Question 1

Can I cancel my subscription at any time?

Accepted Answer

Yes — you can cancel anytime from your account settings. You'll retain access to Premium features until the end of your current billing cycle.

Question 2

What happens when I switch between monthly and annual?

Accepted Answer

When you switch plans, the remaining time on your current cycle is prorated. You'll receive a credit for unused time and be charged the new rate immediately.

Question 3

Do you offer refunds?

Accepted Answer

We don't offer refunds for partial billing periods, but you can cancel at any time and continue using Premium until your cycle ends. If you switch to annual, proration is handled automatically.

Question 4

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards through Stripe, including Visa, Mastercard, and American Express.

Question 5

What counts as a live project?

Accepted Answer

A live project is any project that is open and actively collecting responses. Draft or closed projects don't count toward your plan limit. Archived projects also don't count — only projects with an active shareable link that participants can currently sign up for.

Question 6

How do I change a project to live status?

Accepted Answer

A project becomes live as soon as you publish it. Click "Publish" on the project edit page to open it for signups. To take a project offline, close it or move it to drafts — it will no longer count as live and will free up a slot on your plan.

Question 7

Will I lose my data if I downgrade to the free plan?

Accepted Answer

Your projects and data remain accessible, but free accounts are subject to the 120-day data retention policy and lower live project limits. We recommend exporting anything important before downgrading.

Question 8

How does enterprise pricing work?

Accepted Answer

Enterprise plans are tailored to your organization's needs — including custom live project limits, branding, and dedicated support. Reach out to help@masterlyst.com and we'll put together a plan that fits.

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