Request for Refund Due to Double Billing on Clay Subscription Plan

Hi Clay Team, I was billed for the Clay monthly "Starter" plan on 11/6 but decided that I would rather be on the "Explorer" plan instead. I switched my plan to "Explorer", but was then charged again for the cost of the Explorer plan, making it so that I was charged twice (screenshot attached from Monarch Money). I would have expected that with my upgrade, I would have only been charged the difference in price between the Explorer and Starter plans. Can you refund me for the cost of the Starter plan so that I am only paying for Explorer for the month? -James

6 comments

James C.
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If it helps, the email associated with my account is jmcritelli6@gmail.com
LuisArturo
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Hey there James thanks for reaching out, we don’t prorate costs or credits for plan upgrades (except for one-off credit packages). Upgrading gives you the full set of credits for the new plan. For example, moving from Starter to Explorer provides all Explorer credits. Our team is reviewing this and may implement changes in future updates. If you’ve upgraded or are looking to, we can refund the lower plan so you can buy the higher plan.
James C.
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Hi Luis, I already upgraded. Can you refund the lower plan, since I already paid for the higher plan? -James
LuisArturo
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Hey there James just let the team know about this and your refund for the lower plan has been submitted and should reflect on your end within 10 days. If you don’t see it after 10 days, let us know, and we’ll check with our system provider.
Channeled
APP
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Hi James C.! This thread was recently closed by our Support team. If you have a moment, please share your feedback:
James C.
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Thanks LuisArturo!