Jira refund policy
Jira's longest stated refund window is 30 days, and you cancel in your own settings.
Jira refunds and cancellation
Good · checked Oct 18, 2026
Atlassian puts 30 days in writing for a first purchase of Jira, monthly or annual, and a billing admin shuts the subscription down in the admin console without phoning anyone. It stops at a B because that window is the only one there is: the same page says renewals and upgrades cannot be refunded at all, and you have to ask for the money rather than click for it. Cancel mid-cycle and nothing is credited back.
- Refund window
- 30 days
- How you cancel
- Yourself, in settings
- Getting your money back
Atlassian's refund page says you can request a refund if it is your initial purchase of the app and you ask within 30 days of buying, and that after that no refund can be offered. A monthly cloud subscription is refundable only within the first paid month after the trial, a new annual one only within 30 days of purchase. Renewals, upgrades and usage-based charges are not refundable, and Enterprise is excluded.
Stated on support.atlassian.com- How to cancel Jira
A Jira subscription is ended by deactivating it in the billing section of the Atlassian admin console, which billing admins, organization admins and site administrators can do. On Atlassian's older billing experience the same is done from the my.atlassian.com account page, where organization admins, site admins and billing contacts can cancel. Enterprise plans are handled by writing to Atlassian instead.
- Sign in to the billing section of the Atlassian admin console and pick the billing account if there is more than one
- Select Subscriptions and find the Jira subscription
- Select Manage on that subscription
- Open more actions and select Deactivate
- Review the cancellation and confirm it
- What you keep afterwards
Atlassian says a deactivated subscription stops renewing, the site stays reachable for 15 more days after the subscription period ends, and the product data is then kept for a period that varies by plan. Free plans are deactivated immediately and deactivating during a trial ends the trial. Personal data can be deleted at once on request, and the page points to Atlassian's export instructions.
Stated on support.atlassian.com- Renewals
Atlassian's cloud terms say a subscription term renews automatically at the rates current at the time, for a term matching the last one, or twelve months where the last was a year or more, and that either side may decline to renew by giving notice before the term ends. No notice period and no reminder are stated. The cancellation page adds that no credit is offered for cancelling mid-cycle.
Stated on atlassian.com
In your favour
- Thirty days to undo a first purchase of Jira, on monthly and annual billing alike, written down rather than implied.
- A billing or site admin deactivates the subscription in the admin console, with nobody to phone.
- The site stays reachable for 15 days after the period ends, so there is room to get the data out.
- No notice period: declining to renew before the term ends is all that is asked.
Watch out for
- Renewals and upgrades cannot be refunded at all, so those 30 days really are a first-purchase offer.
- You have to ask Atlassian for the refund; there is no button that returns the money.
- Deactivate mid-cycle and you get no credit: it simply takes effect at the end of the cycle.
- How long data survives after the site is deactivated depends on the plan, which the page leaves vague.
Getting help from Jira
Good · checked Oct 18, 2026
Atlassian is unusually frank about what support buys you, and publishes the numbers: on Standard, a first reply inside two business hours when Jira is down, 9 hours a day Monday to Friday, three business days for a how-to question. Premium is round the clock for the worst problems. Three things keep it off an A: no live chat on any plan, a phone number only on Enterprise, and a free Jira site gets the forum and the docs rather than a queue.
Ways to get help
Phone
A dedicated phone number comes with Enterprise, alongside a dedicated senior support team. The same comparison lists inbound phone support as not available on Standard.
Stated on confluence.atlassian.comContact form or ticket
A support request raised with Atlassian's cloud support team. The support offerings page says the people entitled to raise one are the product and site admins of Standard, Premium and Enterprise sites, with organization admins added on Premium and Enterprise.
Stated on confluence.atlassian.comHelp centre
Jira Cloud documentation and a knowledge base on Atlassian Support, readable without signing in, covering projects, boards, administration, billing and deactivating a subscription.
Stated on support.atlassian.comCommunity or forum
The Atlassian Community's Jira questions board, a public forum where users and Atlassian staff answer questions. The Jira pricing page gives this as the support that comes with the Free plan.
Stated on community.atlassian.com
Not listed on Jira’s pages: live chat.
- When people answer
The support offerings page states technical support hours of 9 hours a day, Monday to Friday, on Standard. Premium is round the clock for an application-down issue, 24/5 for serious degradation and 9 hours Monday to Friday below that. Enterprise is round the clock for every technical issue. The Jira pricing page words the same thing as 9/5 regional support and 24/7 support for critical issues.
Stated on confluence.atlassian.com- How fast it says it replies
Atlassian publishes initial response targets by severity. Standard aims at 2 business hours for an application down, 6 business hours for serious degradation, 1 business day for moderate impact, 2 business days for low impact and 3 business days for a how-to question, which it marks as beta. Premium aims at 1 hour for an application down, Enterprise at 30 minutes.
Stated on confluence.atlassian.com- What depends on your plan
The Jira pricing page gives support from the Atlassian Community on Free, 9/5 regional support with a 2-hour response for critical issues on Standard, 24/7 support for critical issues with a 1-hour response on Premium, and 24/7 support for all issues on Enterprise with a 30-minute response, a dedicated phone number and a senior support team. Support is bundled with the paid licence rather than sold separately.
Stated on atlassian.com
In your favour
- Atlassian publishes first-reply targets by severity, which almost nobody else in this category does.
- Premium buys round-the-clock cover when Jira is down, not only office hours.
- The documentation, the knowledge base and the community forum are open to everyone, free sites included.
- Support comes with the paid licence rather than as another line on the bill.
Watch out for
- A free Jira site gets the forum and the docs: no ticket, no person.
- Only product and site admins may raise a request, so everyone else has to go through one of them.
- There is no live chat on any plan, and the phone number is Enterprise only.
- On Standard a how-to question has a three-business-day target, which is a long wait for a small question.
What these two grades rest on. Read on 18 October 2026: Atlassian's pages on requesting a refund and on deactivating a subscription, the Atlassian cloud terms of service, the support offerings comparison with its response targets, the Jira pricing page, the Jira Cloud support site and the Atlassian Community. These are Atlassian's account-wide billing rules, not a Jira-only policy. Nobody here cancelled a plan or contacted its support. They are graded apart from the five that make the GPA. How we grade refunds and support.
Jira refund and cancellation questions
Does Jira give refunds?
Atlassian's refund page says you can request a refund if it is your initial purchase of the app and you ask within 30 days of buying, and that after that no refund can be offered. A monthly cloud subscription is refundable only within the first paid month after the trial, a new annual one only within 30 days of purchase. Renewals, upgrades and usage-based charges are not refundable, and Enterprise is excluded. This is Jira's own policy, as read on Oct 18, 2026.
How do I cancel Jira?
A Jira subscription is ended by deactivating it in the billing section of the Atlassian admin console, which billing admins, organization admins and site administrators can do. On Atlassian's older billing experience the same is done from the my.atlassian.com account page, where organization admins, site admins and billing contacts can cancel. Enterprise plans are handled by writing to Atlassian instead. The steps its help page gives: 1. Sign in to the billing section of the Atlassian admin console and pick the billing account if there is more than one. 2. Select Subscriptions and find the Jira subscription. 3. Select Manage on that subscription. 4. Open more actions and select Deactivate. 5. Review the cancellation and confirm it.
What happens to my data if I cancel Jira?
Atlassian says a deactivated subscription stops renewing, the site stays reachable for 15 more days after the subscription period ends, and the product data is then kept for a period that varies by plan. Free plans are deactivated immediately and deactivating during a trial ends the trial. Personal data can be deleted at once on request, and the page points to Atlassian's export instructions.
How do I contact Jira support?
Jira's pages list these ways to get help: phone, contact form or ticket, help centre and community or forum. The support offerings page states technical support hours of 9 hours a day, Monday to Friday, on Standard. Premium is round the clock for an application-down issue, 24/5 for serious degradation and 9 hours Monday to Friday below that. Enterprise is round the clock for every technical issue. The Jira pricing page words the same thing as 9/5 regional support and 24/7 support for critical issues. Atlassian publishes initial response targets by severity. Standard aims at 2 business hours for an application down, 6 business hours for serious degradation, 1 business day for moderate impact, 2 business days for low impact and 3 business days for a how-to question, which it marks as beta. Premium aims at 1 hour for an application down, Enterprise at 30 minutes. No live chat was listed, as read on Oct 18, 2026.
Does Jira renew automatically?
Atlassian's cloud terms say a subscription term renews automatically at the rates current at the time, for a term matching the last one, or twelve months where the last was a year or more, and that either side may decline to renew by giving notice before the term ends. No notice period and no reminder are stated. The cancellation page adds that no credit is offered for cancelling mid-cycle.
Can I try Jira before paying?
Yes. From the Free plan, Standard can be tried free for 14 days and Premium for 30 days. Trying first is the surest way to avoid needing a refund.
Before paying for a year, check what Jira costs month to month on its pricing page. We read these policies; we haven’t asked Jira for a refund or contacted its support.
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