Refund & Cancellation Policy

• 14-day money-back guarantee on your first subscription payment — no questions asked.

• Cancel anytime — cancellation stops future renewals; your plan stays active until the end of the period you already paid for.

• Failed jobs are refunded automatically — if a cloud job fails or times out, its credits are returned to your balance without you having to ask.

• Unused credit packs — refundable within 14 days of purchase while unused.

• The free tier requires no payment at all, so there is nothing to refund.

This Refund & Cancellation Policy forms part of our Terms of Service. If anything here conflicts with an enterprise agreement you signed with us, that agreement prevails.

First payment (new subscribers)

If you are new to a paid plan, you can request a full refund of your first subscription payment within fourteen (14) days of that payment — for any reason, no questions asked. It does not matter how many credits you have used; we would rather you leave with a good impression than keep money you regret spending.

Renewal payments

For automatic renewal payments you may request a refund within fourteen (14) days of the renewal charge:

• If you have not consumed any of the renewed period's credits, you receive a full refund.

• If you have partially used the renewed period's credits, we issue a prorated refund of the unused remainder at our discretion — we look at actual usage, and we do not apply deductions mechanically.

After 14 days

Outside the 14-day window you can still cancel at any time: cancellation stops all future charges, your plan benefits (credits, queue priority, API access) keep working until the end of the paid period, and then the subscription simply ends. We do not refund the unused remainder of a running period after the 14-day window, except in exceptional circumstances — for example prolonged service outages, billing errors, or duplicate charges — which we always refund in full.

Annual plans and academic discounts

The same rules apply to annual plans (monthly-equivalent pricing with a discount) and to the academic discount. Annual plans carry the same 14-day full-refund window from each annual charge.

One-off credit pack purchases at the rates shown on our Pricing page are refundable within fourteen (14) days of purchase as long as the purchased credits are unused. Because credits on paid plans never expire, an unused pack is typically better kept for future work — but the choice is yours.

Partially used credit packs are not refundable, since the compute capacity has already been consumed on your behalf.

You never pay for compute that did not deliver. If a cloud job fails or times out for reasons within our control, the credits it consumed are automatically returned to your balance — no support ticket needed. If you ever notice a failed job whose credits were not returned, contact us and we will refund them manually.

• Self-service — sign in and cancel from your account's billing settings. This takes effect immediately for future renewals.

• By email — write to us from the address on your account and we will process the cancellation for you, typically within one business day.

• Through our merchant of record — if you were charged by our payment provider, you can also manage the subscription from the receipt link you received by email.

Cancelling never deletes your account or your projects. Your data and results remain available, and you drop back to the free tier's capabilities at the end of the paid period.

Send an email to our support address with:

• the account email the subscription is attached to;

• the order number or the date and amount of the charge (either is enough);

• a sentence about the reason — helpful but never required within the 14-day window.

We answer refund requests within three (3) business days. Approved refunds are issued through the original payment method and typically appear on your statement within ten (10) business days, depending on your bank or card issuer. If a refund is delayed beyond that, contact us and we will trace it with our payment provider.

Support email: [email protected]

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a digital subscription within fourteen (14) days of purchase. Because subscription access is digital content delivered immediately, we ask for your consent to start delivery right away — and our voluntary 14-day money-back guarantee gives you the same protection in practice, with no conditions attached. Nothing in this policy limits your statutory consumer rights.

If you believe a charge is wrong — wrong amount, duplicate, or for a service you never received — please contact us before filing a chargeback with your bank. We resolve billing disputes quickly and refunds through us are faster than a chargeback cycle. We never retaliate against customers for raising genuine billing issues.

The 14-day guarantee exists so researchers can evaluate the platform risk-free. Repeatedly subscribing and refunding to obtain free credits, or refund abuse at scale, may lead us to decline future purchases. Genuine dissatisfaction is always refunded — we can tell the difference.

Refund questions: [email protected]. We read every email and a human answers — normally within two business days.