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Refund & Cancellation Policy

This Refund & Cancellation Policy applies to subscriptions and payments for Renan’s cloud software service (the“Services”). It is written for international customers and uses Stripe for payment processing. For enterprise customers with a signed Order Form or Master Services Agreement, the order document controls.

By using or accessing our Services, you explicitly acknowledge that you have read, understood, and accepted the practices and policies described in this Refund and Cancellation Policy.

1. Definitions

Account: Your registered account used to access the Service.

Billing Period: The recurring period for your plan (e.g., monthly or annually).

Effective Cancellation Date: The date on which your subscription ends immediately, end of period, or a custom date we confirm in writing.

Fees: Amounts you pay for access, add-ons, usage, taxes, and other charges.

Order: Your plan selection, Order Form, or in-app purchase confirming the subscription details.

2. Eligibility for refunds

Refunds are available in the following situations:

  • Charges made by error (duplicate charges or incorrect amounts).
  • Technical failure that prevents you from accessing core functionality, and we are unable to remediate within a reasonable time after you report it.
  • Statutory rights in your jurisdiction (e.g., cooling‑off/withdrawal rights where applicable).

Refunds are generally NOT available for:

  • Change of mind after the trial has ended.
  • Partial months or unused portions of a Billing Period (unless we offer discretionary credit).
  • One‑time setup, onboarding, consulting, or usage-based charges already incurred.

3. How we calculate refunds (prorated vs. non‑refundable)

By default, plan fees are non‑refundable once a Billing Period starts. Where we approve a refund or credit, we may prorate based on the unused days in the current Billing Period. If you cancel effective immediately, access ends at once; if you cancel at period end, access continues, and no prorated refund applies.

4. Free trial rules

  • If your plan includes a free trial, you can cancel any time during the trial from your billing page and you will not be charged.
  • To prevent service interruption, we may ask you to add a payment method during the trial. We will email you before the trial ends.
  • If you start using paid add‑ons during trial, normal billing applies to those add‑ons immediately.

5. Termination & cancellation

  • Self‑serve: You can cancel your subscription in-app at any time. Your subscription will remain active until the end of the current Billing Period.
  • Admin‑only: Only an Account Owner or Billing Admin can cancel. We cannot accept cancellation via social media.
  • Enterprise contracts: If your Order Form states the subscription is non‑cancellable for the committed term, those terms govern.

6. Refund method & timeline (via Stripe)

  • Approved refunds are issued to the original payment method using Stripe.
  • After we initiate a refund, most banks post the credit within 5–10 business days. Some banks may take longer.
  • Refunds come from our Stripe processor; your card statement descriptor may include our product and company name.

7. Exceptional/discretionary refunds & credits

  • If you experienced an outage or critical defect, we may offer prorated credit or an extension of service.
  • If a renewal charge processed and you notify us within 7 days without having used the Service after renewal, we may refund as a courtesy.
  • We may deny requests we reasonably believe are abusive or fraudulent.

8. Auto‑renewal & renewal reminders

  • Subscriptions auto‑renew at the end of each Billing Period unless you cancel beforehand.
  • Reminder emails: at least 3 days before monthly renewals and 30 days before annual renewals.
  • You can disable auto‑renewal by canceling from the billing page; your service continues until the end of the current period.

9. Non‑refundable items

  • One‑time onboarding, setup, professional services, and dedicated support fees.
  • Usage‑based overage charges have already been incurred.
  • Taxes, where applicable, and third‑party marketplace fees we cannot recover.

10. Dispute resolution (aimed at reducing chargebacks)

  • Please contact billing@renan.one within 7 days of any unexpected charge. We respond within 2 business days and aim to resolve before a bank dispute is filed.
  • If we cannot resolve informally, disputes will be handled under the governing law and forum stated in our Terms of Service (e.g., arbitration or courts at your registered address).
  • Nothing in this policy limits any non‑waivable consumer rights under applicable law.

11. Local law notes (India, EU/UK & global)

  • India (RBI e‑mandate): For recurring card payments on India‑issued cards, we follow RBI e‑mandate rules, including pre‑debit notifications and additional factor authentication when required. This may delay auto‑charges by ~24–26 hours.
  • EU/UK: If you are a consumer and the Service has not yet begun, you may have a 14‑day right to withdraw from a distance contract. If you ask us to start the Service immediately and acknowledge that right is lost, withdrawal may not apply.
  • Taxes: We collect applicable taxes (e.g., GST/VAT) as required by law.

12. How to request a refund

  • Email support@renan.one from your registered email address.
  • We will confirm receipt and a decision or request more info within 2 business days.