Refund and Cancellation Policy

1. Who sells to you, and who refunds you

Your purchase is made from Paddle as merchant of record — Paddle.com Inc. for buyers in the United States, Paddle.com (Canada) Ltd for buyers in Canada, and Paddle.com Market Limited for buyers everywhere else. Paddle is the seller of the product to you and Paddle processes all refunds. The company that sold to you is named on your receipt and invoice; each one’s registered address is in section 2 of our Terms.

2. 14-day money-back guarantee — no reason needed

You may request a full refund within 14 calendar days, without giving any reason. The 14 days run from the date of your transaction for one-off purchases, and from the date your subscription was most recently charged for subscriptions — the start date, and then each renewal date, so each renewal opens a new 14-day window.

This guarantee applies to every customer, in every country. It is in addition to any statutory rights you have (section 5) and does not limit them.

3. How to request a refund, and how long it takes

Either route works:

• Through Paddle — use the “View receipt” or “Manage subscription” link in your order-confirmation email, or go to paddle.net, find your order and select “Request refund”; or email help@paddle.com.
• Through us — write to support@ai-pipeline.dev with your order or receipt number and we will pass the request to Paddle.

Approved refunds are returned to your original payment method within 14 days of the request being approved. Your bank or card issuer may take a few additional days to show the money.

4. Cancelling a subscription

You can cancel at any time from the “Manage subscription” link in your order-confirmation email, or by contacting us. Cancelling stops all future renewal charges. Unless you also ask for a refund under section 2, your access continues until the end of the period you have already paid for. What changes when that period ends is set out in section 14.

5. Statutory right of withdrawal — consumers in the EU/EEA and the UK

If you are a consumer in the EU/EEA or the UK, you have a separate statutory right to withdraw from the contract within 14 days, under the Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013. You can use the model withdrawal form we provide, or any clear statement.

Because our service is supplied digitally and immediately, at checkout we ask you to (a) expressly request that supply begin straight away, and (b) acknowledge that doing so ends or limits that statutory right once supply has begun. If you give both, your statutory withdrawal right is affected as described at checkout.

This does not take away your money-back guarantee. Even where the statutory right has ended, the 14-day, no-reason guarantee in section 2 still applies, and you will receive a full refund of the amount you paid for that transaction.

6. After 14 days

Refunds are at our and Paddle’s discretion, except where you have a statutory right that still applies — including where we failed to give you the pre-contract information the law requires, in which case your statutory withdrawal period is extended.

7. Chargebacks

Please contact us or Paddle before raising a chargeback with your bank; we will almost always resolve it faster.

8. Two kinds of money

There are two separate things you can pay for, and they never fund each other:

• A subscription, per person, monthly or annually. It buys the software and your history.
• Prepaid balance, which hosted compute and metered tokens draw down.

A lapsed subscription does not consume your balance, and an empty balance does not cancel your subscription. Both are purchases, and the money-back guarantee in section 2 applies to each of them.

9. Service credits, which are a different thing

Separately from refunds, when we decide a run failed for a reason that was ours, we credit the cost of that run back to your prepaid balance. That is a service credit for a failure, not a refund of a purchase, and it is additional to the money-back guarantee in section 2 — it never replaces it. If what you want is your money back, sections 2 and 3 are the route, and the money goes back to the card you paid with.

10. Which failures we credit

A failed run has usually still cost real money, because the tokens were genuinely spent. So the line is drawn at the moment of failure, by the component that observed it, and the recorded class decides the outcome. This is a lookup, not a negotiation, and it is why the categories are published rather than applied case by case.

Ours. Credited back to your balance:

• a host crash, out-of-memory, or disk exhaustion on our machine (our infrastructure);
• our orchestration dispatching a step wrongly (our bug);
• a deploy or restart of ours interrupting a run (our operations);
• a network failure between us and the AI provider (our side of the wire);
• our compute provider terminating a task we launched, such as a capacity reclaim, because we chose that provider and you cannot influence it;
• our control plane being unreachable, so a run’s lease expires with work unsettled (our availability). The outstanding work is recorded as a charge when we reconnect, and then credited, so both facts stay in your ledger.

Not credited:

• a pipeline that loops, recurses, or never converges: the pipeline is your own work;
• a step that fails because its instructions are wrong: likewise;
• your tests, build or code failing: the pipeline did its job and the answer was “no”;
• a run you cancelled: the work up to that point was performed, so it stands;
• rate limits caused by your own volume, where the retry is ordinary operation;
• an AI provider’s outage. We do not call this your fault. We also cannot fund another company’s incident, so the charge stands.

Neither, because nothing was lost: a declined automatic top-up. Nothing failed and no work was lost; we simply could not add money, so there is nothing to credit and nothing to charge. Add funds and the run proceeds.

If you think a failure was classified wrongly, write to support@ai-pipeline.dev with the run in question. The class recorded against the run is the thing to discuss, and we will look at it.

11. Top-ups

The minimum top-up is $10. A top-up credits its full amount: the payment processing fee comes out of our margin, not out of your deposit. Prices are stated in US dollars, and Paddle may present the charge in your local currency at checkout.

Because balance is spent as it is used, a refund or chargeback against a top-up you have already spent can leave the balance negative. We record that rather than hiding it, and it is payable.

12. No plan includes compute

No plan includes compute or tokens. Hosted runs always draw the balance, on every plan. Runs on your own machines and on self-hosted runners are unlimited on every plan and cost nothing, because they cost us nothing.

This is why cancelling a subscription neither entitles you to a refund of balance nor forfeits it. The two are separate purchases.

13. Changing the number of seats

Adding seats is invoiced immediately, so the charge lands when we say it does rather than months later. Removing seats produces a credit on your next invoice, computed from what you were actually billed.

14. What happens after you cancel

When the period you paid for ends, your organization drops to the Free plan, and:

• your balance is untouched. A Free organization keeps its credit and can keep running hosted work with it;
• the dashboard shows a shorter window of history. That is a display filter, not deletion. Nothing is removed;
• members above the Free ceiling keep working; new invitations are refused;
• support becomes best effort;
• if you subscribe again later, the same billing identity is reused.

Closing your account entirely is covered by the Privacy Policy, section 8.