Cancellation and Refund Policy

1.The short version

Capstan is billed after you use it, not before. A paid workspace is invoiced monthly and in arrears, for the chargeable seats it carried that month above the twenty every plan includes. Because nothing is ever paid up front, three things follow, and they are the whole of this policy:

• You can cancel at any time. There is no term, no notice period and no cancellation fee, because there is no commitment to break.
• There is nothing to refund. You never paid in advance, so there is no prepaid balance to return. Cancelling stops the next bill rather than triggering a repayment.
• You pay for what you used, as a whole. When you cancel, the usage you have already had that month is invoiced once, at the normal month-end, as your final bill.

The full billing terms are in clause 5 of the Terms of Service, and leaving is in clause 10. This page gathers the parts about cancelling and refunds in one place. Prices are on /pricing and nowhere else.

2.Cancelling a paid workspace

There are two ways to stop paying, and you choose which. Move back to Free, which ends the subscription and keeps your workspace and all fourteen modules, capped again at twenty active employees. Or delete the workspace entirely, described in clause 10.2 and in the DPA. Either way, the subscription stops and no further monthly bill is raised after your final one.

There is no lock-in and no exit charge. You are not on a quarterly, half-yearly or annual term, so there is no term to serve out and nothing to pay to leave early. The old prepaid cycles were retired; billing is month by month.

Take your data first. A workspace Owner can export everything in one archive at any time, and export is never blocked by billing state (clause 7). We would rather you left with your data than discovered you could not.

3.What you still owe when you cancel

Because you are billed in arrears, cancelling does not erase the part of the month you have already used. Your final invoice is the usage accrued up to the point you stopped, counted the same way every monthly bill is counted: the chargeable seats you carried, above the twenty every plan includes, for the days you carried them (clause 5.3).

That final invoice issues at the normal month-end and is paid the normal way (clause 5.6). A small minimum invoice may apply to a short final period, so a workspace that used the service for only a few days is still billed as a whole for that use rather than for nothing. The figure behind it is a billing mechanic on your invoice and your billing page, not something we quote here.

Seat reductions during a month work the same way. People who leave stop counting once their last working day passes, and the reduction shows up as your next bill falling, rather than as a mid-month refund (clause 5.2).

4.Refunds

There is no refund, because there is no prepayment. This is not a restriction we impose; it is a consequence of billing you only after you have used the service. Money is taken for a month that has already happened, so there is never a paid-for-but-unused balance sitting with us to give back.

If you are ever charged more than you owed, that is different, and it is corrected. An overpayment is not absorbed. It becomes a visible credit balance on your billing page and is applied against your next monthly bill (clause 5.8). Where a correction is owed to you directly rather than as a credit, a credit note or refund is a recorded act with a stated reason, and above an internal limit it takes a second, distinct approver before it is issued.

In short: we do not refund a prepayment, because we never took one. We do correct a genuine overcharge, every time, and the correction is auditable.

5.The free plan

A workspace on the Free plan has no subscription at all, so there is nothing to cancel and nothing to refund. The Free plan carries the whole platform, all fourteen modules, capped at twenty active employees, and it does not expire (clause 4). Dropping from a paid plan back to Free is the cancellation described in clause 2, not a separate action.

6.How to cancel

From your billing page you can move the workspace back to Free, which ends the subscription. Deleting the workspace is an Owner-only act: the Owner types the workspace name back and confirms a second time, and the request then sits in a cancellable cooling-off window, seven days by default, before anything is destroyed (clause 10.2).

Self-serve plan changes are still being built in places, so if the control you need is not yet in your billing page, write to billing@usecapstan.com and we will action the cancellation and confirm your final invoice. We would rather tell you that than show a button that does not work yet.

7.Billing questions and corrections

If a bill looks wrong, tell us before you pay it rather than after. Write to billing@usecapstan.com with the invoice number, and we will check the seat count and the period against your roster. Every invoice carries a sequential number and a line-by-line breakdown, so a correction can be traced to the exact line it changes (clause 5.6).

A correction that is owed to you is issued as a credit against your next bill, or as a credit note or refund where a credit cannot reach you, on the recorded, second-approver basis in clause 4.

8.Where this policy sits

This policy is part of the relationship set out in the Terms of Service. Where this page summarises and the Terms state a clause in full, the Terms govern. Two documents sit alongside both: the privacy policy and the Data Processing Agreement. All of them are published in full at /legal, none behind a form.

If a payment question here is blocking a decision, write to billing@usecapstan.com for billing, or legal@usecapstan.com for the contract.

Version history

What changed, and when. Entries are added, never edited: if a statement in this document stops being true, the document changes before the product does, and the change is recorded here. The date at the top of the page is the date of the newest entry.

22 September 2026 The version you are reading

First publication. The cancellation and refund position was already stated in the Terms of Service (clauses 5 and 10); this document gathers it in one place for a buyer or a payment provider to read on its own. It restates the same facts: billing is monthly and in arrears, so there is no prepaid balance to refund and no term to break, cancelling stops future bills, and the usage already had is invoiced once at the normal month-end. No product or price change; the underlying billing model is the usage-based v2 model launched on 21 September 2026.

The other documents

Five documents cover the relationship, all published in full and none behind a form. You are reading the Cancellation and Refund Policy. The rest:

• Sub-processor register Who else touches your data, what reaches them, and where it rests. Includes the vendors admitted but not engaged.
• Privacy Policy Roles, categories, retention, deletion as cryptographic erasure, export, consented access, rights and transfers.
• Data Processing Agreement Processor obligations, sub-processor change notice, the security annex, breach notification, deletion and return of data.
• Terms of Service Service, plans and entitlements, billing and the grace period, acceptable use, your data, and termination. Commercial clauses are with counsel.

Questions about this document go to legal@usecapstan.com. Privacy and data-protection questions, including requests about personal data, go to privacy@usecapstan.com.

Cancellation and Refund Policy, N53 Techworks LLP. This copy is the version dated 22 September 2026. The canonical version is at usecapstan.com/legal/cancellation-and-refund and supersedes any printed copy.