Cancellations

If you wish to cancel your Back On Stage account, you may do so at any time. We do not lock you into any contracts.

To cancel your account, login to your subscription portal (https://backonstageapp.com/pages/subscription-portal) and cancel or modify your subscription.

If you elect to cancel your subscription plan, your termination will take effect immediately and you will not be charged again. Your account will remain active until the end of your current billing cycle and you will not be entitled to any refund or prorated amount.

Once your billing cycle ends, you will no longer be able to log in to www.backonstage.app and your account will be deleted from our servers within 30 days (in case you change your mind).

90-Day Money-Back Refunds (if applicable)

For up to 90 days after your first subscription payment, you may request and are entitled to a full refund of any subscription amounts paid if you are unhappy with our software and wish to cancel your account. Please email a cancellation and refund request to support@backonstageapp.com within 90 days of your first subscription payment. Your termination and refund will be processed within 14 working days.

SMS Message Packs

SMS Message Packs are prepaid credit for text messages we send on your behalf. Once a message has been sent we have already paid our carrier for it, so used messages cannot be refunded.

Unused message credits can be refunded, less a $10 processing fee. That fee covers the payment processing costs we incur on the original purchase, which are not returned to us when a refund is issued.

Unused credits are refunded at the rate you paid for them. Packs are priced at different per-message rates, so a refund is calculated from your purchase history rather than at a flat rate:

• 250 messages, $12.50, which is $0.05 per message
• 1,000 messages, $42.50, which is $0.0425 per message
• 2,000 messages, $70.00, which is $0.035 per message

Credits are used in the order you bought them, so the credits still sitting on your account are the ones you bought most recently. We value your remaining balance against your most recent purchase first, then the purchase before that, and so on until the whole balance is accounted for.

Example. Your most recent purchase was a 2,000 message pack at $70.00, which is $0.035 per message, and you have 1,000 credits left. Those credits are worth $35.00, so the refund is $35.00 less the $10 fee, which is $25.00.

If your remaining credits are worth $10 or less there is nothing to refund, because the processing fee covers what the original payment cost us. Packs never expire, so unused credits stay on your account until you use them rather than going to waste.

Not sure what your balance is worth? Email support@backonstageapp.com and we will work it out and tell you before you decide.

To request a refund on an unused balance, email support@backonstageapp.com from the address on your account. Refunds are processed within 14 working days.

Services, Packages and Digital Products

Digital downloads (templates, guides and other resources) can be returned within 30 days of purchase for a full refund. Email support@backonstageapp.com and tell us which one.

Services (setup, migration, training, consulting and any other work delivered by a person) can be cancelled for a full refund up to 24 hours before the session or the delivery date. Just let us know.

Cancellations inside 24 hours, and missed sessions, are treated as delivered.

Once a service has been delivered it is not refundable. These are delivered by real people, and the time and the costs are already spent by the time the work reaches you. If something about a delivered session was not right, email support@backonstageapp.com and tell us what happened. We would rather fix it than argue about it.

To cancel or reschedule, email support@backonstageapp.com or use the chat icon in the bottom-right corner of any page.

Late or missing refunds (if applicable)

We will notify you as soon as we have processed a refund for you. Please allow 3-7 working days for the refund amount to show up in your credit card account. After 7 working days, if you haven’t received a refund yet, first check your original payment method (credit card) again. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@backonstageapp.com