At Heartbeat, we want you to be completely satisfied with your community platform. This article explains our refund process and what to expect when canceling your subscription.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all new Heartbeat subscriptions. If you're not satisfied with Heartbeat within the first 30 days of your initial subscription, contact us for a full refund of your subscription fees.
What's Included in the Guarantee
- Full refund of your monthly or annual community subscription fee
- No questions asked within the 30-day period
- Applies to your initial subscription purchase only (canceling and resubscribing does not create a new 30-day window)
What's Not Included
Payment processing fees: Payment processing fees (typically 2.9% + $0.30 per transaction) are charged by Stripe and are non-refundable. These fees apply to payments your members make to your community.
Native Video subscription fees: Any native video hosting fees are non-refundable.
White Label apps: White Label apps are not included in the refund policy. White Label apps have a minimum non-refundable commitment of 3 months on the monthly plan or the first payment on the annual plan.
Member payments: We do not process refunds for your members' payments to your community.
Refunds After 30 Days
While our standard refund period is 30 days, we understand that circumstances vary. If you're experiencing issues or have concerns after 30 days, please contact our support team and we'll review your situation on a case-by-case basis.
How Refunds Work
Once we receive your refund request, we will review it. If approved:
- Your community subscription is canceled immediately
- Community access ends immediately
- Your community data is retained for 90 days, then permanently deleted
Before requesting a refund:
- Notify your members that you are closing your community
- Save any content or request an export of your community data
Canceling Your Subscription
You can cancel your Heartbeat subscription anytime from your admin settings. Your community data is retained for 90 days after cancellation. After 90 days, your community and all content will be permanently deleted.
Requesting a Refund
To request a refund:
- Submit a support ticket by emailing Support or using the Help widget in your community
- Include the following information:
- Your community name and URL
- Reason for refund request (this helps us improve)
- Whether you'd like an export of your community data
Refund timeline: Refunds are processed within 5-10 business days by Stripe. Depending on your bank, it may take an additional 5-10 business days for the funds to appear in your account.
Member Refunds (For Community Admins)
Heartbeat does not process refunds for your members' payments. Member payments go directly to your Stripe account, and you as the community admin are responsible for handling member refunds through your Stripe dashboard.