This Refund and Cancellation Policy explains how self serve subscription renewals, plan changes, cancellations, billing disputes, and refund requests are handled for Serpitis.
1. Scope
This policy applies to Serpitis self serve paid plans, free trial conversions, managed subscription renewals, and other recurring Service fees processed through a designated payment processor.
If you have a separate written order form, enterprise agreement, or custom commercial agreement with Serpitis, that agreement controls to the extent it conflicts with this policy.
2. Workspace Owner Billing Control
Billing is generally managed at the workspace level. The workspace owner or other designated billing owner is responsible for starting checkout, storing or updating payment methods through the processor, switching plans, canceling renewal, and responding to billing issues for that workspace.
Other workspace members may be able to view billing status or invoice history, but they are not necessarily authorized to change the subscription.
3. Trials, Renewals, and Cancellations
If an eligible trial is offered, the trial terms shown in the checkout flow control. If a payment method is collected for the trial, the subscription will renew into a paid plan unless you cancel before the first paid charge is due.
You may cancel auto renewal at any time. In the current Serpitis self serve flow, cancellation is generally scheduled for the next billing date, which means:
- your current paid access usually continues until the end of the active billing period;
- future renewals are stopped unless you later resume the subscription before the period ends;
- ending auto renewal does not automatically create a refund for unused time in the current period.
4. Upgrades
For active managed subscriptions, Serpitis currently requests in place plan upgrades through the payment processor using immediate proration logic.
In practice, that generally means the payment processor calculates a prorated charge for the higher priced plan based on the time remaining in the current billing period, together with any applicable taxes and any credit already recognized in the processor's billing logic.
The exact charge, tax, settlement amount, and next recurring amount shown in the preview, checkout experience, invoice, or customer portal at the time of the change will control.
If the processor cannot collect any immediate amount required for the upgrade, the requested upgrade may not take effect until payment succeeds.
5. Downgrades and Lower Priced Changes
In the current Serpitis self serve flow, downgrades and other lower priced plan changes may also be applied immediately through the processor.
When that happens, any unused value from the higher priced plan is typically handled by the payment processor as a subscription credit, carry forward amount, or invoice adjustment rather than as an automatic cash refund.
Because the lower plan may take effect as soon as the change is confirmed, feature access, usage limits, and other entitlements may be reduced immediately or shortly after the change is processed.
6. Billing Interval Changes and Lateral Switches
Changes between monthly and annual billing, or other plan changes that are not clearly an upgrade or downgrade, may still trigger immediate billing rebalancing through the processor.
Depending on the specific change, the payment processor may apply an immediate charge, create subscription credit, adjust the next invoice, or otherwise rebalance the subscription. The processor calculated amounts displayed at the time of the change will control.
7. General Refund Rule
Except where applicable law requires otherwise or Serpitis expressly approves otherwise in writing, fees are nonrefundable once charged.
- We do not automatically provide cash refunds for unused time in a billing period.
- We do not automatically refund charges simply because some features were not used.
- We do not automatically convert subscription credits created by a downgrade or plan change into cash refunds.
8. Cases Where We May Review a Refund
Although fees are generally nonrefundable, we may review refund requests on a case by case basis in limited situations such as:
- duplicate billing caused by our error;
- an incorrect charge amount directly caused by Serpitis;
- a paid renewal processed after a valid cancellation should already have taken effect;
- a material technical failure directly attributable to Serpitis that made the paid Service unavailable for a substantial period and that we did not resolve within a reasonable time.
To request a review, contact billing@serpitis.com from the billing contact or workspace owner account and include the workspace name, charge date, amount, and reason for the request. Submitting a request does not guarantee a refund, and we may request supporting information before making a decision.
9. How Approved Refunds Are Issued
If we approve a cash refund, we will usually instruct the applicable payment processor to issue the refund back to the original payment method used for the transaction.
Refund timing depends on the payment processor, the acquiring bank, the card network, and the payment method involved. We are not responsible for settlement delays after the refund instruction has been submitted to the processor.
If the original payment method cannot accept the refund, we may use another refund method only where required by law or expressly agreed in writing.
Taxes, foreign exchange charges, bank fees, or other third party charges may not be refundable unless required by law or expressly approved by us in writing.
10. Chargebacks and Payment Disputes
If you believe a charge is incorrect, please contact us before initiating a chargeback where reasonably possible. Doing so gives us a chance to review the issue and may help avoid unnecessary disruption.
If a chargeback or payment dispute is filed, we may suspend or limit the related account or workspace while the matter is being reviewed.
11. Effect of Cancellation or Downgrade on Service and Data
Canceling a paid plan or downgrading a subscription does not automatically delete your account or workspace unless you separately request deletion or the Service is otherwise terminated.
- your workspace may move to a lower plan, limited access state, or inactive state;
- higher tier features, limits, or entitlements may stop immediately or at the end of the billing period, depending on the billing event;
- we may retain certain billing, fraud prevention, legal, tax, accounting, and security records even after cancellation.
See the Privacy Policy for additional information about retention and deletion.
12. Changes to This Policy
We may update this Refund and Cancellation Policy from time to time to reflect legal, operational, processor, or product changes. The updated version applies from the "Last updated" date shown above unless applicable law requires otherwise.
13. Contact
Billing or refund questions may be sent to:
Serpitis