1. Digital service
Services are delivered online (SaaS). No physical goods.
Paid service starts when the subscription is active - see /legal/delivery.
Free trials and the free tier are not paid purchases and are not refundable.
2. Refund eligibility (paid plans)
Refunds are available within 15 calendar days of payment if less than 20% of the paid usage allowance has been consumed (tokens, flow runs, API calls, etc. per your plan).
Both conditions required: (a) within 15 calendar days of successful payment; (b) less than 20% of your plan usage consumed (LLM tokens, flow runs, API calls, Studio generations - per Usage metrics).
At or above 20% usage, or after 15 days - no standard refund except duplicate charges, wrong currency due to our error, or failure to provision the paid plan within 1 business day after contact.
No pro-rata refunds for unused time by default - only full refunds within the policy above.
3. How to request
Email contact@legal.commands.io from your Commands.io account email with payment date, currency (USD), amount, and PayPal transaction ID.
We verify usage in our metering system before deciding.
Approved refunds are sent back via the original payment method when technically possible.
4. Exclusions
Terms violations, trial abuse, repeat signups to bypass limits.
Purchased usage packs fully consumed.
Bank/payment processor fees retained by third parties.
Taxes paid separately from service price.
5. Timing
Review within 10 business days of complete information.
Bank posting up to 30 calendar days depending on bank, currency, and PayPal.
Denials include brief reasoning (e.g. usage threshold exceeded).
6. Consumer withdrawal
For Ukrainian consumers: due to digital delivery and immediate access after payment, withdrawal rights may be limited once service begins with your consent (offer acceptance and payment). Refunds follow this document.