Refunds Policy
1. Overview
This Refunds Policy applies to paid subscriptions to pail (the "Service") — currently Pro monthly and Pro annual plans. The free tier has no charges and therefore nothing to refund. By subscribing to a paid plan you agree to the terms set out below in addition to our Terms of Service.
2. Self-serve cancellation
You may cancel a paid subscription at any time from the Stripe Customer Portal linked from your account settings. Cancellation takes effect at the end of the current billing period — your access to paid features continues until that date, and the subscription does not renew. We do not pro-rate refunds for partial months on monthly plans; you keep access through the period you have already paid for.
3. Annual plans
Annual subscribers may request a pro-rated refund within 30 days of the initial purchase or any renewal. The refund covers the unused portion of the year, calculated from the date we receive your request. After the 30-day window, annual plans are non-refundable, but you may still cancel auto-renewal at any time so the subscription stops at the end of the current annual term.
4. Workshop licenses
Workshop attendees who receive a complimentary first year of Pro pay nothing for that year, and the workshop-attendee free year is therefore non-refundable. If a workshop attendee later converts to a paid annual subscription after year one ends, the standard annual rules in clause 3 apply to that purchase.
5. Service interruption credits
If the Service is unavailable for more than 72 hours cumulatively within a single billing cycle as a result of issues on our side, affected paid users may request a pro-rated credit for the downtime. Scheduled maintenance announced in advance, third-party outages outside our control, and unavailability caused by your own configuration or account suspension do not count toward the 72-hour threshold.
6. How to request a refund
Email billing@thalos.ai from the email address on the account, with the subject line "Refund request" and a brief description of the reason. We aim to respond within 5 business days. Approved refunds are issued to the original payment method via Stripe and typically appear within 5–10 business days depending on your card issuer.
7. Chargebacks and disputes
If you have a billing concern, please contact us before initiating a chargeback with your card issuer. Chargebacks raised without first contacting billing@thalos.ai may result in immediate account suspension while the dispute is resolved, and may forfeit any refund eligibility you would otherwise have had under this policy.
8. Changes to this policy
We may update this Refunds Policy from time to time. Material changes will be announced via the blog at /blog. Changes apply to subscription periods that begin after the effective date of the change.
9. Contact
Billing and refund questions: billing@thalos.ai