ElevenLabs refund policy and how to cancel

ElevenLabs' help center states the rule in one sentence: “You are eligible for a refund if a request is filed within 14 days of payment and no credit quota was used in the period for which you are seeking the refund.” Both conditions apply. A request on day 15, or after generating any audio in that period, falls outside the policy.

The second condition is where most refund complaints in our reviews come from. People test the product, use part of their allowance, and then find they no longer qualify. One Trustpilot reviewer described exactly that:

“I paid 11$ and i made a video to check how this tool works. 33% limit hit out of nowhere from 1 video. I asked them to refund my amount, and they kept saying that I had used 33% of the account limit, and i told them in detail that i made 1 video to check.”Tehreem Ejaz, Trustpilot, Aug 2026

If you only want to test the voices, use the free plan's 10,000 monthly credits before paying. It costs nothing and keeps a later refund request clean.

ElevenLabs asks for refund requests by email to support@elevenlabs.io. Send it from the email address on your ElevenLabs account and say why you want the refund. Include the payment date and amount so support can match it quickly.

Support can also make exceptions. A Trustpilot reviewer who used more credits than they meant to got part of them back:

“Even when I mistakenly overuse my credits, they gave me an exception and refunded 12% of my last purchased credits.”Tolulope Orimogunje, Trustpilot, Sep 2026

These are the steps from ElevenLabs' help center:

• Log in at elevenlabs.io and click your profile icon in the top right corner.
• Select Subscription, then Billing.
• In the Modify Plan section, select Cancel Plan, then Proceed.
• Select Cancel Subscription to confirm. You'll see that the cancellation is scheduled for the end of your billing cycle.

The plan stays active until the cycle ends. Then the account moves to the free plan and any unused credits are gone, so use them before that date. You can undo the cancellation any time before then with Resume subscription. If the buttons don't respond, the help center suggests trying Chrome, Edge, or Firefox, or emailing support from your account address.

In-app subscriptions are billed by Apple or Google, so you cancel them in the store's Manage subscriptions settings (the app's Account page links there), and the refund request goes to the App Store or Play Store. ElevenLabs can't refund those purchases directly, and reviewers who didn't know that got stuck between the two companies:

“Both, Apple & Eleven Labs just kept pointing the finger back at each other saying neither was eligible to refund and I must take it up with the other.”jayrome washinngton 3, App Store, Aug 2026

Several recent reviews report being charged after they tried to cancel or downgrade during a trial. One Trustpilot reviewer wrote:

“I took a 3 day trial. On day 2 decided it wasn't for me and tried to downgrade. The dark UX patterns trick you into thinking you're not going to be charged and that you're on the free tier, but then you're charged an annual subscription on day 4.”Jaydubs, Trustpilot, Sep 2026

What helps, based on the policy and these reports:

• Cancel a day or more before the trial ends rather than on the last day.
• Check which plan and billing period (monthly or annual) you are on before confirming.
• Screenshot the confirmation that says the cancellation is scheduled, and keep the email.
• If you're charged anyway, email support@elevenlabs.io within 14 days and before using any credits, so the payment still meets the refund rule.