Refund Policy
How cancelling works, what happens to your spools afterwards, and the narrow set of situations where we refund. The short answer to “can I try it first?” is that you already can, on the free plan, without giving us a card.
01The short version
Try it free first — that is what the free plan is for. Up to 20 spools and 2 printers, full automation, no time limit and no card required. We would rather you took as long as you need on Free than paid up front to find out.
Cancel any time, in two clicks, from Settings. You keep paid access until the end of the period you have already paid for.
Subscription fees are not refundable for a change of mind, The free plan lets you try every automatic-tracking feature before paying, and every paid-only tool is described in full before you buy, so you know what you are paying for. We do refund our own mistakes — billing errors, charges after cancellation, and outages that made the paid features unusable. Those are listed in section 05.
Nothing is deleted when you cancel, but the Free plan's 20-spool limit does apply again. What that actually looks like is section 04 — worth reading before you cancel.
The detail is below. Where this policy and our Terms of Service overlap, this policy governs refunds.
02The Free plan is the trial
The Free plan costs nothing, forever, and requires no card. It is not a limited demo or a countdown: it includes every automatic-tracking feature — live tracking from your printer, AMS monitoring, the confirmation queue, low-stock alerts — capped at 20 spools and 2 printers. Some planning and reporting tools may be available only on a paid plan.
This is why we do not offer a money-back period. A trial that costs nothing and never expires is a better way to find out whether SpoolBase suits you than paying up front and asking for it back. Take as long as you like.
The free plan cannot include the paid-only planning and reporting tools themselves. We describe each of them in full before you buy, so you can decide whether they are worth it to you. A defect that makes a paid tool unusable is our failure, not a change of mind, and section 05 covers it.
There is nothing to refund and nothing to cancel on the Free plan. You can delete your account at any time from Settings.
03Cancelling a subscription
Cancel at any time from Settings in the web app. No email required, no notice period, no cancellation fee, and nobody will call you to talk you out of it.
When you cancel:
- You keep paid features until the end of the period you have already paid for. Cancelling on day 2 of your subscription year does not cut you off on day 2.
- No further charges are made.
- At the end of that period, your account moves to the Free plan, and the Free plan's limits apply again — see section 04.
Cancelling is not itself a refund request, and cancelling part-way through a period does not refund the remainder of it. If you believe you are owed money back, see section 05.
04What happens to your spools when you drop to Free
Nothing is deleted — but the Free plan's 20-spool limit applies to what you can see, not just to what you can add.
If you are tracking more than 20 active spools when your paid period ends, SpoolBase shows you the 20 earliest active spools in your inventory. The rest are hidden until you subscribe again. They are not deleted, not emptied, and not altered; they simply stop being visible while you are on a plan that does not cover them.
Your print history stays complete and fully visible either way. Every job, every deduction and every gram you have ever recorded remains available on the Free plan, including jobs that used spools currently hidden.
To put it plainly: the Free plan is 20 spools, and that is true whether you arrived at it by signing up or by cancelling. We are telling you this here, in advance, rather than letting you discover it after the fact.
Resubscribing restores everything immediately. Hidden spools reappear exactly as they were, with their full weight and history intact — nothing needs to be re-entered and nothing has drifted.
If you want to choose which 20 spools remain visible rather than taking the earliest, mark the ones you no longer want tracked as empty, or delete them, before your paid period ends. Empty spools do not count against the limit.
Your data is only ever deleted if you delete your account yourself, as described in the Privacy Policy.
05When we do refund
Subscription fees are not refundable for a change of mind, and we do not refund partial periods for a plan you stopped using. The free plan exists so you can try the tracking before you pay, and each paid-only tool is described in full before you buy.
What we do refund is our own errors and failures. We would rather list these than make you argue for them:
| Situation | What we do |
|---|---|
| You were charged after cancelling | Full refund of that charge. Always. |
| You were charged twice, or the wrong amount | We refund the difference, or the duplicate, in full. |
| A prolonged outage or a defect made the paid features unusable | A pro-rata refund for the affected period, or account credit if you would prefer. |
| We discontinue the Service, or remove a paid feature you subscribed for | A pro-rata refund of the unused portion of your subscription, with at least 30 days' notice first. |
| We terminate your account for a reason other than your breach of the Terms | A pro-rata refund of the unused portion. |
| You raise a price increase you did not want | Cancel before it takes effect and pay nothing more. If a rise was applied without the 30 days' notice we promised, we refund it. |
| Someone used your card without permission | Tell us and we refund it, then help you secure the account. |
We do not refund for a change of mind, for forgetting to cancel before a renewal, for a feature the product was never advertised as having, or for a third-party failure outside our control — though if Bambu Lab's systems become unavailable for a sustained period and that renders the paid features useless, the outage row above applies.
Renewals are not a surprise: we tell you the renewal date when you subscribe, it is shown in Settings, and you can cancel at any point before it.
06If you subscribed through an app store
If you bought your subscription inside the SpoolBase iOS or Android app, the purchase was made with Apple or Google, not with us. They hold the money and they control the refund. We have no ability to issue one, however much we would like to.
- Apple — request a refund at
reportaproblem.apple.com, and manage or cancel the subscription under Settings → your name → Subscriptions on your device. - Google Play — request a refund through the Google Play Store
or
play.google.com, and manage the subscription under Payments & subscriptions.
If your situation is one of the rows in section 05 — our billing error, our outage — and Apple or Google decline it, write to and we will sort it out. For a change of mind, their decision is the final one.
07Your statutory rights
Nothing in this policy takes away a right the law gives you.
- EU and UK consumers have a statutory 14-day right of withdrawal on distance contracts, and we honour it. If you are a consumer in the EU or UK, you may cancel within 14 days of subscribing and receive a refund, less a proportionate amount for the period you had access. This right is yours by law and nothing else on this page limits it — you do not need to fit one of the rows in section 05 to use it.
- Australian consumers keep their rights under the Australian Consumer Law, including remedies for a service not supplied with due care and skill.
- Consumers elsewhere keep whatever mandatory protections local law provides.
08How to request a refund
Email from the address on your account, with “Refund” in the subject. Tell us which charge you mean — the date and amount are enough — and what went wrong.
We will acknowledge within 2 business days and decide within 10 business days. If we approve it, the refund is issued to your original payment method the same day, and your bank normally takes another 5 to 10 days to show it. If we decline, we will explain why in plain terms, and you can ask us to look again.
Please write to us first. A chargeback costs us a fee and locks the account while it is disputed, and in almost every case we would simply have refunded you. If we have got something wrong, tell us and we will fix it faster than your bank can.
09Current availability of paid plans
Paid plans are not yet available for purchase. SpoolBase is currently free to use in full, subject to the Free plan's limits. This policy is published in advance so that the terms are settled and visible before anyone is ever charged — and it applies from the very first payment we take.
10Changes to this policy
We may update this policy. Any change applies only to purchases made after it takes effect — we will never reduce the refund rights attached to a payment you have already made. Material changes are announced at least 30 days in advance, by email and in the app, as described in our Terms of Service.
11Contact us
Related documents: Privacy Policy, Terms of Service, and Cookies & Tracking.