Changing, upgrading or cancelling a plan, and refunds

⬆️ Upgrading: credit for the days left

If you have a plan and buy a higher plan for the same audience (for example from “Basics” to “Pro”), the current plan is replaced by the new one at once and what's left of it is deducted from the price. In “My subscription”, under that plan, it says “Credit for your remaining days: … is deducted from the price” and its button is “Upgrade with your credit”.

Credit = what you actually paid for the current plan (after discounts and codes) × the share of its period that's left. If you bought it today, nearly all of that amount is credit. The amount to pay is “the full price of the new plan for the period you chose, minus discounts and minus the credit” — not the difference between two monthly prices.

If the credit exceeds the new plan's price, the surplus becomes extra days (“Extra credit added {n} days to this plan”), and if it covers the whole amount the button becomes “Activate without payment”.

1. 1 In “My subscription”, in the “Upgrade or change plan” section, choose the plan and period and click that plan's button The new plan's period doesn't have to match the current one.
2. 2 Read the pre-invoice lines “Plan “…” · Three-month” is the full price, then “Three-month discount”, any code or gift, and “Credit “…”” with “… days left of the amount paid”; the final total is what you pay.

🔀 A plan for another audience, or a plan bought by mistake

Credit applies only when the new plan has every feature of the current one. “Forms & surveys” and “Exams & education” plans each have something the other lacks (for example “Pro” has payments in forms and “Class” has the exam builder); so a plan for another audience is “activated alongside your current plan”: both work together, at full price and without credit.

There's no button to swap plans. If you bought a plan by mistake and haven't used any of its features yet, request a refund through “Contact us” within 7 working days of purchase (see “Refunds” in this guide), then buy the right plan.

⏹️ Cancelling a plan and auto-renewal

Plans don't auto-renew and nothing is charged to your card automatically; so there's nothing to do to cancel: the plan works until the end of the period you paid for and, if you don't renew, the account returns to the free tier. There's no “Cancel” button in “My subscription”.

No data is deleted when a plan ends: forms, responses, reports and exports stay where they are (see “Free tier, plans and buying” › “When a plan ends”). Getting money back works only as described in “Refunds”.

💸 Refunds

Within 7 working days of purchase, the full amount is refunded if none of the features that plan unlocks have been used. Using one counts as requesting immediate service and removes the right to withdraw; for example publishing or saving with a premium feature, a premium export or report, releasing “queued” responses, starting an exam on “Exam participant pack” credit, or sending SMS.

Duplicate, extra or mistaken payments are always refunded in full. If Porsino fails to provide the service because of its own technical fault and doesn't fix it within 7 working days of the report, the unused days are refunded pro rata. Trials, the free account and activations with a hundred-percent code aren't refundable.

1. 1 Send a message through “Contact us” Include the account email, the order or tracking number and an IBAN (Sheba) in the payer's name; never send card details.
2. 2 Once approved, the amount is paid to that IBAN within 7 working days With no fee deducted; the purchase is cancelled and its invoice becomes “Refunded”.

🧾 I bought a plan but it isn't in “My subscription”

1. 1 In "My subscription", open the "My payments" tab Check the order status: “Awaiting payment”, “Pending verification”, “Paid”, “Failed”, “Expired” or “Rejected”.
2. 2 “Pending verification” means your transfer receipt has arrived and is being reviewed Once it's matched with the account, the plan activates at once and you get an SMS and an email; if it's “Rejected”, the reason is next to the order.
3. 3 “Failed” or “Awaiting payment” means the gateway didn't confirm the payment After returning from the gateway, a “Payment failed” bar appears with “Try again” and “Check again”. If money was deducted and the order didn't activate, the bank automatically returns an unconfirmed transaction to your account under Shaparak rules.
4. 4 “Paid” but you can't see the plan? Read the current-plan section in “My subscription” carefully A plan for another audience appears as “Active alongside it”, a downgrade starts at the end of the current period with its date on the card, and “Ad-free” sits under “Previous module licences”.
5. 5 If you still can't find it, message “Contact us” with the order number or the bank tracking number