Refund Policy

Free trial

Every new subscription starts with a 7-day free trial. A valid card is required to start it, but nothing is charged during the 7 days. If you cancel before the trial ends, you're never charged. If you don't cancel, the plan you selected is charged automatically on day 8, and we'll email you a day or two before so it's never a surprise.

Money-back guarantee

If you continue past your trial and subscribe, and it turns out Nurro isn't a fit for your family, email us within 14 days of your first charge and we'll refund that charge in full, no form, no reason needed, no questions asked. This applies to all three plans, Monthly, Annual, and Founding Family (a separate $69 USD/year tier, not part of the Annual plan); on the Annual and Founding Family plans, the guarantee covers the full amount charged, not just one month's worth.

Outside the guarantee window

After the 14-day guarantee window, subscription charges are non-refundable for the remainder of that billing period. This is standard for subscription services, since you've already had access to the full month or year you paid for. You can still cancel any time from Settings; cancelling stops future billing, and you keep access until the end of the period you already paid for.

If something went wrong on our end, like a billing error, a duplicate charge, or a technical problem that meaningfully affected your access, email us any time, not just within the guarantee window. We'll look into it and make it right.

How to request a refund

1. Email support@nurro.app from the address on your account, letting us know you'd like a refund.
2. We review and approve eligible requests within 1–2 business days.
3. Once we approve an eligible refund, Paddle, our Merchant of Record, processes it to the original payment method where possible. The time it takes to appear depends on Paddle, your payment provider and your bank, and may take several business days.

A note on why it works this way

We're a new company without a long track record yet, so we'd rather make it easy to leave than lock you into something that isn't working. If a refund isn't enough, and you have a minute to tell us what didn't work, we read every one, and it's genuinely how Nurro gets better for the families still using it.

Contact us

Questions about this policy or an existing charge? Email support@nurro.app.