At Subanana, we want to be clear and transparent about how our paid plans work. To keep features like subtitle generation, AI meeting summaries, and real-time transcription running without interruption, paid plans use the industry-standard auto-renewing subscription model. This article covers subscription renewal, charge authorization, cancellation, duplicate charges, and our refund policy.
1. Subscriptions and auto-renewal
All Subanana paid plans are ongoing subscription services, not one-time purchases.
Auto-renewal: unless you cancel, your subscription renews automatically at the end of each billing cycle so that the service is not interrupted.
Billing cycle: depending on the plan you choose, you are charged automatically either monthly or yearly. Monthly plans are charged each month and release that period's usage allowance; yearly plans charge the full year's fee once at the start of the subscription and release the entire year's usage allowance at once.
2. Transparent pricing and terms
When you upgrade or subscribe to a plan, the relevant terms are clearly shown along the way, so you have the full picture before you pay:
The plans page lists each plan's price and billing cycle, and states that you can cancel your subscription at any time.
Checkout is handled by Stripe, and the checkout page states the billing cycle (billed once a month or once a year).
Before you confirm, the page reminds you that completing the subscription authorizes Subanana to charge you automatically every cycle under the terms, until you cancel.
So when you complete the payment process, it means you have read and agreed to the auto-renewal arrangement described above.
Paid plans are priced in both Hong Kong dollars (HKD) and US dollars (USD): Hong Kong users are billed in HKD, and users elsewhere in USD, with the exact amount shown in the app. If you need higher usage or corporate billing arrangements, the Enterprise plan offers custom pricing — feel free to contact us at hello@subanana.com.
3. How your card details are stored
To keep your information safe, Subanana never stores your full credit card details directly.
All payment transactions are processed by Stripe, a third-party payment platform. Your payment method is tokenized (stored as an encrypted token) so that the renewal can be processed automatically in the next cycle; we are not a card processor ourselves and never keep your card number.
To update your payment method or billing details, go to [Avatar] → [Billing] in the app, then under "Payment method management" click "Manage payment methods and details" — you'll be taken to Stripe's payment management page. Please note that payment methods and billing details are managed by Stripe, and there is no separate billing email field in the app; only the workspace owner can manage payment methods.
4. Can I pause my subscription?
Subanana does not currently offer a "pause subscription" option. A subscription is either active or canceled — there is no pause or freeze state in between.
If you won't be using the service for a while, we recommend simply canceling your subscription (see section 5 below for the steps). After you cancel:
You will not be charged for the next cycle.
You can keep using the service until the end of the current billing cycle.
You can re-subscribe at any time if you need the service again.
Please note: canceling is not pausing. When you cancel, your subscription lapses at the end of the current billing cycle, and any unused minutes in the plan are generally not kept for a future re-subscription (unused minutes carry over only when you upgrade or switch plans). If you want to use up your remaining allowance before stopping, finish that work before the current billing cycle ends.
If your goal is simply to stop the automatic charges while keeping your current plan until the cycle ends, no extra steps are needed — just cancel using the steps below, and the service will automatically remain active until the end of the current cycle.
5. How to cancel your subscription
You can cancel your subscription directly in the app — there's no need to go to a Stripe page. Follow these steps:
Click your [Avatar] at the top of the page and choose [Billing].
Under "Subscription status management", click [Cancel subscription].
You'll be asked to choose a cancellation reason; then click [Confirm cancellation] and you're done.
Please complete the cancellation before your next billing date to avoid being charged for the next cycle. After canceling, you can keep using the service until the end of the current billing cycle. Only the workspace owner can cancel the subscription.
If you change your mind before the subscription lapses, you can click [Reactivate subscription] on the same page to restore it. Please note: if you have been renewing at a legacy price, you will not be able to re-subscribe at that old price after canceling.
6. What happens if a renewal charge fails?
For renewal charges, Subanana does not automatically retry failed renewal charges. If a renewal charge fails, the subscription simply lapses and the system will not attempt the charge again; a failed charge means no money was collected, and you will not owe anything because of it. If you want to use the service again later, just re-subscribe.
7. Duplicate subscriptions or duplicate charges: what if I'm charged for two plans at the same time?
In rare cases, you may find two active subscriptions on your account at the same time (for example, you re-subscribed to a plan while the old subscription was still active and had not been canceled), so you were charged twice for the overlapping period. If you suspect a duplicate subscription or duplicate charge like this, we will verify it together with you and arrange things accordingly.
Verifying and handling this kind of duplicate charge is different from the policy in section 8 below for "forgot to cancel and got auto-renewed". If you suspect a duplicate subscription or duplicate charge on your account, contact us at hello@subanana.com or via the in-app support chat, and provide the following so we can check:
the email address registered to your subscription;
the plan you actually want to keep (for example, "Pro yearly");
the charge dates and amounts shown on your statement (if convenient, attach a screenshot of the Stripe receipt; a Stripe receipt for each charge is also sent automatically to your payment email).
Once verified, we will sort out the overlapping subscriptions and help you keep the single plan you need.
8. Refund policy
Given the high operating costs of AI services and the digital nature of the product, billing cycles that have already started are generally non-refundable.
No retroactive refunds: if you forget to cancel and are auto-renewed, and that cycle has already started, the charge generally cannot be refunded under the Terms of Service. To protect yourself, if you plan to stop using the service, be sure to cancel before the next billing date using the steps above.
Case-by-case goodwill: for an unexpected auto-renewal (for example, a yearly renewal) on an account that has been inactive for a long time, we assess each case individually and may offer a one-time goodwill arrangement. If this applies to you, contact hello@subanana.com with the details and we will review it case by case.
Clear billing errors are an exception: the general policy above does not apply to clear billing errors, such as the duplicate subscriptions or duplicate charges described in section 7; if that's your situation, contact us and we will verify and resolve it.
If you have any questions about your subscription or billing, feel free to contact us at hello@subanana.com or via the in-app support chat. We usually reply within one business day (Monday to Friday, Hong Kong time).