Cancellation and refunds
The short version
- Cancel yourself, in the app, in about four clicks. No phone call.
- Not right for you? Email us within 30 days of your first paid invoice and we refund it in full.
- On an annual plan, we refund the unused whole months.
- Your tenants can always keep paying you, whatever is happening with our bill.
This summary is for orientation. The sections below are the policy.
How to cancel
Sign in at app.doornomy.com, go to Billing, and cancel. It takes effect at the end of the period you have already paid for. There is no retention flow, no “are you sure” maze, and nobody will call you to talk you out of it.
If you would rather we did it, email support@doornomy.com from the address on the account and we will cancel it and confirm.
What happens when you cancel
- You keep full access until the end of the period you have paid for.
- You are not charged again.
- You can export your ledger, documents, tenant records and tax packs before you go, and for at least 30 days afterwards.
- We do not delete your records the moment you cancel.
Cancelling stops your subscription. It does not switch off your tenants. Rent already scheduled through Stripe settles to your connected account as normal, and you should tell your tenants how you would like to be paid from then on. We will not hold your rent collection hostage to get you to stay.
Refunds
Your first paid invoice
If Doornomy is not right for you, email us within 30 days of your first paid invoice and we will refund it in full. You do not have to explain why, though we would like to know.
Annual plans
Annual plans are charged 10 months up front. If you cancel mid-term, we refund the unused whole months remaining, calculated from the effective monthly rate you paid. Ask us and we will process it; you do not need to argue for it.
Monthly plans
Monthly plans are not prorated on cancellation, because you keep the service for the rest of the month you paid for. If you would rather have the days back than the access, tell us and we will sort it out.
A trial that converted on a payment that bounced
Your 60-day trial converts to a paid plan when you first collect rent through Doornomy. Bank transfers can be returned days after they appear to have settled, so if the payment that ended your trial is subsequently returned, tell us: we will restore the trial or refund the charge. We are not going to bill you for software we promised you free on the strength of a payment that did not stick.
If we get the bill wrong
If we charge you for doors you do not have, bill you after you cancelled, or bill you twice, we refund the difference in full as soon as it is established — no window and no limit. Email us with the invoice.
If we end the agreement
If we terminate your account without cause, we refund the unused portion of what you have paid.
What we do not refund
- Sales tax already remitted to a tax authority, where the refund falls outside the period we can reclaim it in. We will tell you if that applies.
- Periods where the account was used in breach of the acceptable-use section of the terms of service.
That is the whole list. If your situation is not on it and you think you are owed money, write to us — the default answer is yes.
Rent refunds are a different thing
This policy is about the subscription you pay us. Refunding a tenant’s rent payment is between you and your tenant: you issue it from the app, it is drawn from your connected account, and your ledger reverses itself so the books stay true. We take no part of rent, so there is nothing of ours to give back. Where the money goes sets out the whole arrangement.
How refunds are paid
Back to the original payment method, through Stripe. Most land within five to ten business days depending on your bank. We will confirm by email when one is issued.
Billing or refund questions: Branchwork Software LLC, support@doornomy.com. We answer billing email first.