Refunds

Rivet handles refunds case-by-case via email. There’s no automated refund button in the app, no thirty-day money-back guarantee splashed on the website, and no rigid policy that says yes or no based on a flowchart. We’d rather take the few minutes to read each request and respond like adults.

​

How to request a refund

Email hello@getrivet.ca with:

• The subject line “Refund request”.
• Your account email.
• The charge (or charges) you’d like refunded — the Stripe invoice number is most precise, but the date and amount works fine.
• A line or two of context. Not because we’ll deny you for the wrong reason, but because the context usually shapes what we do — a practitioner who realised after two months that Rivet doesn’t fit their workflow gets a different conversation than one who got double-charged due to a Stripe glitch.

A human responds within one business day. Most refund requests are approved; the few that aren’t get an explanation, not a form letter.

​

What we usually refund

Some patterns that are nearly always refunded, no questions:

• Double-billed charges, accidental annual sign-ups when you meant monthly, or any charge that was clearly a billing-system glitch.
• The first month after a cancellation if you forgot to cancel before the next billing date and didn’t use Rivet meaningfully during that month. We can see the usage on our end and use it as the input rather than asking you to argue your case.
• Charges during a documented outage that affected your practice. Rivet’s uptime is very high, but on the rare occasion where something major broke for a sustained period, the right thing is to refund the affected window.
• A trial that converted to paid by accident because you missed the warning modal. If you reach out within the first few days of the conversion, we’ll refund the full month.

​

What we usually don’t refund

A few situations where the answer is more nuanced:

• Months when you used Rivet and then decided it wasn’t a fit. The service worked, you used it, you got value out of it. We’ll cancel going forward with no clawback (so the next month doesn’t bill), but the months already used and paid for are kept.
• Charges from outside the most recent 90 days. Stripe and our records both make older refunds slower to process, and at that range there’s usually been enough time for you to have raised the issue while it was fresh. We can still consider these — it’s just rare for them to make sense.
• The trial-to-paid charge if you’ve been using Rivet for several months. At that point, the trial decision was clearly made intentionally. Forward-cancellation is the right path.

None of these are absolute rules. If you have a circumstance that sits outside what’s described here, send the email anyway — the worst that happens is we explain why we can’t refund this particular case.

​

How the refund itself works

If we approve a refund, the process is: We don’t issue refunds as account credit by default; Stripe pushes the money back to the original card. If you’d prefer credit toward future billing instead (rare), say so in your email and we’ll arrange it.

​

Why “case-by-case” instead of a published policy

A few reasons:

• Edge cases are real. A flat “no refunds after 7 days” policy punishes the practitioner whose family emergency meant they didn’t notice the charge for three weeks. Case-by-case lets us treat them the way we’d want to be treated.
• It’s a small business. Refunds aren’t a high-volume problem at our scale. The cost of reading each email and replying thoughtfully is tiny compared to building a refund-policy decision tree.
• It signals what we’d want to signal. A published “no refunds after X” reads as adversarial. Case-by-case reads as “we’ll work with you” — which is the relationship we’d rather have with practitioners.

The trade-off is that you can’t predict the outcome before you ask. The mitigation is that we respond fast, the answer is usually yes, and if it’s no, you’ll know why.

​

Refunds vs cancellations

A quick distinction:

• Cancelling stops future charges. It doesn’t refund past ones. Default path for “I’m done with Rivet going forward.”
• A refund reverses a past charge. Doesn’t on its own stop future ones — you’d cancel separately for that.

If you want both — refund the most recent charge AND cancel going forward — say so in one email. We’ll handle both in the same reply.

​

Related articles