Refund Policy

Overview

At CAT-I.ai, we strive to provide exceptional AI-powered services. This refund policy outlines the circumstances under which refunds may be requested and processed for our software-as-a-service (SaaS) platform.

Subscription Refunds

  • 10-Day Money-Back Guarantee: New customers may request a full refund within 10 days of their initial annual subscription purchase.
  • Pro-Rated Refunds: After the 10-day period, refunds may be considered on a case-by-case basis with pro-rated amounts based on unused service time.
  • Cancellation: Annual subscriptions can be cancelled at any time, with access continuing until the end of the current billing period.

Usage-Based Charges

API Credits and Tokens

  • No Refunds: API credits, tokens, or other consumption-based charges are generally non-refundable once consumed.
  • Technical Issues: Refunds for unused credits may be provided if service interruptions or technical issues prevented normal usage.
  • Billing Errors: Refunds will be processed for any billing errors or unauthorized charges.

Data Storage

  • Storage Overages: Additional storage charges beyond plan limits are non-refundable once storage space has been utilized.
  • Data Processing: Charges for data processing, model training, or inference operations are non-refundable after completion.
  • Unused Storage: Refunds for unused storage capacity may be considered only in cases of significant service outages or technical failures.
  • Storage Downgrades: When downgrading storage plans, no refunds will be provided for the difference in unused storage capacity for the current billing period.
  • Data Transfer: Bandwidth and data transfer charges are non-refundable once data has been transmitted.

Refund Eligibility

Eligible Circumstances

  • Service fails to perform as described in our documentation
  • Technical issues prevent normal platform usage for extended periods
  • Billing errors or unauthorized charges
  • Violation of our service level agreements (SLA)
  • Account termination due to our policy violations (at our discretion)

Ineligible Circumstances

  • Change of mind after the guarantee period
  • Failure to use the service due to user error or lack of technical knowledge
  • Requests made after significant service consumption
  • Violation of our Terms of Service by the customer
  • Services that functioned as intended but didn't meet user expectations

Refund Process

How to Request a Refund

  • Contact our support team at support@cat-i.ai or through your account dashboard
  • Provide your account details and subscription information
  • Clearly state the reason for your refund request
  • Include any relevant documentation or error messages

Processing Time

  • Refund requests are typically reviewed within 2-3 business days
  • Approved refunds are processed within 5-7 business days
  • Refunds are issued to the original payment method used for purchase

Required Information

  • Account email address
  • Subscription or transaction ID
  • Detailed explanation of the refund reason
  • Any supporting documentation

Service Interruptions

Planned Maintenance

  • Scheduled maintenance periods do not qualify for refunds
  • We provide advance notice of planned maintenance through our status page and email notifications

Unplanned Outages

  • Service credits may be provided for extended unplanned outages exceeding our SLA commitments
  • Refunds for significant service disruptions will be evaluated case-by-case

Data and Account Access

Upon Refund

  • Account access will be terminated immediately upon refund processing
  • Data export must be completed before requesting a refund
  • We are not responsible for data loss after account termination

Grace Period

  • Customers have 30 days after cancellation to export their data
  • After 30 days, account data may be permanently deleted

Special Circumstances

Enterprise Customers

  • Enterprise customers with custom contracts should refer to their specific agreement terms
  • Custom refund terms may apply based on negotiated contracts

Educational and Non-Profit Organizations

  • Special refund considerations may apply for verified educational institutions and non-profit organizations
  • Contact our support team for specific guidance

Modifications to This Policy

We reserve the right to modify this refund policy at any time. Changes will be communicated through:

  • Email notification to active subscribers
  • Updates to our website and user dashboard
  • In-app notifications where applicable

Continued use of our services after policy changes constitutes acceptance of the updated terms.

Contact Information

For refund requests or questions about this policy, please email: support@cat-i.ai

Dispute Resolution

  • Request escalation to our customer success team
  • Initiate a chargeback through your payment provider (though we encourage resolving disputes directly first)
  • Seek resolution through applicable consumer protection agencies

This policy is governed by the laws of Washington State and is subject to our Terms of Service and Privacy Policy.

Effective Date: December 2025