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28 May 2026

Cancellation and Refunds Policy

Primer Cancellation and Refunds Policy

Last updated: 28 May 2026

1. Scope

This policy explains how cancellations, trials, renewals, refunds, credits, cooling-off rights, and immediate-access acknowledgements work for consumer subscriptions to Primer.

It applies only where you buy or use Primer wholly or mainly for personal, non-business purposes. If you buy or use Primer for business, professional, employer, fund, firm, advisory, portfolio-management, institutional, client-facing, or other non-consumer purposes, the Business Terms or a separate written agreement apply instead.

This policy does not limit any mandatory consumer rights that apply in your country, state, province, or territory.

2. Key Information

  • You can cancel a subscription through account settings, the billing portal, or by contacting hello@primerapp.com.
  • Cancellation stops future renewals. Unless we state otherwise, you keep access to paid features until the end of the billing period already paid for.
  • Subscriptions renew automatically unless cancelled before renewal.
  • The plan, billing period, price, applicable taxes or tax calculation method, trial terms, renewal date, cancellation route, and refund terms should be shown before you confirm payment.
  • If a statutory cooling-off right applies, you may have a right to cancel within 14 days after the contract is formed.
  • If you request immediate access during a cooling-off period, your refund may be reduced for services already supplied or, for digital content, you may lose the right to cancel once supply begins where the legal requirements are met.
  • Except where required by law or expressly stated by us, payments are non-refundable and credits have no cash value.

3. How to Cancel

You may cancel your subscription at any time using any cancellation route we make available, including:

  • account settings in the Services;
  • the billing portal linked from your account or checkout emails; or
  • contacting hello@primerapp.com.

If you signed up online and applicable law requires online cancellation, we will provide an online cancellation method and will not require you to cancel by phone, post, or a more burdensome method.

Your cancellation is effective when we or our payment processor receive and process the cancellation request. If you contact us by email, we may need enough information to identify your account and subscription.

Cancelling a subscription does not automatically delete your account, data, notes, files, or workspaces. Account deletion and data deletion are handled separately under the Privacy Policy and account settings.

4. Subscription Renewals

Paid subscriptions renew automatically at the end of each billing period unless cancelled before renewal. By purchasing a paid subscription, you authorise Primer and our payment processor to charge your payment method for recurring subscription fees, applicable taxes, and any accepted add-ons or usage-based charges until cancellation.

The checkout flow should show the renewal frequency and, where available, the first renewal date before you confirm payment. We will send renewal, trial-ending, or price-change notices where required by applicable law.

If you cancel before the next renewal, you will not be charged for the next billing period. If you cancel after a renewal charge has already been processed, your access will ordinarily continue until the end of that renewed billing period unless a refund is required by law or expressly agreed by us.

5. Trials

If we offer a free or discounted trial, the trial length, trial features, trial limits, payment requirements, conversion date, first charge date, renewal frequency, cancellation route, and any trial-specific terms will be shown during sign-up or checkout.

If a trial converts into a paid subscription, you must cancel before the trial ends to avoid being charged unless the checkout terms say otherwise. Where required by law, we will send a reminder before the trial converts.

We may limit trial eligibility, refuse repeat trials, end a trial early for abuse or breach, or require a payment method to start a trial. Trial credits, limits, and features may differ from paid plan credits, limits, and features.

6. Immediate Access and Cooling-Off Rights

In some jurisdictions, consumer distance contracts include a statutory right to cancel within 14 days after the contract is formed. This is often called a cooling-off right or right of withdrawal. Your local law may provide additional, different, or longer rights.

Primer provides an online AI research workspace. Depending on final legal classification and local law, the subscription may include digital services, digital content not supplied on a tangible medium, or both.

When you buy a subscription, we may ask you to tick a separate box requesting immediate access during the cooling-off period and acknowledging the cancellation consequences. If you do not request immediate access, we may delay access to paid digital content or paid Services until the cooling-off period expires where legally necessary.

If you request immediate access:

  • we may begin supplying paid features immediately;
  • for services, if you cancel during the cooling-off period after supply has begun, we may deduct or retain a proportionate amount for the Services supplied before cancellation, including usage, credits consumed, and non-recoverable third-party costs, where permitted by law;
  • for services that have been fully performed during the cooling-off period, you may lose the right to cancel once performance is complete if you expressly requested early performance and acknowledged the cancellation consequences where required by law; and
  • for digital content not supplied on a tangible medium, you may lose the right to cancel once supply has begun if you expressly consented to immediate supply and acknowledged that you would lose the right to cancel, where required by law.

If your local law requires a specific withdrawal form, cancellation form, confirmation, durable copy, or additional notice, we will provide it where required.

7. Refunds

Except where required by law or expressly stated by us, subscription payments are non-refundable. We do not provide refunds or credits for:

  • partial billing periods;
  • unused time;
  • unused credits;
  • unused features;
  • downgrades;
  • account inactivity;
  • forgotten cancellations;
  • failure to use the Services;
  • outputs that you decide not to use;
  • model availability changes, provided the core paid service remains materially available;
  • temporary outages or maintenance, except where required by law; or
  • cancellation after the renewal date.

Where a refund is required by law, we will provide the refund using a lawful method and within the legally required time period. Refunds may be reduced by any amount that applicable law allows us to retain for services already supplied, usage already consumed, credits already used, or non-recoverable third-party costs.

Where we issue a discretionary refund, doing so does not create a right to future refunds and does not waive our rights under the Terms.

8. Credits, Usage, and Limits

Plans may include credits, usage allowances, feature limits, active-run limits, rate limits, storage limits, or fair-use limits. Unless we expressly say otherwise:

  • credits are not cash, stored value, e-money, gift cards, or deposit accounts;
  • credits have no monetary value outside the Services;
  • credits are not transferable, exchangeable, or refundable;
  • credits may expire at the end of the relevant billing period or trial period;
  • credits may be consumed by model usage, tool usage, retrieval, generation, analysis, exports, automation, or other feature activity; and
  • credits may be adjusted, withheld, or revoked for fraud, abuse, error, chargeback, refund, breach, or misuse.

If a refund is issued, we may reduce, remove, or reverse associated credits, access, entitlements, or usage allowances where lawful.

9. Taxes

Prices, taxes, and tax calculation may vary by jurisdiction. In some places, consumer-facing prices must include applicable taxes where they can be calculated in advance. In other places, taxes may be calculated and added during checkout.

Where taxes apply, Primer or our payment processor will calculate and show applicable taxes, or the method for calculating them, before you confirm payment where required by law. Your tax amount may depend on your billing address, location, tax status, and other information you provide.

If a refund is issued, taxes will be refunded or adjusted as required by law and payment processor rules.

10. Upgrades, Downgrades, and Plan Changes

If you upgrade, downgrade, or change your plan, the checkout flow or account settings should show the effect on price, billing period, credits, feature limits, renewal date, and any immediate charge or credit where applicable.

Unless we state otherwise, downgrades take effect at the end of the current billing period and do not create a refund for the current period, except where required by law.

If we materially change your current paid subscription in a way that disadvantages you, we will give notice where required by law. If applicable law gives you a right to reject, cancel, or receive a refund because of the change, this policy does not limit that right.

11. Price Changes

We may change subscription prices. If we increase the recurring price of your subscription, we will give notice before the increase takes effect where required by law. The increase will apply no earlier than your next renewal unless you expressly agree otherwise.

You can cancel before the increase takes effect if you do not agree. If local law requires express consent for a price increase or material subscription change, we will seek that consent.

12. Failed Payments and Chargebacks

If payment fails, we may retry payment, ask you to update your payment method, downgrade your plan, restrict paid features, suspend access, or cancel your subscription.

If you initiate a chargeback or payment dispute, we may provide relevant records to the payment processor, card network, bank, or dispute-resolution body. We may suspend or restrict access while the dispute is pending where lawful and reasonably necessary.

If a chargeback, refund, or payment reversal is processed, we may reverse associated credits, access, entitlements, or usage allowances where lawful.

13. Account Suspension or Termination

If we suspend or terminate your account because you breached the Terms, this policy, the Acceptable Use Policy, or applicable law, you may lose access to paid features without a refund except where a refund is required by law.

If we terminate a paid subscription for convenience and not because of your breach, we will provide any refund required by law and, where appropriate, a proportionate refund for the unused part of the paid period.

14. Confirmation and Records

After purchase, we will provide confirmation in a durable form, such as email, containing key contract information where required by law. This may include the plan, price, taxes, billing period, renewal terms, cancellation route, refund terms, legal documents accepted, and contact details.

We may keep records of your legal acceptance, checkout disclosures, country, timestamp, document versions, and acknowledgement choices to demonstrate compliance and resolve disputes.

15. Mandatory Local Rights

This policy is intended to apply globally to the extent permitted by law. It does not exclude, restrict, or modify any rights that cannot be excluded, restricted, or modified under applicable consumer law.

If a provision of this policy conflicts with mandatory consumer law in your country, state, province, or territory, the mandatory law will apply to the extent of the conflict and the provision will be interpreted or limited so that it is lawful.

Local law may require specific checkout disclosures, tax-inclusive pricing, renewal reminders, online cancellation, local-language notices, withdrawal forms, refund timing, cooling-off treatment, or complaint routes. Where those requirements apply, the relevant checkout, billing, cancellation, email, or account-settings flow should be read together with this policy.

16. Contact

For cancellation, refund, billing, or subscription questions, contact hello@primerapp.com.