Reqursor Development Refund, Cancellation and Credits Policy

1. About this policy

This policy explains how you cancel Reqursor Development, and when Reqursor Technologies ("Reqursor", "we", "us") refunds fees. It is part of the Terms of Service. Reqursor Development is offered to businesses only. Reqursor Platform is billed under its own Terms of Service.

Because our customers are businesses, the statutory right of withdrawal that Dutch and EU law gives consumers does not apply. This policy gives you the refund rights listed below, and it does not limit any right that mandatory law gives you.

2. The trial

The self-serve way to try Reqursor Development is Start with credits: a one-off purchase of Reqursor Credits that comes with a starter license for 14 days, as the Terms of Service describe. The credits are purchased credits, so section 7 applies to them: the purchase is final, and the credits do not expire. When the starter license ends without the purchase of a plan, the software starts no new work, and the end of the license deletes nothing. An evaluation of a self-hosted installation with your own key is by arrangement with us, on the terms we agree with you.

3. How to cancel

You can cancel a subscription at any time:

• in the Stripe customer portal, which you reach from the license portal at license.reqursor.com
• or by email to [email protected], from the address of a contact on the license

Cancellation takes effect at the end of the billing period you have already paid for, and the license stays fully usable until then. We do not charge a cancellation fee. After the end date the software starts no new work. If you self-host, it deletes nothing: you can still read your history, export your data and take backups. If we host the instance for you, export the data that you want to keep before the end date: section 20 of the Terms of Service says that we delete a hosted instance after the agreement ends.

If you cancel, the subscription does not renew. You can also pause your own use at any time by archiving projects or deactivating users, but that does not reduce a fee that is already due.

4. What we refund

We refund the following, in full or pro rata as stated, when you ask for it as section 8 describes. Prepaid fees means subscription and onboarding fees. Credit top-ups are covered only by section 7.

• Billing errors and double charges. A charge that is wrong, duplicated or taken after a valid cancellation is refunded in full.
• A failure to deliver. If the software does not materially perform as the documentation describes and we cannot correct it or offer a workaround within a reasonable time, you can end the affected subscription and we refund the prepaid fees for the rest of the term, pro rata. This is the warranty in the Terms of Service.
• A removed feature. If we remove a material feature of your plan during your term and do not offer an equivalent, we refund the prepaid fees for the rest of the term, pro rata.
• A change to the terms that you reject. If we change the terms in a way that materially disadvantages you and you end the agreement before the change takes effect, we refund the prepaid fees for the period after the end date, pro rata.
• We end the agreement without a breach on your side. If we end your subscription for a reason other than your breach of the agreement or your insolvency, we refund the prepaid fees for the rest of the term, pro rata.
• An accidental renewal. If a subscription renewed and you did not mean it to, tell us within 14 days after the renewal charge, and the subscription then ends with this refund. We refund the renewal in full if our records show no run started on the installation since the renewal. If a run has started, we refund the full months of a yearly plan that remain after the month in which you told us, and we do not refund a monthly plan. For a license on an offline license file, we rely on your written confirmation that the installation has not been used since the renewal.

5. What we do not refund

Unless sections 4, 6 or 7 or the law say otherwise, we do not refund:

• the part of a billing period that has started, including after a cancellation
• fees for seats, projects or plans that you reduce or end before the next renewal. These changes take effect at the next renewal
• a period in which you did not use the software, for example because you did not set it up or you did not run tickets
• costs charged by your own model provider, your hosting provider or anyone else
• credit top-ups, which are final once bought, as section 7 explains
• fees for a license that we suspended or ended because you broke the Terms of Service or the Acceptable Use Policy
• the discount, price lock or other benefit of a special offer, once the offer has lapsed because you canceled

6. Plan changes, onboarding and special offers

• Upgrades and extras. An upgrade or an extra seat or project is charged pro rata for the rest of the period and takes effect at once. The charge is not refunded if you later reduce it, but the reduction applies from the next renewal.
• Downgrades. A downgrade takes effect at the next renewal. We do not refund the difference for the period you already paid.
• Onboarding fee. If your order includes a one-time onboarding fee, we refund it in full if you cancel before the onboarding session has taken place. After the session it is not refundable. Where your order says the fee is credited against your first annual invoice, we credit it as stated.
• Founding-customer and other special terms. A refund is calculated on the amount you actually paid. Discounts and price locks end when you cancel, as your order says.
• Referral credits. A free month or other referral credit has no cash value and is not refundable.

7. Reqursor Credits

Reqursor Credits are explained in the Terms of Service. This section says what a credit buys, when credits expire and when we refund them. It applies to licenses that run on credits. A self-hosted license with your own key includes no credits: its plan price is a platform-only fee, and your model provider bills you for AI usage.

What a credit buys

Credits pay for the AI work that Reqursor Development does with our AI models, such as implementing, reviewing and verifying a ticket. Each model request of a run is priced at the rate of the model that served it and converted to credits. When a run ends, the usage of all its requests is added up and rounded up to the next whole credit. Simple work and economical models use fewer credits, and difficult work and premium models use more.

The price of credits, the credits that come with each plan and the rates are shown on the pricing page and in the license portal. Credits buy nothing else: not seats, projects, features or the license itself. Where an estimate is available, the product shows it before you run a ticket. An estimate is a guide and never a charge. A run is charged only for the usage it actually has.

Kinds of credits and expiry

• Included credits come with your plan. We grant them each month, once the invoice for that period is paid. They expire at the end of the period they were granted for and do not roll over.
• Promotional credits expire on the date we state when we grant them.
• Purchased credits come from top-ups. They never expire, and they stay on your balance after you cancel.
• Order of use. The software uses included credits first, then promotional credits, those that expire soonest first, then purchased credits.

Refunds

• Included credits. We do not refund them, because they come with your plan and expire at the end of the period.
• Purchased credits (top-ups). A top-up is a purchase of credits, and the purchase is final. We do not refund purchased credits, whether you have used them or not, except for a billing error or a double charge (section 4) or where mandatory law requires it. Purchased credits can be used again after you cancel, when you have a license that can use credits.
• Credits used. Credits that the software has already used are not refunded, including credits used by a run that did not produce the result you wanted, and credits used by a ticket that failed or was escalated. A model may give a wrong or unusable result, and the checks of the software do not change that. If a run used credits because of an error on our side, for example a failure in our relay or a wrong usage record, tell us and we correct your balance or refund the difference.
• Refunds and your balance. If a refund or a reversed payment returns money for credits that you have since spent, your balance can go below zero. We set that against the credits you receive or buy next.
• No cash value. Credits are not money and cannot be exchanged for cash, except through a refund under this policy.

8. How to ask for a refund

Email [email protected] from the address of a contact on the license. Tell us:

• the name of your company and the license
• which charge or invoice the request is about
• the reason for the request

We usually answer within 2 business days. We tell you whether we approve the refund and, if we do not, why. If you disagree with our answer, you can ask us to review it, and we answer the review within 10 business days.

9. How we pay refunds

• We refund to the payment method you paid with, through Stripe. If that is not possible, we agree another way with you.
• We start the refund within 14 days after we approve it. After that it can take a few more days before your bank shows it.
• A refund includes the VAT that you paid on the refunded amount. We issue a credit note for it.
• We refund the full amount that is due. We do not deduct payment processing fees or bank costs.
• We refund in the currency of the original charge, which is euros unless your order says otherwise.

10. Disputes with your bank

Please contact us before you dispute a charge with your bank or card issuer. A dispute can take a long time, and we can often solve the problem faster. While a dispute is open, we may freeze the credits on the license until it is settled. If a dispute is decided in your favor, we may adjust your credit balance and your invoices by the amount that was returned to you.

11. Contact and changes

For questions about this policy, or to ask for a refund, contact us:

• Email: [email protected]
• Legal questions: [email protected]
• Contact form: reqursor.com/contact

We may update this policy, and we tell customers about material changes in advance, as the Terms of Service describe. A change does not apply to a charge that was made before the change took effect. The date and revision number at the top show when this policy last changed.

Reqursor Technologies, Rotterdam, The Netherlands. Chamber of Commerce (KvK) number: 42184274. Dutch law applies to this policy, and the District Court of Rotterdam (Rechtbank Rotterdam) has exclusive jurisdiction, as the Terms of Service state.