Hello everyone,

I have been a loyal Freshdesk customer for over four years and have consistently appreciated the service provided. Recently, due to our specific language compatibility requirements (supporting both left-to-right and right-to-left languages), we switched to another service provider better suited to our needs.

We submitted our cancellation request well in advance—weeks before our renewal date. However, despite this proactive approach, we were informed that we are responsible for a full year’s license fee, in accordance with Freshdesk’s refund policy of 60 days. Given that we have not been using the service since our transition, and considering the significant amount involved, I believe an exception to the policy would be fair.

I understand that policies exist for a reason, but long-term customers and exceptional circumstances should ideally receive special consideration. Has anyone else experienced a similar situation, or does anyone have advice on how to proceed with requesting an exception?

Thank you for your insights and assistance.