If your subscription renewed after you thought you'd cancelled it or you've just been charged and want a refund - this article explains what happened and what to do next.
Why a charge can arrive after you cancel
Cancelling a subscription turns off the next renewal - it doesn't end your access early, and it has to be completed before your renewal date.
If the renewal has already run, cancelling stops the one after it, so the charge you're looking at may be a renewal that landed before the cancellation took effect.
The other common cause: having more than one subscription.
A legacy Greyscalegorilla plan and a new KitBash plan are billed separately. Cancelling one doesn't cancel the other. More on how to check what you have below.
First, find where your subscription is billed
Open Cargo and go to Settings → Billing:
If you see your plan's Status, Renewal Date, and a Cancel Subscription option, your subscription is billed through Cargo.
If you see a Manage Billing on Greyscalegorilla button instead, you have a legacy Greyscalegorilla subscription and it's billed and managed on greyscalegorilla.com, not in Cargo.
Billed through Cargo
In Settings → Billing, use Cancel Subscription.
A secure billing page powered by our payment processor Stripe, opens in your browser to confirm the cancellation. This confirmation step matters: without it, the subscription keeps renewing.
To check a cancellation took effect, come back to the Billing page: the Status should read Canceling, and the date line changes from Renewal Date to Cancels On.
You keep access until that date, and you can use Reactivate Subscription any time before it if you change your mind.
For the full walkthrough, see How to cancel your subscription.
Billed through Greyscalegorilla (legacy Plus plans)
Click Manage Billing on Greyscalegorilla in Cargo's Billing page, or go to your Greyscalegorilla subscription page, and cancel from there.
You'll receive an email confirmation, and the page shows the date your access ends.
For the full walkthrough, see Plus Subscription & Billing FAQ's.
Cancelled but still charged?
Did the cancellation finish before the renewal date? Cancelling after the renewal ran means your subscription ends at the next renewal date instead.
Did the confirmation step complete? For Cargo-billed plans, check that Billing shows Canceling and a Cancels On date.
Do you have subscriptions in both places? If you've subscribed through Greyscalegorilla in the past and through Cargo more recently, you may have two separate subscriptions. Cargo's Billing page shows your Cargo-billed plan, also check your Greyscalegorilla subscription page for an active plan there.
Charged twice for the same plan? That's not supposed to happen! Contact support with both receipts.
Refund windows for renewal charges
You can request a refund of an automatic renewal within 3 days of the renewal date, provided no assets were downloaded, imported, or obtained in the new term. See Subscription Upgrades, Billing, Payments and Refunds for the full policy.
How to request a refund or report a billing error
Contact support through the chat widget on this page, or email info@kitbash3d.com (KitBash3D) or support@greyscalegorilla.com (Greyscalegorilla). Include the email address on your account, the receipt or order number, the charge date, and, if you cancelled, when you cancelled.