Follow Up Ace Refund & Cancellation Policy

Last updated: July 7, 2026

Version: 2.0

This Policy explains how cancellations and refunds work for Follow Up Ace (the "Service"), provided by Moon Sherpa Labs ("Company," "we," "us," "our"). It covers both the per-seat products (Ace and Ace Pro) and the account-wide add-on (Ace Trove), and the differences between Team Pay and Self Pay billing. It supplements and is incorporated into the Terms of Service.

1. How to Cancel

You may cancel at any time through the Service interface or by emailing [email protected]. Please cancel before your next renewal date to avoid being charged for the next cycle.

Per-seat (Ace / Ace Pro). Cancelling a seat stops the per-seat subscription for that user.
Ace Trove (account-wide add-on). Trove is billed once for the whole Account. Cancelling Trove removes the account-wide intelligence layer for the entire Account. Cancelling Trove does not automatically cancel the underlying per-seat Ace/Ace Pro subscriptions, and cancelling all per-seat subscriptions will end eligibility for Trove (Trove requires an active Ace or Ace Pro subscription).

2. Team Pay vs. Self Pay

Team Pay. An Account administrator who purchased seats on behalf of team members (and/or the Account's Ace Trove subscription) is responsible for those charges and controls their cancellation. Team Pay users cannot cancel or change the administrator-managed billing for their own seat or for Ace Trove; they must contact their administrator. Removing a Team Pay user's seat takes effect at the end of the current billing period unless otherwise required by law.
Self Pay. A user who purchased their own seat manages and cancels their own subscription independently.

3. Effect of Cancellation

Paid features generally remain active until the end of the current billing period; the subscription then ends or downgrades.
For per-seat products, cancellation of a paid tier downgrades that user (for example, to a free tier where offered) rather than deleting the account, unless deletion is requested.
Cancellation does not, by itself, delete your account, conversation history, or settings; you may resubscribe to regain paid features.
Data retention and deletion after cancellation are governed by the Privacy Policy §7. On account deletion, data (including data-warehouse records) is deleted on the schedule described there.

4. Refund Policy

General rule. Subscription fees are non-refundable except as required by applicable law or as expressly stated below. We do not provide prorated refunds for mid-cycle cancellations, downgrades, unused seats, or unused capacity, and downgrades and cancellations are not prorated.

Exceptions we may honor at our discretion or as required by law:

Billing errors — e.g., a duplicate charge or a charge after a timely cancellation. Report suspected billing errors within thirty (30) days of the charge to [email protected].
Statutory rights — any non-waivable refund or cancellation rights under applicable law.

We do not offer a Service Level Agreement and do not provide service credits. Fees are non-refundable except as stated in this Policy or as required by applicable law.

Approved refunds are issued to the original payment method via Stripe, typically within 5–10 business days of approval.

5. Chargebacks and Payment Disputes

Please contact us before disputing a charge. Genuine billing errors (duplicate charges, charges after a timely cancellation) are corrected quickly — approved refunds are issued within 5–10 business days, which is typically faster than a card-network dispute. Charges from us appear on your statement under a descriptor referencing Follow Up Ace / Moon Sherpa Labs; if you don't recognize a charge, email [email protected] and we will identify or resolve it.

Disputing instead of contacting us. Initiating a chargeback for a charge that is authorized under this Policy and the Terms of Service — without first giving us the opportunity to resolve the issue — is a violation of the Terms of Service.
Suspension during a dispute. When a chargeback is filed, the card network withdraws the disputed funds from us immediately. We may suspend the subscription or seat associated with the disputed charge while the dispute is pending. If the dispute is resolved in our favor, service is restored for the remainder of any paid period.
After a lost or abusive dispute. If a chargeback results in the reversal of a charge for Service that was delivered as described, we may terminate the associated subscription and decline future purchases from the same account, user, or payment method until the matter is resolved with our support team.
Evidence. We maintain records of agreement acceptance (including timestamp, IP address, and the documents accepted), purchase authorization, and Service usage, and we submit these to card networks as dispute evidence where permitted.

Nothing in this section limits any non-waivable rights you have under applicable law, including the right to dispute genuinely unauthorized charges.

6. Free Trials and Promotions

If we offer a free trial, paid features convert to a paid subscription at the end of the trial unless you cancel before it ends. Promotions, discounts, and coupons are subject to their stated terms and may be modified or revoked as described in the Terms of Service.

7. Downgrades

Downgrading (for example, from Ace Pro to base Ace, or to a lower Ace Trove tier) reduces available features and takes effect at the end of the current billing period unless otherwise stated. No refund or proration is provided for the unused portion of the higher tier. Ace Trove tier changes follow your Account's total Follow Up Boss contact count.

8. Contact

Billing and cancellation questions: [email protected]. Please include your Follow Up Boss account email and subscription details.