Billing, Credits and Refund Policy
This policy supplements Sections 10 and 11 of the Terms of Service. If a signed agreement or mandatory law gives you different rights, those rights take precedence as provided in the Terms.
1. Prices and payment
The price, billing period, currency, and applicable purchase terms are shown at checkout. Stripe processes payments. Provide accurate billing and tax information and a valid authorized payment method. Subscription prices and credit packages can change prospectively under the notice rules in the Terms.
2. Renewal and trials
Subscriptions renew automatically for the relevant monthly or annual period unless canceled before renewal. A trial can convert to a paid subscription as disclosed when you start it. Cancel before the trial ends if you do not want that conversion. Trial benefits can differ from paid benefits.
3. Seats and organization balances
Organization subscriptions are billed per member. Added seats can create immediate prorated charges and prorated credit grants. Removed seats remain paid until the current period ends. Organization credits are shared; member spending limits do not create separate ownership of the pool.
A member's organization launch uses the organization's pool. A non-member collaborator or a personal research uses the launcher's personal credits. Check the payer before starting work.
4. Credits and reservations
Credits measure metered use and are not redeemable money. Before a mission starts, the maximum quoted budget is reserved. Work consumes credits according to recorded model and compute use, and unused reserved credits return when the reservation is settled.
Stopping, canceling, or failing a run does not reverse work already consumed. A platform-caused metering or execution problem can be investigated, and an appropriate correction can be made under the Terms. A poor or unexpected scientific outcome is not by itself a billing error.
Free credits top up the configured allowance and do not accumulate beyond it. Paid plan grants are added for the billing period. Purchased credits and paid grants do not expire while the account remains open and in good standing under the current Terms; promotional conditions can differ. Account closure and abusive or disputed purchases are subject to the forfeiture and reversal rules in the Terms.
5. Cancellation and downgrades
Use billing settings or contact [email protected] to cancel. Cancellation ordinarily takes effect at the end of the current billing period, with paid access continuing until then. A scheduled downgrade begins at the date shown in the plan-change preview.
All payments are final. We do not offer refunds. Except where the Terms, a signed agreement, or mandatory law require otherwise, there are no refunds or credits for partial periods, unused seats, unused credits, or downgrades. Deleting content or leaving an organization does not necessarily cancel a subscription administered by someone else.
6. Refund requests and corrections
Contact [email protected] with the account or organization, invoice identifier, date, amount, and reason. Do not send full card numbers or passwords. Report suspected metering errors within the 60-day period stated in the Terms, without limiting any longer period required by law.
The Terms provide remedies for certain material discontinuations and termination for convenience, including applicable refunds of prepaid unused subscription periods. Duplicate charges and other confirmed billing errors will be addressed as appropriate. A refund can require reversal of associated credits or benefits.
7. Mandatory consumer rights
Consumers may have non-waivable cancellation, withdrawal, conformity, or refund rights under local law. Nothing in this policy excludes those rights. Where law permits limits on withdrawal after immediate digital performance begins, those limits apply only when the required disclosures, requests, and consents have validly occurred. Contact us to exercise an applicable right.
8. Failed payments and disputes
A failed payment can lead to retries, notifications, suspension of paid benefits, and fallback to the free plan under the Terms. You remain responsible for amounts properly due. We may reverse credits or benefits associated with fraudulent or disputed payments and respond to chargebacks with relevant records, subject to law.