This policy says when a charge for VARA Cloud is refunded, how much is refunded, and how to claim it. It applies to the paid plans and is read alongside the Terms of Service.
1. Nothing is charged today
VARA Cloud is in early access and nothing is charged today. The plans - Free, Founder, Pro and Owner - are all currently provided without charge, so during early access there is no money to refund, and no charge for a free or trial period is refundable.
This policy applies from the day the first paid plan is charged. It never applies retroactively to a period that was free. Prices will be announced before charging starts, with advance notice.
Early access also means the service can still change, be slow, or be temporarily unavailable. That does not create a refund claim, because a refund can only return money that was actually taken.
2. The 14-day claim window
- A refund claim must be made within 14 days of the charge it concerns.
- Claims are made through the in-platform support channel, from the email address on the account.
- If a claim concerns more than one charge, say so in the message, so the right records are found.
- Claims outside the window are not considered, except where the law of the person's country says otherwise.
3. The only grounds for a refund
A refund is given only on one of these grounds. A request that is about something else - a change of mind, a feature that was never used, a plan that has simply been outgrown - is dealt with by section 4 instead.
a. The service was materially unavailable, measured against the SLA. Either the availability of the paid service in the month of the charge was below 99.0%, or a single continuous outage longer than 4 hours affected the account's workspace. Availability is measured across the calendar month in which the charge was taken, and one outage of more than 4 hours is enough on its own.
b. A duplicate or erroneous charge. The customer was charged twice, or charged for something they did not buy.
c. Our own material breach of the terms. We materially breached the terms, the customer told us about it, and could not use the service because of it.
d. The service, or a paid feature, was withdrawn. The service, or a paid feature the customer bought, was withdrawn or made permanently unavailable.
4. What is not refunded
None of the following is a ground for a refund, however understandable the reason:
- The customer's own loss of a password, a second factor, a recovery code, or a key they shared, and an account used by someone else.
- Work that the customer's own instructions caused the agent to do, and the tokens and the cost that work consumed.
- A change of plan.
- A period that has already been used.
- Anything claimed after the 14-day window.
- A charge for a free or trial period.
5. How much is refunded
A refund is the unused, unconsumed part of the paid period. It is calculated from the same per-day usage ledger that the customer can see in the account (active hours used, tokens, and cost), and it is never more than the amount paid.
The period is the one the customer paid for. Whatever the ledger shows as consumed is not returned, and because the customer can see the same ledger, there is nothing to argue about the figures.
No refund is made for usage that has been consumed.
There is one exception. If our breach caused work that the customer paid for and cannot use, the consumed part is refunded too. That exception applies only on ground (c) or ground (d), and only when we have made the decision in writing and recorded it in the audit log.
6. Goodwill credits are not refunds
We may offer service credits at our discretion. They are applied to future service, they are not a refund of money already paid, and they are not a precedent for any future claim. When a credit is offered, we say clearly that it is a credit and not a refund, so there is no confusion about the money.
7. How a claim is handled
- We answer a claim within 5 business days.
- If a refund is approved, it is sent to the original payment method within 7 to 14 business days of the approval. How long the money then takes to appear depends on the bank or card issuer.
- We answer in the channel the claim arrived in, so the claim and the answer stay together.
- A customer may ask for the review to be escalated to the person who runs VARA Cloud.
8. Chargebacks
A customer who is not satisfied should use the in-platform support channel first, because that is the fastest route to a decision.
- A chargeback that covers a case that would have been refunded is honoured, and we do not contest it.
- A chargeback for a case that would not have been refunded may lead to the chargeback fee being deducted from the customer's future service, and the account may be suspended for abuse.
9. Subscriptions and cancellation
Cancelling stops the renewal. The service continues until the end of the period that has already been paid for. The account's data stays available for 30 days after that, and is then deleted. A mid-period refund happens only on the grounds listed in section 3, and it still has to be claimed within the window in section 2.
10. Changing plan
- Moving to a cheaper plan takes effect from the next period.
- Moving to a more expensive plan takes effect immediately, and the difference is charged pro-rata.
- The unused part of the old plan is credited to the account, not refunded. The credit stays on the account; it does not come back as cash.
11. What this policy is trying to do
The platform is designed so that a customer who is let down by a real failure is made whole for the unused time, while a customer who used the service and then changed their mind is not refunded. The two halves are deliberate: a failure that costs a customer money is not the same thing as a customer who tried the service and decided it was not for them.
The mandatory rights that the law of the customer's own country gives them always apply, whatever this policy says.
12. Governing law
This policy is governed by the same law, and the same courts, as the Terms of Service. The consumer protections that apply in the customer's own country still apply, alongside this policy.
Version history
| Version | Effective date | Change |
|---|---|---|
| 2026-10-19 | 2026-10-19 | First version. |