Everyone changes their mind from time to time. We work on the basis that if you forgot to cancel or tried the service in good faith but decided against it, we'll be sorry to lose you but happy to assist.

If your situation is not covered by the FAQs then chat with us or send an email. Although we do our best to explain our policies simply below, the Refunds section of our Terms of Service is also an excellent reference. Don't forget to read the Mutual Beveraging section, either.

How do I request a refund?

It's a straightforward, two-part process:

  • First, cancel the service for which you'd like a refund:
    • To cancel your core Olark plan, go to your Billing page and click the Cancel your plan link.
    • To cancel a PowerUp, go to your Billing page and scroll down to the PowerUps section. Click Manage PowerUp, and then click Deactivate on the following page. Note that cancelling your core plan will not cancel your PowerUps.
  • Finally, create a support ticket, telling us that you have cancelled your service and would like to request a refund.

The important part here is that the service must be cancelled before we can refund you, and you must do the cancellation yourself. For your safety, we can't make any changes to your billing account.

Do you offer full refunds?

If you intended to cancel before the end of your trial period, or before a recent renewal, but lost track of time, follow the steps above and we'll refund the charge.

Do you offer partial refunds?

If you think there's a chance you may need to cancel during a 1- or 2-year subscription, we recommend choosing the monthly version of the plan instead, which you can cancel at any time.

For example, we wouldn't offer a partial refund 1 year into a 2 year subscription.

We suggest newcomers to Olark start out with the monthly plan. You can change to a yearly or 2-yearly billing cycle at any time, when you have a better idea of the plan that's right for you.

If you decide to cancel a PowerUp partway through your monthly billing cycle, we'll refund your most recent charge.

How far back can I request a refund?

We are happy to process a full refund within 60 days of a payment if you weren't using the service during that time. After 60 days, credit card providers typically no longer allow a refund on a charge.

How does the refund work?

If you follow the steps above, there's nothing else to do. We'll email the billing address we have on file once the refund has been processed.

The charge will be refunded to the original credit card. This can take up to 7-10 business days to appear, but is usually much sooner. We're at the mercy of the banks on this one :)