Iteradian Refund and Cancellation Policy
This policy is part of the Iteradian Terms of Service (Sections 4.4 and 13.2) and explains when you can cancel, what happens when you do, and when we refund. It applies to Plans bought from CommRaDian, which operates Iteradian, directly or through Paddle, our reseller and merchant of record (Terms Section 4.1). For purchases through Paddle, we decide refunds under this policy and Paddle returns the money; Paddle's Buyer Terms may give you additional rights, which this policy does not limit. If this policy and the Terms disagree, the Terms win; an order form signed by both parties wins over both for that order.
1. Cancelling a subscription
- Any time, no notice period. The organization owner can cancel a paid Plan at any time in the dashboard (Organization → Billing → Cancel subscription).
- What cancelling does. Cancelling stops automatic renewal. Nothing else changes until the end of the period you have paid for: your Plan's access and limits stay in place until that date, which the dashboard shows before you confirm.
- At the end of the period your organization moves to the free Plan automatically. Your API keys, endpoints, settings and data are kept; the free Plan's limits apply from then on (requests above them are refused).
- Changing your mind. Until the period ends you can choose Keep subscription. The same subscription simply continues and renews as before: nothing is charged twice and no new subscription is created.
- Usage charges still apply. Cancelling does not cancel Fees already incurred. Overage for the current allowance period (requests above your Plan's allowance, up to its overage cap) is billed after that period ends — the billing period on monthly billing, the current month on annual billing. The cancellation dialog shows the overage incurred so far.
- Cancelling is not a refund. Unused time and unused requests in the current period are not refunded; on annual billing that includes the remaining months of the billing year. Refunds are only those in Sections 2–4.
2. Introductory refund (first purchase)
We refund your first paid subscription purchase in full when all of these are true:
| Condition | How it is measured |
|---|---|
| It is your first paid subscription purchase | The first payment for a self-service paid Plan (for example Builder or Pro), billed monthly or annually, made by this customer. Upgrades paid during that first period are included; renewals are not. |
| You ask within 14 days of paying | From the time the payment was confirmed by the payment provider (Stripe's or Paddle's payment timestamp) to the time of your request: up to and including exactly 14 days (14 × 24 hours). One second later is too late. |
| You have used less than 10% of the period's included requests | Requests counted by our metering in the period you bought, from its start to the moment you submit the request, divided by the Plan's included monthly requests (on annual billing too: the first month's allowance, not the year's). Exactly 10% or more is not eligible. |
| You have not had an introductory refund before | Once per customer: per organization, per account (user), per email address and per payment card. |
Not covered by the introductory refund: renewals, overage and other usage charges, add-ons and one-off items, Dedicated Plans and other contracts arranged with our sales team (their order form applies), and Plans without a metered request allowance (we review those as an "Other" request instead).
What happens when it is approved. The refund ends the subscription you paid for at once — not at the end of the period — and your organization moves to the free Plan. Your data, API keys and endpoints are kept, and the free Plan's limits apply from then on. The dashboard shows this before you submit and asks you to confirm it.
How the money is returned. To the original payment method, through the provider that took the payment (Stripe or Paddle). A refund through Paddle includes the tax Paddle charged, and Paddle may review it before sending it. Card refunds usually appear within 5–10 business days. If the refund fails (for example, the card was closed), we tell you and arrange another way to return the money.
3. Billing errors and Service failures
- Duplicate charges. If you were charged twice for the same thing, report it from the dashboard (Billing → Report a duplicate charge or service failure) and choose the payment. We verify it against our payment records and refund the duplicate.
- Verified Service failures. If a failure of the Service on our side prevented you from using what you paid for, report it the same way with the dates and what failed. We review it against our monitoring and may refund or credit part or all of the affected payment. Service levels and service credits under a signed order form follow that order form.
- These requests are reviewed by our billing team, can be for part of a payment, and do not change your subscription unless we agree otherwise with you.
4. Refunds the law requires
Nothing in this policy limits a refund or cancellation right that the law applicable to you gives and that cannot be excluded by contract. If you believe such a right applies, submit a request with "Refund required by law" and tell us which right and why; we will honour it where it applies.
5. No other refunds
Apart from Sections 2–4 and Section 13.4 of the Terms (our termination for convenience), Fees are non-refundable. In particular we do not give prorated refunds for unused time or unused requests (including the remaining months of an annual billing year), for downgrades, or after suspension or termination for breach. A downgrade between paid Plans is credited to your account for future invoices (Terms Section 4.3); credits are not paid out.
6. How to request a refund and what happens next
- The organization owner submits the request from Organization → Billing → Request refund. The dashboard shows, before you submit, whether the introductory refund applies and, if not, exactly why (for example "Requested 16 days after purchase (limit 14)" or "Used 12.4% of the period's quota (limit under 10%)"). You add a short explanation.
- We record the facts at the time of your request — the payment and its timestamp, the usage of the period and the allowance — and decide on them.
- You can follow the request in the dashboard and by email. Statuses: Pending (waiting for review), Approved (refund sent, waiting for the payment processor to confirm), Refunded (confirmed by the processor, or paid out by us with a reference), Rejected (with the reason), and, where they occur, Failed (the processor did not complete it; we retry or arrange another way) and Manual payout (the payment was not taken through Stripe, so we return it by hand). You can withdraw a request while it is pending.
- We usually decide within 2 business days.
7. Chargebacks
Please contact us before disputing a charge with your bank (Terms Section 4.8): a request here is faster, and a refund issued while a dispute is open can pay you twice, which we then have to recover.
8. Contact
Billing questions: [email protected] · Legal: [email protected] · Dedicated Plans and contracts: [email protected]
Effective date: 22 October 2026