Legal
Refunds & cancellation
How to cancel, what you keep afterwards, when credits come back automatically, and how to ask for money back when they don't.
- Version
- 1.0
- In effect from
- 4 Sept
1.Cancelling a subscription
Open Billing in your workspace and choose Cancel. It takes one click, no email is required, and nobody will call you to talk you out of it. You can undo it yourself at any point before it takes effect.
- You keep paid access until the end of the period you have already paid for.
- At the end of that period the workspace drops to the Free plan. It is not closed.
- Nothing you built is deleted. Your data stays, and stays exportable.
- If the workspace has more members than the Free plan allows, everyone keeps read access and you choose who keeps editing.
2.Deleting a workspace entirely
Cancelling stops billing; it does not erase anything. If you want the data gone, request deletion through the data request form. Export first; deletion is not reversible once the recovery window closes.
3.Credits refunded automatically
These need no request from you. They are how the system is built to behave.
A run that fails
Credits are reserved when a paid action starts and only settled when it finishes. If it fails, the reservation is released and you are not charged.
A run we cannot confirm
If we cannot determine whether a run actually completed, it is held for review rather than charged to you. We resolve it in your favour where the evidence is genuinely ambiguous.
A charge you never approved
Nothing spends credits without you approving a shown price first. If you are ever charged for something you did not approve, that is a bug; report it and we refund it.
4.Refunds you have to ask for
Use the refund request form. We aim to decide within five business days and will explain the decision either way.
Cancelling within 14 days is free
If you cancel within 14 days of your first payment, we refund that payment in full and your subscription ends immediately. You do not have to give a reason and you do not have to ask. Cancelling from your billing settings inside that window does it automatically. This is your statutory right of withdrawal on a distance contract, and it applies once per subscription.
After 14 days, cancelling stops the next charge and you keep access until the end of the period you have already paid for.
What we generally refund
- A duplicate charge, or a charge after a valid cancellation.
- A billing period you did not use at all and did not intend to renew, where you tell us promptly after the renewal.
- Credits consumed by output that was unusable because the service malfunctioned.
- Anything we got wrong. If the mistake is ours, you should not be out of pocket for it.
What we generally do not refund
- Periods you used, once the 14-day window above has passed. Cancelling mid-period stops the next charge; it does not refund the current one.
- Credits already spent on runs that completed and produced output, where you simply did not like the result. The price is shown before you approve, and model output is a draft you review.
- Expired credits. Included credits carry forward for up to three periods and then lapse, purchased packs last three months, and credits earned on the free plan last ninety days; all three are stated before purchase.
These are defaults, not a script. If your situation is genuinely unfair, say so in the form and a person will read it.
5.Statutory rights
Nothing here removes rights you have by law. Consumers in the European Union and the United Kingdom generally have a 14-day right to withdraw from a distance contract. Where you ask us to begin providing the service immediately within that period, you may be asked to pay for what you have used up to the point of withdrawal.
If your local law gives you a stronger right than this policy, your local law applies.
6.How refunds are paid
Approved refunds go back to the original payment method through our payment processor, normally within 5–10 business days depending on your bank. We cannot refund to a different card or account.
Where a refund covers credits rather than money, the credits are returned to the workspace wallet with their original expiry.
7.Chargebacks
If something is wrong, please contact us before raising a chargeback with your bank; it is faster and we can usually resolve it the same day. A chargeback raised while we are actively working on your case may suspend the workspace until the bank concludes, which helps nobody.
Questions about this document go to our contact form. To exercise a data-protection right, use the data request form.