Refund Policy

1. Our refund policy

This Policy applies to HarpessOps subscriptions and model-usage purchases. It separates the platform subscription from prepaid credits and consumption already delivered. Read it together with our Terms of Service and the purchase details shown at checkout.

These are HarpessOps commercial refund terms. They do not limit a stronger right under applicable law or the terms governing a Paddle purchase.

2. Subscription fees

You may request a full refund of the monthly platform fee within 14 calendar days of the charge, whether it is your initial subscription payment or a monthly renewal. Identify the particular charge in your request so that the correct billing period can be reviewed.

This subscription-fee refund does not automatically refund separate credit purchases, completed model consumption or third-party infrastructure costs. Those items are handled under the sections below. If a subscription fee is refunded, access associated with the refunded period may end rather than continue for the rest of that period.

Outside the 14-day commercial window, canceling normally stops future renewals without creating a prorated refund for the remainder of the current period. We will still review billing mistakes, material delivery issues and any rights that apply by law.

3. Unused prepaid credits

Within 14 calendar days of a model-credit purchase, you may request a refund of the portion of that purchase that has not been consumed. If part of the purchase has already been used, the eligible amount is limited to its remaining unused value.

We reconcile the purchase and usage ledger to determine the amount attributable to that purchase. Usage is allocated to the oldest available paid credits first. A refunded amount is removed from the credit balance; credits associated with a refund cannot also be spent.

Example: a US$500 credit purchase with US$125 of eligible consumption has US$375 of unused purchase value. Subject to the timing and conditions above, the requested credit refund would be US$375 before any applicable tax adjustment.

Paid credits carry over between billing periods and do not expire while your account remains open. Subscription cancellation does not itself convert credits to a refund or erase the balance. An active eligible plan is still required to use the service.

4. Consumed usage and separate costs

Model tokens, authorized retries, external tools and other metered resources can incur costs when used, even if a workflow’s output is not accepted. Prepaid credits already consumed and correctly metered postpaid usage are normally non-refundable.

Tell us if you believe a charge was duplicated, calculated at the wrong rate, assigned to the wrong account or incurred after an applicable spending restriction should have stopped new work. We will review the usage and transaction records and correct a verified billing error through the appropriate refund or account adjustment.

Charges paid directly to your own model or infrastructure provider are governed by that provider’s terms. Separately agreed implementation or custom-work fees are governed by their order and any mandatory rights. A material failure to deliver the purchased service can still qualify for a remedy under applicable law.

5. How to request a refund

For a purchase sold through Paddle, open the support link in your purchase receipt or visit Paddle Buyer Support and select the refund option. Include the purchase email, transaction or order reference, the charge you are asking about and a short description of your request. Do not send full payment-card details.

For a workspace or usage question, you can also use the support contact in your HarpessOps service order. A general policy question can be sent through our policy contact form. If you do not have the receipt or cannot identify a Paddle charge, Paddle Buyer Support can help locate the purchase.

HarpessOps provides the relevant service and usage information. Paddle processes refunds for purchases it sold, subject to its Refund Policy, buyer terms and applicable law. A request is not itself confirmation that money has been returned.

6. Processing and payment method

Approved refunds are returned through the original payment route where possible. For Paddle purchases, processing follows Paddle’s applicable timeframes; bank or card-provider posting times can vary. We cannot promise an instant appearance on your statement.

The refund confirmation identifies the amount and relevant purchase. Taxes are adjusted through the original seller as applicable. A credit refund updates the associated balance, and a payment dispute may temporarily pause access while the transaction is reviewed.

7. Canceling future renewals

You can cancel through the HarpessOps billing portal, the subscription-management link in your Paddle receipt, or Paddle Buyer Support. Cancellation normally takes effect at the end of the paid period and prevents later subscription renewals.

Cancellation and a refund are separate actions. If you want both, make that clear in your request. Usage already incurred and properly owed remains payable; no new credit purchase or switch to postpaid is authorized merely by submitting a request.

8. Legal rights and policy changes

Nothing in this Policy excludes mandatory withdrawal rights, remedies for defective or undelivered services, or a lawful right to dispute an unauthorized charge. Where a mandatory rule or an applicable purchase term provides greater protection, that protection takes precedence.

The version of this Policy in effect when a charge is made applies to that charge. Future policy changes do not remove a refund right already granted for an earlier purchase. We may request enough information to verify a purchase and address abusive or fraudulent requests without restricting legitimate rights.