Last updated: September 14, 2026
Roxanne subscriptions are billed according to the plan, billing period, and invoice terms selected by the institution. Fees are generally non-refundable after a billing period begins, except where applicable law requires otherwise.
We may issue a full or partial refund when we make a duplicate charge, an incorrect charge, or fail to provide the contracted service for a material period. Approved refunds are returned to the original payment method where possible.
An institution may request cancellation through its authorized account administrator. Cancellation normally takes effect at the end of the current paid billing period unless the parties agree otherwise. Cancellation does not automatically create a refund for unused time.
Send the invoice number, institution name, payment date, and reason for the request to billing@roxanne.com within 30 days of the charge. We may request reasonable evidence needed to verify the payment.
We aim to review requests within 10 business days and process approved refunds within 10 business days after approval. This policy does not limit any mandatory consumer, payment, or other rights under applicable law.
Questions about billing or refunds can be sent to billing@roxanne.com. Legal questions can be sent to legal@roxanne.com.