What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Have I been billed twice?

    Asked by inktanklimited on June 04, 2011 at 08:36 AM

    I bought a Premium package and paid $9.95 for it. Shortly after, I upgraded to Professional and paid $49.95. Shouldn't my $9.95 be refunded? Is this in the process of happening? There appeared to be no indication of this in the upgrade process, but maybe I just missed it.

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    JotForm Support

    Answered by NeilVicente on June 04, 2011 at 10:58 AM


    You have upgraded for a Premium subscription, cancelled after 9 days and then upgraded for Professional. Naturally, you have been charged twice because you have upgraded twice.

    I'll see what I can do regarding your refund request, seeing that you have used 8 days of your Premium subscription. I have submitted a ticket to notify the appropriate department of this request. You will be contacted shortly if your request for refund is approved.

    Thank you for using Jotform. Feel free to ask around if you have further questions.


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    Answered by inktanklimited on June 04, 2011 at 11:29 AM

    Hi Neil,

    Thanks very much for the quick response.

    If I understand correctly, you are basically saying that it is standard practice to charge for both packages if someone upgrades in the middle of a month.

    I personally feel this is an incorrect way to look at things. You charge monthly for a service, so if after 8 days I buy the better service, you should act as though I had bought the better service 8 days ago, as it so clear I am upgrading because demand was greater than expected. I could just have bought the better package in the first place and saved myself $10.

    Anyway, I appreciate your passing this on to the appropriate department.


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    JotForm Support

    Answered by NeilVicente on June 04, 2011 at 11:55 AM

    Hi David,

    I'll just say that yours is a special case, because let's admit it, it is not too common for a user to upgrade again while in the middle of another upgraded period. It happens but it's not something that occurs everyday. I guess I could say that our system was not prepared to automatically adjust for this situation.

    Anyway, since it is ok for you to adjust your billing dates to make it appear as if you have upgraded to Professional on the day that you upgraded to Premium, I went ahead and applied the necessary changes and refunded the payment for the "unused" Premium subscription.

    Your payment refund will reflect in one to two weeks. The next payment date for your Professional subscription has been adjusted to May 25, 2011.

    Hope these terms sound fair enough for you. I apologize for any misunderstanding or confusion caused. Thank you for doing your business with Jotform.


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    Answered by inktanklimited on June 04, 2011 at 12:14 PM

    That's great Neil thanks for your help. No need to apologise, Jotform is great and you sorted out my issue straight away.

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    JotForm Support

    Answered by NeilVicente on June 04, 2011 at 12:22 PM

    All's well that ends well, I guess. Have a great weekend!