> For the complete documentation index, see [llms.txt](https://support.charlla.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.charlla.io/en/userguide/plan/refund.md).

# Refunds

You can cancel your Charlla plan at any time. If you do, you can keep using Charlla until the day before your next payment.

[\[->Go to subscription cancellation\]](/en/userguide/plan/plan.md#unsbscribe)

However, except for cases that qualify for an exceptional full refund and refunds Charlla must give due to its own intent or negligence, we do not provide refunds or credits for any period in which you did not use your paid plan. If you request cancellation under an exceptional full refund, your plan subscription ends immediately and your Charlla account is also deleted.

## Exceptional full refund <a href="#undefined" id="undefined"></a>

* A full refund means 100% of the amount paid goes back to the payment method you used. An exceptional full refund is available to customers who meet all of the conditions below.
  * First, you **request the refund within 7 days** after the plan payment.
  * Second, you **have not used the service at all within 7 days** after the plan payment, across all activity.
    * "Not used at all" means both of the following. We process the refund after confirming that the account meets both conditions.

      1\. You have not uploaded a single video.\
      2\. Neither the Displayer nor the Shop Player has recorded a single player load.
* After an exceptional full refund, your plan subscription ends immediately and your Charlla account is also deleted.


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