Support

Subscriptions, billing and refunds

You’re always in full control of your EXR subscription. Change your payment method, stop your subscription and download invoices in just a few clicks via EXR’s website. We understand that managing subscriptions can be overwhelming at times, which is why we're here to help you with any questions or issues you may have.

Subscription status: trial days and subscription expiration date

Do you want to know how many free trial days you still have left or want to check when your subscription expires? Just open your EXR web profile’s subscription tab to check your subscription status.

Manage subscription: modify plans and payment information

If you have a running EXR subscription, the button manage subscription is visible in your subscription tab. Click on it to open your Stripe profile and access options like…

  • Update plan: Switch your subscription to monthly or yearly
  • Pause plan: Pause EXR for the next billing cycle and automatically continue again after the one you’ve skipped
  • Cancel plan: Stop your subscription if you won’t use EXR for a while
  • Payment method: Add a new payment method or edit/delete the old one
  • Billing information: Update your invoice email address and billing address
  • Invoice history: Check your past invoices

Unless stopped, your subscription automatically renews periodically.

Download EXR invoices

Open your EXR web profile’s subscription tab and click on manage subscription to access all information regarding your subscription and payments. Select the invoice you wish to view or download and click on download invoice to get it as a pdf-file.


Renewals and refunds

In general, EXR subscriptions are non-refundable. You can stop or pause your subscription anytime via your web profile. Stopping your subscription does not delete your EXR account, so you can continue using your profile whenever you feel like training and subscribing again.

An option to request an account deletion can be found in the settings menu of the app. Please note that requesting an account deletion is not recommended, as it will permanently delete all your data, and you won't be able to recover it in the future should you wish to resubscribe.

Renewing subscriptions

EXR subscriptions renew automatically. You are charged for your subscription at your chosen rate via your preferred payment method. Stop your subscription before the beginning of your next billing cycle to prevent its automatic renewal.

Refunding subscriptions

As mentioned when purchasing EXR, subscriptions are generally non-refundable.

The exception is an unused subscription. The requirements for refunding unused subscriptions are not having rowed (which means having covered more than 0 meters) with EXR in the last 3 calendar months after your latest purchase. If you trained with EXR and therefore used the app in this period, you will not be eligible for a full or partial refund. Please read the Terms and Conditions for more information on our refund policy.

We recommend testing EXR during the free trial before purchasing a subscription to check whether it matches your hardware and expectations.

Accidentally paid double or want a refund for your unused subscription? Let us know.