Subscription cancellation
Stopping future renewals
You may cancel a paid Identra Pro subscription at any time through the available billing controls or by contacting support from the registered workspace administrator email address.
Cancellation stops the next renewal. It does not automatically refund the current billing period. Unless the account is suspended or terminated for a policy violation, paid access generally remains available until the end of the current billing cycle.
Important: Deleting the mobile app, removing employees or stopping platform usage does not cancel an active subscription. Cancellation must be completed through the billing process.
Initial purchase refund window
Seven-day review period
A first-time purchase of an eligible paid plan may qualify for a refund when the request is submitted within 7 calendar days of the original successful payment.
The refund window is intended to allow a reasonable product evaluation, not unrestricted production usage. Identra Pro may review workspace activity before approving the request.
Generally eligible
- • First paid purchase
- • Request within seven days
- • Limited evaluation usage
- • Account remains in good standing
May be declined
- • High-volume production use
- • Substantial exports or processing
- • Previous refund on the same account
- • Policy or security violations
Usage that may affect eligibility
Identity and attendance consumption
Because Identra Pro provides cloud processing, storage and export features, a refund may be reduced or declined when the workspace has already received substantial value from paid services.
- Large numbers of ID cards generated or exported
- Bulk PDF generation used for production printing
- Extensive AI face verification or attendance processing
- High-volume attendance reports or Excel exports
- Large employee, student or branch imports
- Custom enterprise setup or onboarding work
- Custom themes, domain or configuration services
- Excessive storage, processing or API consumption
Non-refundable charges
Common exclusions
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Renewal payments
Recurring monthly or annual renewal charges are generally non-refundable once the new billing period begins.
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Partially used billing periods
Unused days in an active monthly or annual period are not automatically refunded after cancellation.
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Custom enterprise services
Setup, migration, branding, integration or custom-development charges are non-refundable after work begins.
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Usage-based charges
Charges tied to processing, storage, exports, messaging, verification or third-party services may be non-refundable.
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Policy violations
Accounts suspended or terminated for fraud, abuse, fake identity generation, security violations or unlawful use are not eligible.
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Payment disputes outside the process
Submitting a chargeback before contacting Identra Pro may result in account restriction while the dispute is investigated.
Plan upgrades and downgrades
Billing adjustments
Upgrades may be charged immediately or prorated depending on the billing provider and subscription configuration. Downgrades generally take effect from the next billing cycle unless stated otherwise at checkout.
A plan change does not itself create a right to a refund. Any credit, proration or adjustment shown by the billing provider will be applied according to the checkout and invoice details.
How to request a refund
Required request information
Send the request from the registered workspace administrator email address to info@identra.online .
Include the following:
- • Registered admin name and email
- • Workspace or organization name
- • Invoice or transaction reference
- • Purchase date and selected plan
- • Reason for requesting the refund
- • Relevant issue details or screenshots
Review and processing time
What happens after submission
Identra Pro may request additional information before deciding the request. Approved refunds are submitted to the original payment method.
After approval, processing may take approximately 5–10 business days, although the final posting time depends on the payment provider, bank and card network.
Taxes, currency conversion differences, bank charges or payment-provider fees may not always be refundable where they are controlled by third parties.
Account data after cancellation
Export before access changes
Before a paid period ends, administrators should export any ID cards, attendance records, leave data, reports or other information they are permitted and required to retain.
After cancellation, downgrade or account closure, access to paid features, storage, reports, face-verification tools or historical data may be limited according to the active plan and data-retention process.
Questions about cancellation or refund eligibility?
Contact support before starting a payment dispute. We will review the account, invoice and platform usage and explain the available next steps.