Last updated: 24 April 2026
You can cancel any monthly subscription — seats, packs and Ergora Remote — at any time from your account settings. Cancellation takes effect at the end of the current billing period: you keep full access until then, and we don’t bill you again. We do not offer pro-rata refunds for partial months. If you re-subscribe later, your saved memory and project data remain available unless you also asked us to delete them.
One-time purchases — additional AI tokens (5M, 10M, 50M packs) and creative credits (1k, 5k, 10k packs) — are credited to your account immediately and are final sale and non-refundable. Unused tokens and credits roll over indefinitely while your account is active, so they don’t expire at the end of the month.
If a bolt-on was purchased in error or never delivered to your account because of a system fault, contact us within 14 days and we will investigate and either credit the missing balance or refund the charge.
When the Ergora Hub becomes available, it ships with a 30-day return window from the day you receive it. If you change your mind within those 30 days, contact hello@ergora.cloud to start a return. The unit must be returned in working condition, in its original packaging where possible, and at your shipping cost. Once we receive it we will refund the hardware fee in full to the original payment method, normally within 10 business days.
If you see a charge from Ergora you don’t recognise or believe is incorrect, please contact us first at hello@ergora.cloud before opening a Stripe chargeback. We’ll usually be able to identify, explain or resolve the issue within one business day. Chargebacks raised before contacting us can result in your account being suspended while we work with Stripe to investigate.
Nothing in this policy affects your statutory rights as a consumer under UK or EU consumer protection law, including any right of cancellation under the Consumer Contracts Regulations.