Refund and Cancellation Policy

This policy covers how to cancel a Pro subscription and what we refund. It is part of our Terms of Service. Self-serve is free, so there is nothing to refund. Enterprise refunds follow your order form, not this policy.

Cancelling Pro

• You can cancel at any time from the Stripe Customer Portal, which your account’s billing page links to.
• Cancellation takes effect at the end of the current billing period. Until then your org keeps Pro: every feature, its seats and the rest of its usage credit. You can undo the cancellation in the Customer Portal until the period ends.
• Usage past your credit in the final period is charged on the final invoice. Nothing is charged for the period after it.
• Your org then drops to Self-serve, and its tokens keep working within Self-serve’s limits: 5 sim-hours a month and no feature entitlements. Its existing members keep their access and share that one allowance; adding members needs Pro.
• You can subscribe to Pro again at any time.

Seats

Seats follow your org’s members, and team tokens take no seat. Adding a member adds a prorated charge for the rest of the period to your next invoice. Removing one adds a prorated credit to your next invoice. The credit isn’t refunded to your card.

What we don’t refund

Metered usage isn’t refunded, and neither is the seat fee for a billing period you’ve used, including when you cancel partway through it. Unused usage credit isn’t refunded either. The exception is our own error: for example, when we count time your simulators didn’t use, charge you twice, or charge you after a cancellation took effect.

Disputing a charge

If you believe a charge is wrong, email founders@rystic.ai with the invoice within 60 days of its date. We answer from our call records: every check-in your simulators sent, and what we counted from each, half-minute by half-minute. If we over-counted, we refund the over-count in full.

Outages

Minutes a simulator runs while our lease server is unreachable are reported when it reconnects, and billed like any others. A simulator that can’t start because our service is down bills nothing. We don’t offer service credits.

Failed payments

A failed payment isn’t a cancellation. Stripe retries it for 7 days, and your org keeps Pro meanwhile. After that your org runs on Self-serve entitlements until you pay, and an org that has already used more than 5 sim-hours that billing period is refused at once. Paying the open invoice in the Customer Portal restores Pro features at the next simulator start. The Terms of Service give the details.

Contact

Questions: founders@rystic.ai.