Cancellation policy
Last updated: October 3, 2026
Recurring Bulk Hours plans keep your bank topped up, so the next priority never waits on a new purchase. This policy explains how recurring plans and payment plans bill, how to pause, change or cancel, and what happens to your hours when you do.
- Hours reload every four weeks. Each successful charge adds that cycle’s hours to your Bulk Hours bank, ready for whatever matters most next.
- Cancel after your commitment. You choose a 3-, 5-, 7- or 9-month commitment at checkout, and longer commitments save up to 12%. Once it ends, cancel any time and future charges stop.
- Your hours stay yours. Canceling stops new charges, not your work. Hours already purchased stay in your bank for the full validity period.
What this policy covers
In short: Arctic Grey does not take pre-orders or offer try-before-you-buy. What renews here is capacity: recurring Bulk Hours, retainers and payment plans.
| Plan | How it bills | Commitment |
|---|---|---|
| Recurring Bulk Hours and service plans, including Subscribe & Save and lock-in rate plans | Automatically every four weeks, to the payment method on file | The commitment you choose at checkout: 3, 5, 7 or 9 months (lock-in rate plans: 3 months), then cancel at any time |
| Retainers and Blocks under a signed Order Form | As the Order Form states, up front or in scheduled installments | As the Order Form states |
| Payment plans on products, such as an audit paid in three or four payments | Every four weeks until paid in full | The full price is committed at purchase |
| Paid plans for Arctic Grey apps | By Shopify, under the app’s listing | As the app’s plan states |
Billing and reloads
In short: You are charged on the same cycle every four weeks, and each paid cycle adds hours to your bank.
Recurring plans bill every four weeks from the date of your first order. By subscribing, you authorize us and our payment processors to charge your stored payment method for each cycle, as our Terms of Service allow. Each successful charge adds that cycle’s hours to your Bulk Hours bank and is confirmed by an order confirmation email.
Prices are in US dollars and exclude applicable taxes. Your plan’s rate is the rate shown at checkout. Discounted, promotional and lock-in rates apply only to the plan and period for which they are offered, are not a continuing entitlement, and do not carry over to new or additional work. An active plan keeps the rate you subscribed at while it stays active and unchanged. We never change the rate during your commitment period. After it, if we need to change the rate on an active plan, we will email you at least 30 days before the first charge at the new rate, so you can cancel before it applies.
Every reload is a new Bulk Hours purchase. Its hours are valid for 18 months from the charge that added them, unless an Order Form says otherwise (hours added before October 2, 2026 remain valid until April 2, 2028), and like all Bulk Hours they are non-refundable.
Your commitment period
In short: You choose a 3-, 5-, 7- or 9-month commitment at checkout, and longer commitments earn bigger discounts. If you cancel during it, the plan ends when the commitment does and the remaining charges are still collected.
Recurring Bulk Hours plans are sold with a commitment period you choose at checkout: 3, 5, 7 or 9 months, with discounts of up to 12% for longer commitments. Lock-in rate plans carry a 3-month commitment. The charges for the commitment period are a committed amount and cannot be reduced or stopped before it ends. If you ask to cancel during the commitment period, the cancellation takes effect when it ends, and the remaining charges for the period are still collected. After the commitment period, the plan continues cycle by cycle until you cancel.
Payment plans and installments
In short: Paying in installments spreads the cost. It does not make the purchase cancellable: you are buying the whole Block or product, so the full amount is owed.
Some purchases can be paid in installments: Blocks of Bulk Hours under an Order Form, and some products on arcticgrey.com, such as audits paid in three or four payments. For any installment, monthly or payment-plan purchase, the full committed amount is a binding, non-cancellable obligation. You may not suspend, reduce or stop payments for any reason. If you end the plan early or breach it, the entire remaining balance becomes due within 7 days, together with a 10% administrative acceleration fee. This does not apply to recurring Bulk Hours plans, which follow Your commitment period: there is no acceleration and no 10% fee, and the remaining commitment charges are collected on schedule.
Here is why. The price of a Block or product is set for the whole purchase, and installments are a payment convenience on top of that price, not a trial period. Hours draw down as work is delivered, not on the installment calendar. Under a signed Master Service Agreement, if delivered hours run ahead of the payments collected, we may ask you to bring payments current within 15 days, and we may decline to schedule work beyond what has been paid.
Pause, change or cancel
In short: After your commitment, pause, change or cancel online before your next billing date, or by email at least 3 business days before it. Nothing already charged is reversed, and the hours from it stay in your bank.
After the commitment period, you can pause, change or cancel a recurring plan in either of two ways:
- Online. Sign in to your account at arcticgrey.com, where your subscriptions are listed and can be managed.
- By email. Write to support@arcticgrey.com from the email address on the account.
Changes you make online before your next billing date apply to that charge. Email requests must reach us at least 3 business days before the billing date. Changes and cancellations take effect from the next cycle. Charges already processed are Bulk Hours purchases and are not refunded; the hours they added stay in your bank. See our Refund Policy.
Pausing a plan
Once your commitment period is complete, you can pause a plan for up to 3 billing cycles at a time. A pause stops charges for that period. It does not extend the validity of hours already in your bank.
Changing a plan
You can move to a larger plan or a longer commitment at any time. The new hours and rate apply from the next billing cycle, and a longer commitment starts a new commitment period from the change. Moving to a smaller plan or a shorter commitment is available once your current commitment period ends.
Retainers and Order Forms
Retainers and Blocks under a signed Order Form change or end as that Order Form and your Master Service Agreement say. Under the Master Service Agreement, either party may terminate for convenience on 30 days’ written notice, and Order Forms already in flight continue unless they are also terminated. Without a signed Master Service Agreement, our Terms of Service apply: you may end a Statement of Work or Order Form only by giving 30 days’ written notice together with full payment of the remaining committed balance.
Your banked hours
In short: Canceling stops future charges. It does not take away hours you have already bought, and they still move with you.
When a recurring plan ends, every hour already purchased stays in your Bulk Hours bank for the rest of its validity period. You can keep directing work against those hours by Redirection at any time, by email, Slack or ticket, across your projects, brands, subsidiaries and Affiliates, at the same rate. No change order is needed.
Banked hours remain non-refundable and have no cash value. Canceling a plan does not convert them to money.
Failed payments
In short: If a charge fails, we may retry it and suspend services. Hours for that cycle are added once the payment goes through, so please keep your payment method current.
If a charge fails, we may retry it, suspend services, and treat continued non-payment as cancellation by you, without waiving any amount owed, including the remaining charges of a commitment period or payment plan. Hours for a cycle are added only after that cycle’s payment succeeds.
Invoices are due within 14 calendar days unless your invoice or Order Form says otherwise. Overdue amounts accrue interest at 1.5% per month, compounded monthly, or the maximum rate permitted by law, whichever is lower. You can update your payment method in your account or by emailing support@arcticgrey.com.
Arctic Grey apps
In short: Arctic Grey apps are billed through Shopify, and you manage those plans from your Shopify admin.
If you choose a paid plan for an Arctic Grey app through the Shopify App Store, Shopify bills the charges on your Shopify invoice under the app’s listed pricing. You can change the plan inside the app, or cancel it by uninstalling the app from your Shopify admin. Charges already billed follow our Refund Policy.
Signed agreements come first
In short: If your Master Service Agreement, Order Form or Statement of Work says something different, the signed document wins.
This policy forms part of our Terms of Service. Where a signed Master Service Agreement, Order Form or Statement of Work conflicts with this policy, the signed document prevails. Nothing in this policy limits any right that cannot be limited by law.
Questions about a plan: support@arcticgrey.com, +1 (650) 288-0533, toll free +1 (844) 311-6962. See also our Contact Information page.