Refund Policy
Last updated: December 2024
Overview
This policy outlines our refund and cancellation procedures for RAGaaS subscriptions and services. All payments and refunds are processed through our payment provider, Paddle.com, who acts as the Merchant of Record for all transactions.
Money-Back Guarantee
We offer a 14-day money-back guarantee for new subscriptions. If you're not satisfied with our service, you can request a full refund within 14 days of your initial purchase.
Subscription Cancellations
- You can cancel your subscription at any time through your Paddle billing portal
- Cancellations take effect at the end of the current billing period
- You will retain access until the end of your paid period
- No partial refunds for unused time after the 14-day guarantee period
- Cancellation requests must be submitted through Paddle.com
Refund Eligibility
Eligible for Refund
- Within 14 days of initial subscription purchase
- Billing errors or duplicate charges
- Service unavailability exceeding 24 hours
- Technical issues preventing service use
- Cases where required by law
Not Eligible for Refund
- After the 14-day guarantee period
- Partial months of unused service
- API usage within rate limits
- Third-party API costs (OpenAI, Cohere, Jina)
- Cancellations after renewal
Requesting a Refund
To request a refund:
- Visit your Paddle billing portal
- Select the subscription you want to refund
- Follow the refund request process
- Provide relevant details about your refund request
For billing support, contact Paddle directly through their support channels.
Processing Time
- Approved refunds are processed by Paddle within 5-10 business days
- Refunds are issued to the original payment method
- Processing time may vary by payment provider and location
- You will receive confirmation from Paddle once the refund is processed
Service Credits
In some cases, we may offer service credits instead of monetary refunds:
- Service interruptions
- Technical issues
- Performance problems
- As compensation for service issues
Service credits will be applied to your account and deducted from future invoices.
Taxes and Fees
- Refunds include the subscription fee only
- Transaction fees may not be refundable
- Tax refunds are processed according to applicable laws
- Additional bank charges or currency conversion fees are not refundable
Disputes and Chargebacks
Please contact Paddle.com before initiating any payment disputes or chargebacks. Most issues can be resolved through their customer service.
Changes to Policy
We reserve the right to modify this policy at any time. Changes will be communicated via email or through the Service.
Contact Information
For refund requests and billing inquiries:
- Visit your Paddle billing portal
- Contact Paddle customer service
For technical support:
- Email: [email protected]