Refund & cancellation policy

This policy explains how to cancel a big. subscription and when we refund a payment. It is part of our Terms of service and applies when you subscribe to a paid plan. big. is operated by D.C. Collectibles LLC.

In short: big. has a free plan with no time limit, so you can evaluate the product for as long as you like before paying anything. If you do subscribe and change your mind, tell us within 14 days of your first payment and we refund it in full. Renewals after that are not refundable, but you can cancel at any time to stop them. We always refund our own billing mistakes.

The free plan is the trial

We do not run a time-limited free trial, because we do not think you should have to remember to cancel something to avoid being charged. Instead the free plan (teeny) is permanent: one Instagram connection and a weekly automation allowance, for as long as you want it, with no payment method required. Nothing on big. charges you until you choose a paid plan and complete checkout.

Because of that, there is no trial to cancel and no first charge that arrives on a date you have to watch for. If you never subscribe, you are never billed.

Prices, billing and renewal

Current prices for every plan are on our pricing page, and the checkout screen is the authoritative number for the plan and period you pick. Each paid plan can be billed monthly or annually; annual billing is charged as one payment for the year at a lower monthly-equivalent rate.

Payments are processed by Stripe. We never receive or store your full card details. Prices are in US dollars, and your bank may add its own currency-conversion fee. Prices do not include any sales tax, VAT or GST that applies where you are.

Subscriptions renew automatically at the end of every billing period — each month for monthly plans, each year for annual plans — at the price then shown for your plan, until you cancel. You can see your next renewal date at any time under Settings → Billing. If we change the price of your plan, we will tell you before it takes effect and you will have the chance to cancel first.

How to cancel

Go to Settings → Billing and click Manage billing. That opens the Stripe billing portal, where you can cancel your subscription, change plan, update your card, or download invoices. Only the workspace owner can do this. If you would rather we did it for you, or you cannot get into your account, email [email protected] from the address on the account and we will cancel it and confirm in writing.

Cancelling stops future charges. It does not cut off access you have already paid for: you keep your current plan until the end of the period you paid for, and the billing page shows the date it ends. After that the workspace moves to the free plan. You can reactivate from Manage billing at any point before that date.

Cancelling a subscription is not the same as deleting your account. If you want your data erased, see /data-deletion.

Refunds on your first payment

If you subscribe and decide big. is not for you, email [email protected] within 14 days of your first payment for that subscription and we will refund it in full, to the card you paid with, with nothing deducted. You do not have to give a reason. This applies to annual plans as well as monthly ones.

Send it from the email address on the account and tell us the date and amount. We reply to billing email within 1–2 business days; once approved, Stripe usually returns the money to your card within 5–10 business days. Your workspace moves to the free plan when the refund is issued.

What we always refund

Whatever else this policy says, we refund these in full, and you never need to give a reason:

• A duplicate or double charge for the same period.
• Any charge taken after you cancelled and we confirmed the cancellation.
• A charge for the wrong plan, the wrong amount, or an account that is not yours.
• A period during which we suspended or terminated your workspace by mistake.

Report these to [email protected] with the date and amount. If a big. outage stopped you using the product for a meaningful stretch of a period you had paid for, write to us and we will sort out a credit or a partial refund; Instagram API changes and outages at Meta are outside our control, but tell us anyway so we know.

What we do not refund

Outside the two sections above, refunds are at our discretion, and generally we do not give them for:

• Renewal charges after your first payment. Cancel before a renewal date to avoid the next one.
• Part of a period you have already started, if you cancel or move to a cheaper plan partway through. You keep the access you paid for until the period ends.
• Allowance you did not use — unused automation capacity does not carry over or convert to money.
• A period you paid for but did not use the product in. What you buy is access.
• Workspaces terminated for breaking the acceptable-use rules in our Terms of service.
• A restriction or ban Meta applies to your Instagram account, which is between you and Meta.

If you are in the EEA or the UK

Consumers in the European Economic Area and the United Kingdom have a statutory right to withdraw from a distance contract within 14 days of entering it, without giving a reason. Because big. has no free trial, your contract with us begins when you subscribe, and that 14-day period runs from then. Emailing [email protected] with a clear statement that you are withdrawing is enough; cancelling in the billing portal within those 14 days also works. We refund every payment received using the same method you paid with, within 14 days of being told.

Nothing in this policy reduces your statutory rights as a consumer. Where those rights and this policy differ, your statutory rights win, and where both could apply to the same payment you get whichever is better for you.

If a payment fails

If a renewal is declined, or your bank wants an extra confirmation before it will go through, we email the workspace owner and show a notice in the app. Stripe retries the payment over the following few days. Your plan keeps working meanwhile. If the payment still has not gone through after that, the workspace drops to the free plan — your data stays, but the free plan’s limits apply. Updating your card under Settings → Billing restores the plan.

Please talk to us before disputing a charge

If a charge looks wrong, email us first. Nearly every billing problem is something we can fix or refund the same week, and the list above commits us to refunding our own mistakes without argument. A chargeback filed with your bank takes weeks, and we may suspend the workspace while it is open because we cannot tell a billing complaint from a stolen card. We would much rather just refund you.

Changes to this policy

If we change this policy we will update this page and the date at the top of it, and we will email the workspace owner before a change that reduces your rights takes effect. The version in force when you paid is the one that governs that payment.

Contact

Billing questions, cancellations and refund requests: [email protected]. Please write from the email address on the account and include the date and amount of any charge you are asking about. We aim to reply to billing email within 1–2 business days.