answers the most common questions we receive about CoachRx billing, refunds, cancellations, and plan changes. If your question isn't covered here, message our support team.
Refunds
Can I get a refund?
Refund requests are reviewed case by case. Generally:
Within 7 days of first charge: We'll typically issue a full refund, no questions asked.
Duplicate charges or billing errors: Always refunded immediately.
Outside 7 days: Partial or prorated refunds may be considered if there's a clear reason (e.g. extended illness, technical issues we couldn't resolve).
How do I request a refund?
Message our support team with your CoachRx email, the date of the charge, and a brief reason for the request. Most refunds are processed within 24 business hours.
How long until I see the refund?
Once we process the refund on our end, it typically takes 5 to 10 business days to appear on your card or bank statement, depending on your bank.
Cancellations
How do I cancel my subscription?
You can cancel anytime directly from your account:
Sign in to CoachRx on the web.
Go to Settings > Billing.
Click Cancel Subscription.
Confirm the cancellation.
Your subscription stays active until the end of the current billing period, then it won't renew.
Do I lose access immediately when I cancel?
No. You keep full access through the end of your paid billing period. For example, if you cancel on the 15th and your billing cycle ends on the 30th, you have access through the 30th.
What happens to my client data if I cancel?
Your data is retained for 90 days after cancellation. If you reactivate within that window, everything picks up exactly where you left off. After 90 days, your workspace is permanently deleted.
Plan Changes
How do I upgrade my plan?
Go to Settings > Billing > Change Plan. Upgrades take effect immediately. You'll be charged a prorated amount for the remainder of your current billing cycle.
How do I downgrade my plan?
Go to Settings > Billing > Change Plan. Downgrades take effect at the start of your next billing cycle, so you keep your current plan's features until then.
How do I add more coach seats?
Seats can be added from Settings > Billing > Manage Seats. You'll be charged a prorated amount for new seats added mid-cycle.
Payment Issues
What happens if my payment fails?
We'll automatically retry the charge over the following 7 days. You'll get email notifications at each retry. If all retries fail, your account enters a grace period before being suspended. Update your card in Settings > Billing > Payment Method at any time.
How do I update my payment method?
Go to Settings > Billing > Payment Method and click Update Card. Changes take effect on your next charge.
Can I get an invoice or receipt?
Yes. All past invoices are available in Settings > Billing > Invoice History. Click any invoice to download a PDF.
Still need help?
Message our support team with your CoachRx email and the details of your question. For billing issues, including the charge date and dollar amount helps us resolve things faster.