Cevanos

Refund and Cancellation Policy

Cancel whenever you like, from your own billing settings, without emailing anyone for permission. This sets out what happens to the period you have already paid for, and when money comes back.

1.Try it before you pay anything

The cheapest refund is the one nobody needs.

  • Free plan. No card, no expiry. Enough to see the agent answer from your own knowledge sources.
  • Free trial on paid plans, where offered. The length is shown at sign-up. Cancel before it ends and you are not charged at all.
  • Simulation is free on every plan. Replay a policy against your own history before you let it act. Dry runs and refusals are never metered.

If you are unsure whether a plan will fit, ask us before you buy rather than after. We would rather size it correctly on day one than process a refund in week three.

2.How to cancel

  1. Open Settings → Billing in your workspace.
  2. Click Manage billing. This opens our payment processor’s secure portal, where your card, billing details and subscription live.
  3. Choose to cancel. You will see the exact date the plan ends before you confirm.
  4. You will get a confirmation by email; your billing screen catches up within a moment or two.

The same portal is where you change plan, update a card, correct billing details and download invoices. Card details never enter the Cevanos product on any path — a deliberate constraint, not a gap.

Only a member with billing permission can cancel. If nobody in your workspace has it any more, write to billing@cevanos.ai from a company email address and we will help you regain control of the subscription.

3.What happens when you cancel

  • No further charges. The subscription will not renew.
  • The paid period is yours. The plan stays fully live until the end of the period already paid for, including agent authority, integrations and support. We do not cut service off on the day you click cancel.
  • Then it reverts, it does not vanish. At the period end the workspace drops to the free plan. Agents keep answering within free-plan limits; paid capabilities switch off.
  • Your data stays. Sources, conversations, policies and decision records are not deleted by cancellation.
  • Deletion is a separate request. Ask, and data is exportable for 30 days and deleted or irreversibly anonymised within 90 days, except for records we must keep by law.

Cancelling is reversible right up to the period end — resubscribe before it and nothing is interrupted.

4.When we refund

Subscription fees are charged in advance and are, as a general rule, non-refundable for a period already started — cancelling stops the next renewal rather than clawing back the current one. There are five exceptions, and we apply them without argument.

4.1First payment, within 14 days

If the first payment you make for a plan was not what you expected, tell us within 14 days of that charge and we refund it in full. You do not have to justify it. Once per workspace, on a first payment rather than a renewal.

4.2Billing mistakes

Charged twice, charged after cancelling, charged the wrong amount, or charged for seats you removed — we refund the difference in full, with no time limit.

4.3A sustained failure on our side

If the service was materially unavailable or unusable for a sustained period because of us, we credit or refund the affected part of the period. Where your order form carries a written service level, that document governs and its remedy applies.

4.4You terminate because we breached the agreement

If we materially breach the Terms of Service and do not fix it within the cure period, and you terminate for that reason, we refund the unused, prepaid part of your current period — including an annual period. The same applies if we make a change that leaves your plan substantially less useful, or if you object to a new sub-processor and we cannot resolve it.

4.5Where the law says so

Nothing here removes a right you have by law. Where consumer protection or distance-selling rules apply to you, including a statutory cooling-off period, those rights apply in addition to everything above and win where they conflict. Cevanos is sold as a business product, so consumer rules will not apply to most customers; if you think they apply to you, say so when you write and we will treat the request on that basis.

Outside those five we usually will not refund an unused part of a period — but ask. Unusual situations exist, and nobody at Cevanos is scored on refusing them.

5.What is not refundable

  • Unused allowance. Reply credits and decisions you did not spend are not refunded or carried into the next period. Allowances reset each period.
  • Top-up credits. One-off purchases, spent before your plan allowance, and they do not roll over when the period resets. Once bought they are not refundable and not converted to cash on cancellation. Buy them for the period you need them in.
  • Metered usage already delivered. Voice minutes, advanced model usage and other metered items are charged for what was used, and use cannot be returned. Cap them in your workspace if you want a hard ceiling.
  • Periods already elapsed. A month that has been served has been served.
  • Third-party charges. Carrier, channel, payment-processor or integration fees billed to you by someone else are theirs to refund, not ours.
  • Accounts terminated for breach. Where we terminate for a serious breach of the Terms of Service, fees paid are not refunded.

Deciding not to act is never charged on any plan. Refusals, drafts and dry runs are free, so they cannot appear on an invoice and there is nothing to refund for them.

6.Annual plans, plan changes and failed payments

  • Annual plans. Discounted because they are committed for the year, so not refundable part-way through beyond the 14-day first-payment window and the exceptions in section 4. Cancelling stops the renewal and leaves the remaining months live.
  • Moving up or down. Prorated. Upgrading charges the difference for the rest of the period and takes effect immediately; downgrading applies the credit against what comes next. Either way the proration is shown before anything is charged.
  • Failed payments. Retried and notified, with the plan still running. If it stays unpaid we may suspend paid features until it clears. Nothing is deleted because of a failed payment.
  • Enterprise agreements. Where you have a signed order form, its cancellation, notice and refund terms govern and override this page for the workspace it covers.

7.Requesting a refund

Write to billing@cevanos.ai from an email address on the workspace, with your workspace name, the invoice number or the date and amount of the charge, and what you would like us to do.

  1. We acknowledge within 2 business days. A person, not an auto-reply that goes nowhere.
  2. We decide within 5 business days. If we need something from you to decide, we ask once and clearly.
  3. Approved refunds are issued within 10 business days, to the original payment method. How quickly it appears after that is your bank’s to answer, and typically takes a further 5 to 10 days.

If you disagree with the outcome, reply and ask for it to be reviewed, or write to legal@cevanos.ai. Please come to us before raising a chargeback — a chargeback freezes the account while the processor investigates, which helps nobody and is slower than us simply refunding you.

We may update this policy. The version that applies to a charge is the one published when that charge was made, so a change never applies backwards to money you have already paid. Material changes are notified at least 30 days in advance. This policy forms part of the Terms of Service; see also the Privacy Policy.