Refund eligibility: Common scenarios

We know billing issues can be frustrating when you’re caught off guard by a charge. We're truly sorry for the inconvenience, and we want to help you navigate your next steps.

Below are common refund scenarios, what our policy allows, and what you can do:

🛑 You canceled, but still got charged

This can feel upsetting, especially if you were sure your subscription was already canceled. Charges can still go through if your cancellation didn’t fully process before the billing date.

What to do:

• Double-check your account status and cancellation date.
• If something doesn’t look right, contact us. We’ll happily take a closer look.

Note: Refunds in these cases are generally not offered unless BioRender made a clear error that wasn't resolved.

⏳ You missed the end of your free trial

We understand — life gets busy. If your trial auto-renewed into a paid plan before you had a chance to cancel, this is likely why you were charged.

What to do:

• Set a reminder before future renewals.
• Still caught off guard? Reach out — we’re always open to understanding your situation.

While our policy doesn’t guarantee refunds for missed cancellations, we’re here to listen and help where we can

🤦🏽‍♀️You didn’t mean to subscribe

Maybe it was a misclick or misunderstanding — either way, you’re not alone.

What to do:

• Let us know what happened and share context (screenshots help!).
• We’ll review your case with care and see if an exception is possible.

💳 You were charged for the wrong plan

If you were expecting a monthly charge but were billed annually, or if the amount seems off, we want to help.

What to do:

• Check your Plan & Billing tab to confirm what’s active.
• Contact us with your invoice or billing details so we can review and resolve any issues.

🧪 You now have institutional access but were still charged

If your institution or organization now covers your subscription, but you were recently charged on your personal account, we can help resolve that overlap.

What to do:

• Let us know your institutional email and the timing of your access change.
• We’ll look into any adjustments that may be possible.

🕰️ You’re waiting on a refund

Refunds, once approved, usually take 7-10 business days to appear, depending on your bank.

What to do:

• Look for a confirmation email or support ticket ID.
• If it’s been longer than 10 business days, just reply to your original request and we’ll follow up.

🚫 When refunds are not typically offered

We want to be transparent: per our Terms of Service, there are a few cases where we generally can’t provide a refund.

Common examples:

• You forgot to cancel before your renewal date: Even with reminder emails, we typically can’t refund charges after a plan has renewed.
• You no longer need the software: Graduation, lab changes, or shifts in project needs don’t qualify for refunds on unused time.
• You missed the end of your free trial: Trials are designed to convert if not canceled in time - charges from these transitions usually stand.
• You didn’t use your account: Subscriptions are time-based, not usage-based, and remain active even if unused.
• You switched to an institutional license after being charged: Personal plans are not automatically canceled when institutional access begins. If you need to cancel a personal plan, please ensure you reach out to us within 30 days of a plan switch.

We do offer refunds if BioRender materially breaches our agreement and the issue isn’t resolved within 30 days of notice.

How to avoid surprise charges

Here are a few tips to stay ahead of billing:

• Set a reminder a few days before your renewal date.
• Cancel at the end of your billing cycle anytime in your account settings.
• Keep your invoices for easy reference and record-keeping.

Every situation is unique, and we're here to help with care and clarity. If you're unsure where you fall or just want to talk it through, reach out to our Support team. We’ll do our best to support you.

Need help?

1. Email: support@biorender.com
2. Live Chat: Available by clicking on the "Help" bubble in the app on the bottom right-hand corner.