Refunds and cancellations

How to handle refund requests and what happens when a customer cancels.

Customers sometimes ask for refunds. Some cancel subscriptions. Here's how both work.

Cancellations

When a customer cancels their subscription:

• Their access stays until the end of their current billing period (so if they paid for the month, they keep access for that month)
• No more charges — they aren't billed again
• They can resubscribe anytime if they change their mind
• You don't owe a refund — they got what they paid for

How your customers cancel

Your subscribers see a Manage subscription button on your app's settings page. You have two options for what that button does — you can offer both:

Option 1 — In-app cancel button (recommended, stays in your app). Your app can show a Cancel subscription button right inside your own branded settings page. The customer clicks it, confirms, and they're done — no leaving your app, no extra sign-in. This is the smoother experience and the one most creators want.

Just ask the AI:

Add a Cancel subscription button to my settings page so members can cancel without leaving the app.

Under the hood it cancels at the end of the current billing period (keeps their access through what they already paid for), and it works the same for both monthly and annual plans.

Option 2 — Whop billing portal (the default fallback). If you don't add the in-app button, the Manage subscription button sends the customer to Whop's secure billing portal. Whop is the payment processor that handles the actual billing behind the scenes — this is where they can update their card, view receipts, and cancel.

A heads-up so it doesn't surprise you or your customers: the Whop portal isn't branded as your app, and it may ask the customer to confirm their identity with a one-time code before showing billing details. That's Whop's security step, not a bug. If that hand-off feels jarring for your customers, use Option 1 (the in-app cancel button) instead.

Either way: you don't have to do anything manually — customers cancel themselves. You'll see canceled subscriptions in your Payments dashboard with the date their access ends.

Refunds

When a customer asks for their money back, two paths:

Self-serve refund (if you enable it)

In your app's settings:

Let customers self-refund within 7 days of purchase, no questions asked.

The AI sets up a refund button in the customer's account page. They click it; the money goes back to their card within a few days.

Pros: zero friction, builds trust. Cons: some customers abuse it (rare).

Manual refund (the default)

In your Payments dashboard:

1. Find the customer's payment
2. Click Refund
3. Choose full or partial refund
4. Confirm

The customer gets the money back on their original card within 5–10 business days.

Refund policy templates

OverSkill ships with two default refund policies you can choose from in your settings:

• Standard: 14 days, full refund, no questions
• Pro-rated: any time, refund the unused portion of the current billing period

Or describe your own:

Use this refund policy: 30 days, full refund. After 30 days, pro-rated refund of any unused subscription time.

The AI updates the policy page and the customer-facing language.

Disputes (chargebacks)

If a customer files a chargeback with their bank instead of asking for a refund:

1. You'll get an email and a notification in your Payments dashboard
2. You have 7 days to respond with evidence (receipts, terms of service, communication history)
3. The bank decides

OverSkill helps you respond — the dashboard shows what evidence to include.

What to read next

• Setting prices and subscriptions
• Selling your app