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Last updated: 23 October 2026
You can get a full refund within 14 days of any charge. Refunds go back to the PayPal account or card you paid with.
If you are not satisfied with Pro, you may request a full refund within 14 days of a charge. This applies to your first payment and to every monthly renewal. Refunding a subscription charge also cancels the subscription, so your Pro access ends when the refund is issued.
Outside the 14-day window, subscription fees are non-refundable for that billing period. You may cancel at any time from the Account page to prevent future charges; your Pro access continues until the end of the paid period.
The 30-day free trial has no charge, so no refund applies.
A Large Event Pass can be refunded in full within 14 days of purchase, as long as you have not activated it. Once a pass has been activated and its 24-hour window has started, it has been used and is not refundable, except where we caused a billing error or an outage prevented you from using it. Passes bought by invoice are handled by contacting us.
Email us at support@cohort.run with the subject line "Refund Request" and include:
We aim to respond and process all refund requests within 3 business days. We email you a confirmation for every refund.
Refunds are always returned to the original payment method through PayPal. We cannot refund by bank transfer, cheque or any other route. Depending on PayPal and your bank or card issuer, funds typically appear within 5–10 business days.
Outside the 14-day window, we will consider requests on a case-by-case basis in exceptional circumstances (for example extended service outages or billing errors). Contact us and we will do our best to make it right.
If something is wrong with a charge, email us first. We can usually resolve it faster than a bank or PayPal dispute. If a charge is disputed or charged back, we may suspend the account while it is reviewed, as set out in our Terms of Service.
If you are a consumer in the EU or UK, you may have statutory cancellation rights under the Consumer Rights Directive or the Consumer Contracts Regulations 2013. These rights are in addition to, and not instead of, this policy. For digital services accessed immediately upon purchase, the statutory cooling-off period may not apply once the service has been used.
Refund requests and billing questions: support@cohort.run