Charged for a renewal you did not expect? Here is what happens

Why you were charged

Lome subscriptions renew automatically at the end of each billing period — monthly or yearly, whichever you chose when you subscribed — until they are cancelled. A charge from withlome.com on your statement is the renewal of a plan someone at your organisation started.

Common cases:

  • You or a colleague signed up a year ago for a one-off event and the yearly plan renewed.
  • You cancelled after the renewal had already gone through.
  • Someone else at your organization holds the account.

Our refund policy

Renewals are not refunded automatically, and a period that has been paid for stays active until it ends. That is why we ask you to cancel before your renewal date.

But if you were charged for a renewal you were not expecting, write to us and ask. We would rather refund someone who got a surprise charge than keep money they did not mean to spend. Email support@withlome.com from the address on the account, tell us what happened, and we will look at it.

Two things that help us say yes quickly: writing from the account's own email address, and telling us roughly when you last used Lome.

Stop it happening again

  1. Log in as the account owner and go to Settings → Billing.
  2. Click Cancel subscription and confirm.

Your plan stays active until the end of the period you have paid for, then moves to the free plan. Nothing is deleted.

If you do not recognize the charge at all

Ask around your organization first — the account is usually held by a colleague or a former volunteer. If nobody claims it, email support@withlome.com with:

  • the date and amount of the charge,
  • the last 4 digits of the card.

We will find the account by the card, tell you whose it is (without sharing their personal details), and make sure it does not charge again.

Think the charge is a mistake?

If you believe a charge was made in error — for example you cancelled before the renewal date and were charged anyway — email support@withlome.com from the email address on the account with the details above. We look at every request, and a charge taken after you cancelled is always put right.

Please contact us before opening a dispute with your bank. Once a chargeback is open, the bank controls the process and it takes weeks; an email to us is faster.