Refund and Cancellation Policy
Draft for review by counsel. Not yet in force, and not legal advice.This policy is part of the Terms of Service. It applies to everyone who buys Ixian. If you buy as a consumer (section 1 of the Terms), the section If you are a consumer adds to it. If you signed an Order or a pilot agreement, its terms on payment and refunds come first.
Cancelling a plan
- How to cancel. You can cancel a plan at any time, online, in the App (Plan & Credits, Manage billing), in the same way you bought it. You can also write to support@zetic.ai.
- When it takes effect. Cancelling stops the next renewal. The plan and its features stay until the end of the period you paid for, and you are not charged again.
- Monthly plans are not refunded for the rest of the month.
- Yearly plans can be cancelled for a full refund within [14] days of the first purchase, if the workspace has used no more than [10%] of the plan credits granted so far that year. The share is measured against the credits granted so far, not the year's total. After those 14 days, a yearly plan is not refunded for the rest of the year, but you may move to a monthly plan at your next renewal.
- If we change the price or the Terms. If we raise the price of your plan, or make a change to the Terms that you do not accept, you may cancel before the change takes effect and get a pro-rata refund of the prepaid period after that date.
Credits
Credits pay for board time. When a run starts we hold its estimate. When it ends we charge only the board minutes it used and release the rest automatically. Cancelling a run that has not reached a board costs nothing.
Credits do not expire, but lapse when a workspace's last account is closed. Unused credits in a workspace lapse when the account of its last member is closed, or when the Terms end, and are not refunded, except as the table below says. A team's credits stay with the team while it has members.
Failed runs. If a run fails because of us (a board, the queue or the Service fails, not your model or settings), we return the credits it was charged to your balance. If you think a charge is wrong, tell us within [30] days at support@zetic.ai with the run's identifier.
What can be refunded:
| Kind of credits | How you get them | Refunded? |
|---|---|---|
| Plan credits | Every month with a paid plan | Not on their own. They are part of the plan's price: when a plan is refunded (above), the credits it brought are taken back. |
| Credit packs | Bought in the App | Unused pack credits are refunded if we stop offering Ixian, if you end the Terms because we materially broke them (section 12 of the Terms), if we charged you in error, or where the law gives you the right (see below). |
| Prepaid credits under an Order | Invoiced under an Order or pilot agreement | As the Order says; otherwise like credit packs. |
| Promotional credits | Starter credits, grants and other credits we give | Never refunded, and have no cash value. |
Refunds are at the price you paid. Credits are refunded at what you paid for them (a pack's price after any discount, divided by its credits), not at their US$0.10 list value. [We use credits in this order: promotional first, then plan credits, then credit packs and prepaid credits, oldest first. Counsel to confirm the order, which decides what is left to refund.]
Ready engines
A ready engine is refunded in full if it does not pass verification on your weights, or if you cancel it before it is built. Once it has passed and been delivered, it is not refunded, except under the warranty in the Ixian Runtime Licence.
Runtime licence
Runtime licence fees are refunded only as the Ixian Runtime Licence describes (its warranty) or as an Order says. A robot whose engines do not reach the speed the licence requires owes nothing for that year. If that year was already paid for, we credit it against the next invoice.
Billing errors
If we charged you in error, we refund the amount to the original payment method, or credit it to your next invoice if you prefer.
How refunds are paid
Refunds go back to the card or account that paid, usually within [5–10] business days after we approve them. Card refunds are processed by Stripe.
If you are a consumer
These rights add to everything above, and nothing in this policy limits a right your consumer law gives you.
- Cancelling online. You can cancel a plan online at any time, as above, without having to call or write to us. [Where California's automatic-renewal law or another state's applies to you, we follow it.]
- Republic of Korea. If you buy online from Korea, you may withdraw from the purchase within 7 days, under the Act on Consumer Protection in Electronic Commerce. Withdrawing is free and refunds what you paid. Once a digital service has been provided or used, the right may no longer apply, but only where we told you so clearly before you bought. [Counsel to confirm how this applies to plan credits and credit packs that have been partly used, and to plans that have started.]
- European Union, European Economic Area and United Kingdom. Ixian is not offered there for now (section 1 of the Terms). [When it is, consumers there will have a 14-day right of withdrawal, and the purchase flow will ask for their consent before a service starts within those 14 days.]