Refund Policy – Optane AI

This Refund Policy describes when Optane AI (“Optane AI”, “we”, “us”, “our”) will provide refunds for our subscription and usage-based services. This refund policy applies to all customers globally.

This Policy forms part of our Terms of Service.

1. General Rule – 14-Day Refund Window

Optane AI offers a 14-day refund window on all subscription purchases. If you are not satisfied with your purchase, you may request a full refund within 14 days of the original transaction date.

Our Service is provided to businesses and involves significant setup, infrastructure, and running costs. For that reason, after the 14-day refund period has passed, all fees are generally non-refundable, including:

• subscription fees (monthly or annual);
• usage-based fees (e.g., minutes, messages, or other metered usage);
• any one-time onboarding or setup fees, if applicable.

Once a charge has been processed and the 14-day window has elapsed, you should assume that it is final and non-refundable, except as explicitly stated below or where required by applicable law.

2. Free Trials & Testing

Where available, we may offer trial periods, test accounts, or low-cost initial plans to allow you to evaluate the Service before committing to higher tiers. You are responsible for cancelling before the end of any trial if you decide not to continue.

3. Subscription Cancellations

3.1 Future periods only. If you cancel your subscription:

• your cancellation will apply from the next billing period;
• you will not receive a refund for the current billing period already charged (monthly or annual) if the 14-day window has passed;
• you may continue to use the Service until the end of the current paid period, unless we suspend or terminate your access for breach or non-payment.

3.2 Annual plans. For annual plans paid in advance, there are no partial refunds for unused months if you cancel early after the initial 14-day period, unless required by applicable law or explicitly agreed in writing.

4. Usage-Based Charges

Usage-based fees (for example, call minutes, chatbot messages, or similar metered usage) are based on actual usage recorded by our infrastructure and/or our providers (such as Vapi).

We do not generally provide refunds for usage already incurred. It is your responsibility to monitor your usage and adjust configurations (or pause agents) if needed.

If you believe there is a clear technical error (for example, obvious double-counting due to a system bug), contact us promptly with details. We may, at our sole discretion, review and adjust the invoice if we confirm an error.

5. Billing Errors

If you believe you have been incorrectly charged:

• contact us within a reasonable time (for example, within 14 days of the charge);
• provide details (invoice number, account email, and description of the issue).

If we determine that a billing error occurred (for example, duplicate charges), we will correct it, which may include issuing a partial or full refund, or a credit applied to future invoices.

6. Service Issues & Downtime

We aim to keep the Service reliable and available. However, outages or disruptions can occur, including issues caused by third-party providers (such as Vapi, Supabase, Paddle, telecom carriers, or hosting providers).

Temporary interruptions or performance issues do not automatically entitle you to a refund. In specific cases, we may choose to offer a credit or adjustment as a goodwill gesture, at our discretion.

7. Chargebacks

If you initiate a chargeback or payment dispute through your bank or payment provider:

• we may suspend or terminate your access to the Service;
• we may treat the chargeback as a violation of these Terms if it is not justified.

We encourage you to contact us first to resolve any billing issues before initiating a dispute.

8. How to Request a Review

Refunds are processed in accordance with Paddle’s refund policy and will be issued to the original payment method used at checkout. If you believe you should receive a refund or billing adjustment under this Policy:

• Email us at [support@optaneai.com].
• Include:
  • your account email;
  • invoice or transaction IDs;
  • clear explanation of the issue.

We will review your request and respond within a reasonable timeframe. Any decision to issue a refund or credit beyond what is legally required is at our sole discretion.

9. Nature of Service

Optane AI provides automated software services only. No human-driven services are involved in the delivery of our product.

10. Changes to This Refund Policy

We may update this Refund Policy from time to time. When we do, we will update the “Last updated” date. If changes are material, we will use reasonable efforts to notify you.

Your continued use of the Service after changes take effect constitutes acceptance of the updated Policy.