This Refund Policy is part of and subject to the Office Claws Terms of Service. By subscribing to the Service, you acknowledge that you have read, understood, and agree to the terms outlined below. All payments are processed by Paddle, our Merchant of Record.
1. Right of Withdrawal
By subscribing to the Service, you give us express consent for the commencement of the delivery of the Service before the end of the 14-day period of the right of withdrawal from contract. In doing so, you acknowledge that you lose the right of withdrawal by giving such consent, as the Service is made available to you immediately upon subscription.
2. Subscription Cancellation
2.1 How to Cancel
You may cancel your subscription at any time through your account settings or by contacting us at [email protected]. Cancellation requests are processed within 14 days from the date of the request.
2.2 Effect of Cancellation
When you cancel your subscription, you will not be able to continue using the Service beyond the current billing period. After cancellation:
- Your agents will be stopped and the desktop application will remain without an active subscription.
- We will attempt to preserve your account data for 30 days after subscription termination, but do not warrant its preservation beyond that period.
- Managed plan users: VPS instances will be terminated and all data on those instances will be permanently deleted after the 30-day preservation period.
2.3 Cancellation Refunds
Refunds for the remaining time of the Service are available only on request and are calculated proportionally to the used time. The refund amount depends on the subscription plan (price) and the date on which the subscription is terminated. Each circumstance may differ — contact us at [email protected] to discuss your specific situation.
2.4 Refund Currency
Cancellation refunds are made from the amount paid and we will use the original payment currency. Exchange rate fluctuations between the date of payment and the date of refund are not compensated.
3. Service Outage Compensation
3.1 Eligible Outages
We only issue refunds or compensation for service outages that lasted over 24 hours and were caused by issues on our side. These include, but are not limited to, unexpected backend under-performance or non-performance, power outages, and fluctuations in our networks. The compensation is proportional and the amount depends on the subscription plan (price) and the duration of the particular service outage.
3.2 Excluded Outages
We are not liable for outages caused by third-party infrastructure providers (DigitalOcean, Contabo, Tailscale), your internet service provider, AI provider API downtime (OpenAI, Anthropic, etc.), or any other circumstances beyond our reasonable control.
3.3 Claim Procedure
To claim compensation for a service outage, you must submit a request to [email protected] within 14 days of the outage occurrence. The request must include a description of the outage, the dates and times affected, and your account email address.
4. Discretionary Refunds
Refunds for reasons other than those described in Sections 2 and 3 are issued at our sole discretion and may be accepted or rejected. We evaluate each request on a case-by-case basis considering the circumstances and the nature of the claim.
5. Free Trials
If you subscribed through a free trial, you will not be charged until the trial period expires. If you cancel before the trial ends, no payment is collected and no refund is necessary. Once the trial converts to a paid subscription, the terms of this Refund Policy apply from the date of the first charge.
6. Refund Exclusions
We do not issue refunds in the following circumstances:
- Terms of Service violations— Users who breach the Terms of Service, including the Acceptable Use provisions, shall forfeit any right to a refund for subscription fees paid, regardless of the time remaining on the subscription.
- Third-party costs— Charges incurred with DigitalOcean, Contabo, AI providers (OpenAI, Anthropic), or any other third-party service are billed directly by those providers and are entirely outside the scope of this policy.
- Price changes— If you were notified of a price change in advance and continued to use the Service after the change took effect.
- Account suspension— If your account was suspended or terminated due to a violation of our Terms of Service.
7. Chargebacks and Disputes
If you have a billing concern, we strongly encourage you to contact us at [email protected] before initiating a chargeback or payment dispute with your bank or card issuer. We are committed to resolving billing issues promptly and fairly.
Filing unjustified chargebacks or opening payment disputes without first contacting us may result in immediate suspension of your account and forfeiture of any remaining subscription time.
8. Refund Processing
All approved refunds are processed by Paddle to the original payment method used at the time of purchase. Refunds typically appear on your statement within 5–10 business days, depending on your payment provider. We are unable to issue refunds to a different payment method or as account credit unless required by applicable law.
9. Changes to This Policy
We may update this Refund Policy from time to time. When we make material changes, we will update the "Last Updated" date at the top of this page. Changes will not retroactively affect refund requests that have already been submitted.
10. Contact Us
If you have questions about this Refund Policy, contact us at:
- Email: [email protected]
- Website: officeclaws.com