Legal information

Cancellation and refund policy

Last updated: 25 September 2026 · 9 min read

Loop is a browser-based task tracking and no-code automation service for small and medium-sized businesses at loop.n-xplus.com (software as a service). Cancellation and refunds follow the rules below.

This policy forms part of your Terms of Use with MercanWorks OÜ and governs company closure, subscription cancellation, refunds, withdrawal and data handling. If terms conflict, this policy prevails for cancellations and refunds, and the Terms of Use for other matters. Estonian law applies, with the specified court and 30-day amicable resolution rule in the Terms of Use.

This text describes current operation; dated changes appear here. Changes adverse to existing subscriptions apply no earlier than renewal, with at least 30 days' advance notice on this page.

1. Scope and current status

MercanWorks OÜ provides Loop under N-XPLUS as a digital software service for businesses. This policy governs ending access to your account and company and refunding any payments.

Free is currently unlimited in time and free of charge. Access starts after email verification and company setup; no card is required and there is no payment to refund.

Team, Business, Pro and higher-capacity Scale are listed on the pricing page. Articles 3, 4, 5, 7 and 8 apply to paid companies. Upgrades require the owner to complete a Stripe purchase; Free users are never charged without explicit approval.

Paid plans differ by user capacity, storage, monthly automation and annual AI credits, not features. Full capacity blocks new items without overage charges. “Period” means your chosen monthly or annual billing period.

Plans and pricing →

2. Closing a company on the Free plan

Free companies can be closed anytime without reason or charge.

• How: the owner uses company closure in Settings and confirms by typing the company name. Administrators and members cannot close it.
• Result: nobody can access a closed company. Owners can reopen it from the closed-companies list within 30 calendar days. After 30 days all data is permanently deleted under Article 7.
• Account: closure does not delete your name/email account or access to other companies. You can delete your account yourself in the app (Settings > Delete account); if you cannot sign in, request it from your registered email at [email protected] or [email protected] and it is completed free within 30 days after identity verification. If a company's only owner deletes their account, the company is closed as well.
• Paid plans: cancel active subscriptions first under Article 3. A subscription already cancelled for period end does not block closure; closure occurs after payment has stopped.
• Provider termination: MercanWorks OÜ may end Free or require paid use above limits, with at least 30 days' notice here and time to export. No paid upgrade occurs without explicit approval.

Terms of use →

3. Subscription cancellation

Owners can cancel paid subscriptions anytime without giving a reason.

• How: open Stripe's customer portal from the Subscription screen to cancel, download invoices or change payment methods. If unavailable, email [email protected] from your registered address.
• Timing: confirm cancellation in Stripe before renewal. It is recorded on confirmation and effective at period end. Cancellation after payment stops the next renewal; annual renewals also have Article 4.1's 7-day refund window.
• Access continues until the current billing period ends, with the end date shown in-app. The company then returns to Free with no next-period charge.
• Returning to Free does not delete data; ordinary retention rules for deleted tasks, history and logs still apply. Existing tasks, projects, chats, files, published forms and rules continue within Free's monthly action quota. Free limits on users, storage, actions and active rules apply; over capacity, no new invitations, rules or files can be added. Paid creation screens — rules, report/public forms, team performance and new confidential fields — remain locked until upgrading again. AI is disabled on Free; personal performance remains visible on every plan.
• Downgrades: monthly plans change through Stripe from the next period; annual plans cannot downgrade mid-term. Upgrades apply immediately with proportional credit for unused time and only the difference billed.
• No penalty: no cancellation, penalty or additional fees.
• Failed payments: Stripe retries while retaining your plan; Subscription shows the issue. Update payment methods in Stripe. If Stripe ends the subscription, the company returns to Free without data deletion due to the subscription ending.

4. Refund policy

Loop is an intangible digital service available immediately upon purchase. Payments and approved refunds are processed by Stripe to the original payment method. Monthly and annual refund rules differ.

4.1. Annual plans — 7-day full refund period

• First purchase: request within 7 calendar days of payment for a full refund of your first annual plan purchase.
• Automatic renewal: each annual renewal starts a new 7-calendar-day full-refund request window. Renewal dates appear in Stripe's portal and the Subscription screen; monitoring them is your responsibility.
• Upgrade difference: the 7-day window applies only to first purchases and renewals. Annual-plan upgrade differences are non-refundable; the upgraded service continues to period end.
• After the window: no pro-rata refund for remaining months after 7 days; service remains available until period end.
• On approval: the subscription ends and the company returns to Free without data deletion caused by termination. Free limits and ordinary retention rules apply as in Article 3.
• How: send your request from the email address registered to your account to [email protected], including the company name and invoice number. The deadline is met when the request reaches [email protected]. Approved refunds are initiated through Stripe to the original payment method within 14 business days; when the amount reaches your account depends on your bank or card issuer.

4.2. Monthly plans — no refunds once use begins

• Monthly subscriptions are non-refundable after use begins, subject to Article 5's technical-defect exception.
• Mid-period cancellation gives no pro-rata refund for unused days; access continues until period end with no further renewal.
• Upgrade differences are fees for the current monthly period and follow the same rule.

4.3. Applicable to both plans

• No refund for suspension or termination due to breach under the Terms of Use.
• Non-use, such as creating a company without adding tasks or members, is not itself grounds for refund; annual plans' 7-day window remains independently available.
• Reaching user/storage capacity or exhausting monthly automation or annual AI credits is not grounds for refund. Limits are listed in pricing and terms; there are no overage fees and allowances reset in the next period.
• Amount: Article 4.1 refunds cover the entire invoice including taxes; Article 5 refunds cover its stated proportion. Bank/card exchange differences and fees are excluded.
• Support separately considers technical errors, duplicate charges and legal requirements (Article 5). Detected duplicate charges, or those reported from your registered email to [email protected], are refunded to the extent overpaid.

Terms of use →

5. Exception: technical defects

The sole exception to the refund rules above is failure to provide the service due to a technical defect attributable to Loop.

• If our infrastructure prevents app access for more than 48 consecutive hours, on request MercanWorks OÜ chooses a refund or credit against the next invoice. The amount is one month's fee for monthly plans, or one twelfth of the annual fee. MercanWorks OÜ determines outage duration taking your reported times into account. This remedy satisfies all outage-related claims, subject to the Terms' liability limits.
• Database, authentication, file storage and hosting infrastructure used by Loop counts as Loop infrastructure; outages of these providers are covered.
• Excluded are services connected with your own account or outside the core service: Gmail, Outlook, browser and phone push (Google, Apple, Mozilla), the AI model provider and Stripe's payment page. Their outages, permissions, quota or service changes are not covered defects or refund grounds.
• Mail connects directly from your browser to Google or Microsoft, without Loop servers. Provider restrictions, expired access or cleared browser data causing disconnection are not technical defects; reconnect your account.
• Access problems caused by your internet, browser, device, cleared storage or mail account are excluded.
• Full user/storage capacity, rules paused by monthly automation limits or exhausted annual AI credits are plan limits, not service failure.
• Announced planned maintenance and Force Majeure are excluded from outage duration.
• Request: within 30 calendar days after the outage ends, email [email protected] from your registered address stating start and end times. Approved refunds are initiated through Stripe to the original payment method within 14 business days.

6. Right of withdrawal

Loop is B2B and used for business or professional activity, so consumer withdrawal rights do not apply. Service starts with account creation and paid access begins immediately on purchase with your express consent. Even if you exceptionally qualify as a consumer, withdrawal ends upon commencement under the Estonian Law of Obligations Act (VÕS §53) and EU Consumer Rights Directive 2011/83/EU Article 16; purchasing a paid plan signifies acceptance.

Turkish residents also use the service commercially or professionally, without consumer withdrawal rights. Even if those rules exceptionally apply, Article 15 of the Distance Contracts Regulation excludes withdrawal for immediately performed electronic services begun with your consent.

The absence of a statutory right of withdrawal does not affect the 7-day refund period in section 4. This is a contractual commitment by MercanWorks OÜ and applies to annual plans independently of your statutory rights.

7. What happens to your data

Your company controls its business data (tasks, comments, chats, attachments, form responses and field values). MercanWorks OÜ stores it as processor only on company instructions and deletes it after closure as below. MercanWorks OÜ controls account data (name, email and password hash).

These rules apply on company closure or subscription end. Cancellation, refund or failed payment does not itself delete data; the company continues on Free with ordinary retention periods unchanged. Company-data deletion starts only with closure.

• Export: download task lists and performance reports as CSV before closure or after reopening within 30 days. No one-click full backup or ZIP download; download attachments individually from project chat.
• Data-copy rights: request personal data under KVKK Article 11 and GDPR Articles 15 and 20 at [email protected] or [email protected]. After identity verification, replies are free within 30 days. Business data uses in-app CSV export; no full backup is provided.
• Closure: owners can reopen for 30 days. After 30 days all data is permanently deleted except records subject to legal retention or written authority requests: tasks, subtasks, comments, projects, chats, forms and responses, field values, rules and logs, activity and assignment history, notifications, invitations and AI summaries. Attachments are deleted with company data and their access paths close.
• Account: email, name and password hash remain with the authentication provider; company deletion removes their link to company data. You can delete your account yourself in the app (Settings > Delete account); if you cannot sign in, request deletion by email at [email protected] or [email protected] and it is completed free within 30 days after identity verification.
• Mail connections: Gmail/Outlook tokens are device-only with no Loop server copy, so closure or subscription end does not delete them. Microsoft refresh tokens remain until disconnection or revocation. Removing Mail connections deletes local tokens and account details; also revoke access in Google or Microsoft app permissions. The Privacy Policy's Mail section explains use, non-sharing and non-retention consistent with Google API Services User Data Policy Limited Use requirements.
• Browser and phone notifications: disable the browser subscription in the app or browser and phone notifications in your phone's settings; unused subscriptions and phone tokens are deleted after 12 months.
• Accounting and invoices: Stripe invoices and company accounting records are retained for 7 years under the Estonian Accounting Act. They are not your business data and are unaffected by company deletion.

Privacy policy →

KVKK privacy notice →

8. Invoice disputes and chargebacks

For invoice disputes or payment issues, write to [email protected] before a bank chargeback. Invoices cover only the chosen plan and period; no overage, extra-user or extra-AI-credit fees. Disputes are first reviewed against the subscription and Stripe invoice. Download invoices from Stripe's portal.

Tax: prices exclude taxes. Estonian customers pay VAT; EU customers with valid VAT numbers use reverse charge; customers outside the EU, including Türkiye, are invoiced as service exports without VAT. Provide billing name, address and VAT number at purchase; later details do not retroactively change issued invoices. Local tax, withholding and filing duties are yours; tax disputes alone do not justify refunds.

For unjustified chargebacks, MercanWorks OÜ may suspend accounts or companies and recover costs. If payment is reversed, Stripe ends the subscription and the company returns to Free without deletion due to termination.

9. Contact

Send requests from your registered email with company name and invoice number, if any, for verification. Only owners' requests for company closure, cancellation and refunds are processed.

9.1. Company details

Contact page →

Terms of use →