Cancellation and refunds

Last updated 2026-11-02

This policy explains how paid OrganMatch™ plans are billed, how to cancel, and when we refund a payment. It is part of our Terms of service. If the two ever disagree, this policy applies to cancellation and refunds.

OrganMatch is operated by Organthis FlexCo, Villefortgasse 11, 8010 Graz, Austria, registered under FN 647245g at the Landesgericht für ZRS Graz, VAT ID ATU82878539.

1. Who can buy a paid plan

Paid plans (Lab, Professional and Enterprise) are sold only to businesses and organisations, for professional use. To buy online you need an EU VAT ID that the EU's VIES service does not reject. If VIES cannot be reached, Austrian VAT applies to that payment. If your organisation has no VAT ID (some universities, for example), write to us and we will invoice you. Businesses outside the EU cannot buy online yet: write to us.

We do not sell paid plans to consumers. For this reason the 14-day right of withdrawal that EU law gives consumers for online purchases does not apply to paid plans.

If you are nevertheless a consumer, this policy does not limit the rights that mandatory consumer law gives you.

Academic access is free. There is nothing to pay, cancel or refund.

2. How you are billed

Plans are billed in advance, monthly or annually. Online payments are processed by Mollie, our payment service.
You can pay by card (including Apple Pay) or by SEPA Direct Debit, set up through EPS, iDEAL or Bancontact.
Prices are shown excluding VAT. VAT is added where it applies (for example 20% Austrian VAT for a business in Austria; reverse charge for a business in another EU country with a valid VAT ID).
Your plan renews automatically at the same interval until you cancel it.
We email you an invoice for every payment, and all your invoices are on your Billing page.

3. How to cancel

Sign in and open Dashboard, Billing.
Press Cancel plan, then Yes, cancel.

Only the owner or an administrator of the organisation the plan belongs to can cancel it.

What happens when you cancel:

We stop the subscription at once. We start no new charge. If a renewal payment had already started before you cancelled, we refund it.
You keep access until the end of the period you have already paid for. The Billing page shows the date.
After that date the plan ends. Your account and the records in it stay, without the paid plan's features.
Cancelling an annual plan works the same way: you keep access to the end of the paid year.

How we handle the data in your account is explained in Your data.

Changed your mind after cancelling? Write to us before the end of your paid period and we will help.

Cancelling a plan does not close your account. If you want to close your account as well, cancel the plan first. Then open Dashboard, Account and press Close my account, or write to support@organthis.com.

Your plan is paid until the end of the period you have already paid for. That time is not refunded when you close your account. The closing form shows the date.

You can also cancel by writing to support@organthis.com from the email address of the organisation's owner or an administrator.

4. Refunds

We do not refund payments automatically, and we do not refund the period you have already paid for when you cancel. This includes a part month, the unused months of an annual plan, and time in which you did not use OrganMatch.

If you were charged after you had cancelled, we refund that payment.

If you have a paid plan and do not accept a change to our Terms of service, you can still cancel it on the Billing page, or write to us. If you cancel within 30 days of being asked to accept, tell us, and we refund the unused part of the period you paid for, as section 17 of the terms explains.

We also refund the unused part of the period you paid for in these cases, which our Terms of service describe:

we end your paid plan with notice (section 13);
a plan ends because of a serious breach of the terms, on either side (section 13);
you end your plan because of a serious defect we could not put right (section 14);
you end your plan because an event outside our control made OrganMatch unavailable to you for more than 14 days in a row (section 12);
you end your plan because we changed its features clearly to your disadvantage during a period you paid for (section 6);
you end your plan because we transferred our contract to another company (section 19);
you end your plan, or stop using OrganMatch for your organisation, because you object to a new sub-processor for your organisation's data and we cannot meet the objection (our data processing agreement, section 9).

Where you end your plan in one of these cases, tell us at support@organthis.com.

We may also refund a payment, fully or in part, at our discretion, for example when:

you were charged twice for the same period;
you were charged the wrong amount, for example the wrong VAT;
OrganMatch was unavailable for a long time through our fault.

To ask for a refund, write to support@organthis.com within 60 days of the charge, with the invoice number and the reason.

If we refund:

the money goes back to the card or bank account you paid with. When it reaches you depends on your bank or card issuer;
you receive a credit note that refers to the original invoice;
if we refund a whole period, we may cancel the plan at the end of the paid period. We will tell you if we do.

This policy does not limit any rights you have under mandatory law.

If OrganMatch has a defect, the warranty described in section 14 of our Terms of service applies.

5. If a payment fails

If a renewal payment fails, we email you. Mollie may try to collect it again over the next few days.
Your access continues until the end of the paid period plus 7 days if you pay by card, or plus 14 days if you pay by SEPA Direct Debit (bank payments take longer to settle). We never end a plan while a payment is still being collected.
If no payment succeeds by then, the plan ends and you are not charged again. Your account stays open, without the paid plan's features.
To pay with a different card or bank account, write to support@organthis.com.

6. Chargebacks and reversed direct debits

If you ask your bank or card issuer to reverse a payment (a chargeback), or a direct debit is reversed, your plan ends immediately and no further payments are taken. We issue a credit note for the reversed amount. If something is wrong with a charge, please write to us first: we can usually sort it out faster.

Under the SEPA Direct Debit rules, you can ask your bank to reverse a direct debit within eight weeks, without giving a reason. We treat such a reversal in the same way as a chargeback.

7. Changing plan

To change to a different plan, write to us. A change takes effect from the start of your next billing period. We do not charge or credit part periods.

8. Enterprise

Enterprise plans are agreed in a written contract, invoiced, and paid by bank transfer. Cancellation and refunds follow that contract. Where the contract says nothing, this policy applies.

9. Commercial licences

A commercial licence for a protocol is separate from a subscription. It is quoted and invoiced on its own, and the licence terms in section 8 of our Terms of service apply. Cancelling a subscription does not end a licence, and a licence does not give you a subscription.

Once a licence has been issued and the licensed version is available to you, its fee is not refundable, unless we issued it in error, charged you twice, or must refund it under the warranty in section 14 of our Terms of service.

If we do not issue a licence you have paid for, we refund your payment in full.

10. Price changes

If we change the price of your plan, we will email you at least 30 days before the new price applies to your next renewal. If you do not want to continue at the new price, you can cancel before then.

11. Contact

Questions about billing, cancellation or refunds: support@organthis.com, +43 680 55 00 909.

Organthis FlexCo, Villefortgasse 11, 8010 Graz, Austria. FN 647245g, Landesgericht für ZRS Graz. VAT ID ATU82878539.