Refund & Cancellation Policy

1. Evaluate before you pay

Every plan starts with a time-limited trial that requires no card. The trial is the intended way to establish whether the platform fits how your team actually works — run a real opportunity through qualification, requirement extraction, and a drafted section before you commit. We would rather you found out during the trial than asked for a refund afterwards.

A free design-partner period does not automatically create a paid subscription. Where a signed design-partner agreement offers an optional discounted subscription, payment requires your organisation’s affirmative authorisation through the designated checkout or another valid agreed payment process. A partner that declines paid conversion owes no subscription fee for the free period.

2. Cancellation

Your organisation can cancel at any time from workspace billing settings, or by writing to [email protected] from an address on the account. Cancellation stops future renewals; access continues to the end of the period already paid for — the end of the current month on a monthly plan, or the end of the paid year on an annual plan. We do not pro-rate a partial period.

Your organisation may end design-partner participation without necessarily ending an independently authorised paid subscription. Access remains available through the already-paid service period unless earlier suspension or termination is permitted under our Terms of Service. Where a merchant of record is the seller for a transaction, its refund provisions apply as disclosed at purchase, subject to non-waivable rights and any expressly negotiated entitlement.

3. Refunds

Monthly plans. If something is not right, contact us within 14 days of a charge and we will work with you to resolve it, including refunding the most recent month’s payment where that is the fair outcome.

Annual plans. Refundable in full within 14 days of the initial purchase or of a renewal charge. After that the annual fee is non-refundable, but the plan stays active to the end of the paid year and simply does not renew. You can switch between monthly and annual billing at any renewal.

Metered usage. Where a plan meters usage — for example active pursuits or agent operations — usage already incurred is not refundable, because the underlying inference and storage cost has already been spent. If you believe the meter has recorded usage your team did not cause, contact us: the meter and the audit ledger are both queryable, so this is a question with an answer rather than a negotiation.

Agent-operation limits are set in operation units, not dollars, and reset by UTC day or UTC calendar month as selected. Operations already in progress may complete after a limit is reached, and their resulting usage is billable. Promoting a Pursuit is never stopped by an agent-operation limit; Pursuits beyond the included allowance for the billing period are billed at the published Pursuit overage rate. Verified meter errors are corrected under our Terms.

Charged in error. If you were billed after cancelling, billed twice, or billed on a plan your organisation did not select, tell us and we will refund it in full regardless of the windows above.

4. Your data when you leave

Cancelling does not immediately erase your workspace. After the paid period and any separately agreed continued access end, your organisation has 30 days to request an export, and a verified, timely request is fulfilled even if routine deletion deadlines would otherwise fall while it is prepared. The window and the export rules are set out in our Data Retention Schedule; the Data Processing Agreement governs personal-data processing and retention exceptions. If you want your data deleted sooner than the standard window, ask and we will do it.

5. How to request a refund

Write to [email protected] from an email address on the account, with the approximate date of the charge and what went wrong. We aim to respond within a few business days. Refunds are issued to the original payment method.