Refunds

Everyone changes their mind from time to time. If you forgot to cancel or tried Olark and decided against it, we’ll be sorry to lose you but happy to assist!

If your situation is not covered by the FAQs, feel free to chat with us or send us an email. The Refunds section of our Terms of Service is also an excellent reference. Be sure to read the Mutual Beveraging section.

How do I request a refund?

It’s a straightforward process.

• Cancel the service for which you’d like a refund:
• To cancel your Olark plan, go to your Billing page and click the red Cancel plan link. Then, complete the two step survey that follows.

• To cancel a PowerUp, go to your Billing page and scroll down to the PowerUps section. Click Manage PowerUp and then click Deactivate on the following page.
• Note: canceling your core plan will not cancel your PowerUps.
• Create a ticket for the support team here. The ticket should detail that you have canceled your service and would like to request a refund.

The service must get canceled before a refund can be completed. Due to security concerns, we can’t make any changes to your billing account.

Do you offer full refunds?

Yes, in the following instances:

• You were going to cancel before the end of your trial period.
• You planned to cancel before a plan renewal but lost track of time.

Please follow the steps listed above, and we’ll refund the charge.

Do you offer partial refunds?

In a case of early cancellation during a 1 year or 2 year plan, we recommend the monthly version of the plan instead. This can get canceled at any time.

For example, we wouldn’t offer a partial refund 1 year into a 2 year subscription.

Newcomers to Olark should start out with our monthly plan. This can change to a billing schedule of 1 year or 2 years at any time you choose.

If you decide to cancel a PowerUp part way through your monthly billing cycle, we’ll refund your most recent charge.

How far back can I request a refund?

We are happy to process a full refund within 60 days of a payment if you weren’t using the service during that time. After 60 days, credit card providers usually no longer allow a refund on a charge.

How does the refund work?

The steps above are all you have to do! The charge will get refunded to the original credit card.

This can take up to 7-10 business days to appear but is usually much sooner. We’re at the mercy of the banks on this one. 😊