Refund & Cancellation Policy

1.1 This Refund & Cancellation Policy explains how to cancel your Plan and when we refund fees. It is incorporated into our Terms & Conditions. Capitalized terms not defined here have the meanings given in our Terms & Conditions.

1.2 All refunds under this policy are repayments of fees for unused service. No refund under this policy carries interest, and no administrative, processing, or restocking fee applies to any refund described here.

2.1 Cancel anytime. You may cancel your Plan at any time through the Billing Portal. No phone call, email, or explanation is required, and there is no cancellation fee.

2.2 When cancellation takes effect. Cancellation takes effect at the end of your current billing period. You keep full access to your Agent Instance, the Web Interface (on any browser), and the Control Panel until that date, and you will not be charged again.

2.3 Immediate cancellation. If you prefer not to wait, you can request immediate cancellation through the Billing Portal. Your access ends when immediate cancellation is processed, and the remaining time in your billing period is forfeited. Immediate cancellation is treated the same as cancellation under 2.2 for all other purposes.

2.4 After cancellation. After your cancellation takes effect, your Customer Content is handled in accordance with our Terms & Conditions and our Privacy Policy, including deletion within 30 days and purge of backups within 14 days of the last backup cycle. Export your Customer Content through the Web Interface before your access ends.

2.5 Automatic renewal disclosure. Unless you cancel first, your Plan renews automatically for the same period at the rate stated in your Plan. We present the renewal terms — the amount, the billing period, and how to cancel — clearly and conspicuously before you complete your order in the Billing Portal, and your order constitutes your affirmative consent to those renewal terms. After you cancel, no further charges are placed. These practices apply to all Customers regardless of where they live.

2.6 Renewal reminders for longer commitments. For Plans paid annually or for any commitment longer than one year, we will send you a reminder before each renewal, by email to your account address, no less than 15 and no more than 30 days before the renewal date, telling you what will renew, when, for how much, and how to cancel.

3.1 Refund window for a new Plan. If you are materially dissatisfied with a Plan you have purchased for the first time, tell us at [email protected] within 7 days of your first payment for that Plan, and we will refund the fees you paid for that Plan in full. We offer this as a matter of goodwill and as repayment of fees for service you were unable to use as intended; it applies whether or not you can show the service was defective. The window runs from the date of your first payment for that Plan and covers the first purchase of a Plan only; renewal payments and subsequent purchases of the same Plan are not covered.

3.2 Termination by Cyphra for its own convenience. If we terminate your Plan for our own convenience (that is, not for your breach and not under our Acceptable Use Policy), we will refund the unused portion of your prepaid fees, calculated from the effective date of termination to the end of the paid billing period. Fees already consumed for time used are not refunded.

3.3 Upgrades and downgrades. If you upgrade mid-period, the additional cost is prorated for the remainder of the billing period and charged on your next invoice. If you downgrade mid-period, the fee reduction is applied as a prorated credit against your next invoice; we do not pay out downgrade credits in cash while the account remains active. Nothing in this subsection limits any right you hold under mandatory consumer law (see 4.2).

3.4 No double refunds. A given fee is refunded at most once. If a payment has already been refunded — for example under 3.1, under 3.2, or through a chargeback resolution — it will not be refunded again under another provision, and credits already applied are offset against any subsequent refund calculation.

3.5 Late-in-cycle edge cases. Where a charge falls close to the end of a billing cycle, the payment processor may capture it after your cancellation or downgrade request was submitted. If you were charged for a period you already cancelled or downgraded out of, contact [email protected] and we will refund the overlapping amount. The same applies to charges captured after you requested an immediate cancellation under 2.3.

4.1 Fees are not refundable in the following cases:

4.1.1 Acceptable Use Policy termination. Your account was terminated for violation of our Acceptable Use Policy (see Section 5 of that policy).

4.1.2 False information. Your account was obtained, or your Plan purchased, using materially false registration or payment information.

4.1.3 Chargeback abuse. The refund request follows a pattern of disputed charges or repeated chargebacks that we determine, acting reasonably, to be abusive.

4.1.4 Rendered service after the window. Fees for service that was actually available and usable to you, requested for refund after the 7-day window in 3.1 has expired.

4.1.5 Third-party BYOK charges. Charges you incur directly with third-party model providers under your own API keys (BYOK). Those charges are between you and the provider and are governed by the provider's own terms.

4.2 Nothing in this section limits refunds we owe under 3.2, or any right you hold under mandatory consumer-protection law that cannot be waived — including, where it applies, the New Jersey Consumer Fraud Act and similar state consumer-protection statutes.

5.1 Contact us first. If you believe a charge is wrong, contact us at [email protected] before disputing it with your bank. Most billing issues are resolved faster with us than through a chargeback, and a resolution does not put your account at risk. You always have the right to dispute a charge with your card issuer; asking you to contact us first does not waive that right.

5.2 Dispute process. Tell us the invoice number, the amount, and why you believe the charge is incorrect. We will investigate and reply within a reasonable time. If we agree the charge was wrong, we refund it under Section 3. If we disagree, we will explain why and give you the information we relied on.

5.3 Account status during a dispute. If you file a chargeback without first contacting us, we may suspend your account and access to your Agent Instance until the dispute is resolved. If the dispute is resolved in our favor, we may terminate the account for nonpayment in accordance with our Terms & Conditions. If it is resolved in your favor, any suspension is lifted and any eligible refund is processed under Section 3.

6.1 Refunds are issued to the original payment method used for the charge, through the same gateway that processed it. We do not issue refunds to a different card, account, or currency than the original payment, except where we cannot do so for technical or compliance reasons, in which case we will agree an alternative with you.

6.2 Once we issue a refund, your bank or card issuer typically takes 5–10 business days to post it; some issuers take longer.

6.3 We may ask you to verify your identity or details of the order before issuing a refund, to prevent fraudulent refund claims. We only ask for what is needed for that purpose, and we handle verification data under our Privacy Policy.

• Billing, refunds, and cancellations: [email protected]
• Legal matters: [email protected]
• Cyphra LLC, 31 Gloucester Road, Summit, NJ 07901, USA