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Cancellation, downgrade, and refunds

Cancellation, refund, and payment dispute are different operations. Canceling a subscription normally stops its next renewal; it does not automatically return a payment that has already been made.

Canceling at the end of the billing period​

The normal cancellation flow schedules the subscription to end on its next billing date.

  • The organization keeps Team or Scale access through the already-paid period.
  • No further renewal is charged after the cancellation becomes effective.
  • The current payment is not automatically refunded.
  • At the end of the billing period, the organization moves to the Free (Basic) plan.
  • The organization, landscapes, diagrams, and model data are not deleted.

Paddle documents this as cancellation at the end of the current billing period in its subscription cancellation guide.

Immediate cancellation​

Immediate cancellation can end paid access before the current billing period expires. It is handled through support and may be combined with a refund when required by applicable law or approved under the refund policy.

What happens to data above Free limits​

Moving to the Free (Basic) plan does not delete existing organization content, even when the organization contains more landscapes, diagrams, objects, or links than the Free plan normally allows.

After the downgrade:

  • existing content remains available for viewing;
  • owners can export content and remove content that is no longer needed;
  • operations that would create or import additional content above Free limits can be blocked;
  • Team- and Scale-only capabilities become unavailable;
  • paid AI capacity is no longer available;
  • renewing or upgrading restores the applicable paid-plan capabilities;
  • reducing usage below Free limits allows normal Free-plan creation within those limits.

This approach prevents data loss while ensuring that a canceled paid plan does not continue to provide paid capacity indefinitely.

Refunds​

Requesting cancellation does not itself request a refund. Contact support with the transaction, organization, and reason for the request.

Refund eligibility is determined by Paddle's policy and applicable consumer law. Some jurisdictions provide mandatory withdrawal or refund rights. See the current Paddle refund policy.

When a refund is approved:

  • a full refund ends the paid entitlement associated with the refunded payment and may end access immediately;
  • a partial refund does not normally change plan access unless the subscription, plan, or seat quantity is also changed;
  • the time required for funds to appear depends on the payment method and financial institution;
  • organization data is retained under the same downgrade rules if the plan ends.

Chargebacks and payment disputes​

A chargeback is opened through the customer's bank or payment provider. Paddle is the merchant of record and manages the dispute process. See Paddle's chargeback guide.

Contact SysCraft support before opening a dispute whenever possible. A chargeback or confirmed payment reversal can suspend paid entitlement while the payment is being reviewed. If a dispute is reversed and the subscription is still valid, support can verify whether access should be restored.

Frequently asked questions​

Will my data be deleted when I cancel?​

No. Cancellation changes the plan and available capacity; it does not delete the organization or its existing model data.

Can I continue working after the downgrade?​

Yes, within Free-plan capabilities and limits. If existing usage is already above a Free limit, you can review, export, and clean up the existing content, but operations that increase the exceeded usage can be blocked.

Do I receive an automatic refund when I cancel?​

No. Standard cancellation stops the next renewal and preserves paid access through the current billing period. A refund is a separate request.

Can a canceled subscription be restored?​

The canceled Paddle subscription itself cannot be reinstated. The organization owner can purchase a new subscription for the organization.

Can a subscription be moved to another organization?​

Transfers are handled through support. Support verifies ownership and the destination organization before authorizing the transfer.

Where can I ask about a billing problem?​

Use the Support action in SysCraft or the support form on the Pricing page. Include the organization name, transaction or subscription reference, and a description of the requested change. Do not send card details.