What this covers
This page is the detailed version of the commercial terms in the Terms of Service, which remain the agreement; where the two are read together, this page says how and the Terms say what. It covers money paid to the platform operator for a Grounded plan or a one-off credit top-up.
It does not cover a bot owner's own charges. A Ground can be embedded in somebody else's product, and if you paid them, their refund policy applies, not this one. It also does not cover charges from an LLM provider on a key you connected yourself — those are billed by that provider directly to you (Terms §6).
Card details never reach this platform. Payment is a redirect to the payment provider's own hosted checkout, and cancelling, changing plan and updating a card all happen in the provider's own portal. Nobody here can see a card number, and nobody here needs one to give money back.
The Free plan
Free is the full product with a smaller monthly allowance, not a trial with a clock on it. There is no card, no expiry and nothing to cancel — an account simply stops being charged the moment a paid plan ends and carries on with the Free allowance. Nothing you built is deleted by dropping to Free.
What a paid plan is
A paid plan is a monthly subscription. You are charged the price shown on the pricing page when you subscribe, and the same amount on the same date every month afterwards, automatically, until you cancel it. There is no minimum term, no contract length and no cancellation fee.
You are asked to agree to that renewal separately, in its own tick box, at the moment of purchase — not as part of accepting the Terms. That box is never pre-ticked, and the agreement is recorded with the date and the wording you agreed to.
What a plan buys is monthly answer volume, denominated in Grounded Credits, plus (on the commercial tier) the premium model class. No capability is switched off by plan.
Cancelling
Sign in, open My Bots → Plan & billing, choose Manage billing, and cancel in the payment provider's portal. It is self-service from end to end: no email, no phone call, no chat, and no retention offer. We do not ask why you are leaving, and we do not put an offer in front of the cancel button.
Cancelling stops the next charge; it does not end the month you have paid for. The plan keeps working, at its full allowance, until the end of the period already paid, and the panel says the date. After that the account returns to Free.
Nothing is deleted by cancelling — Grounds, knowledge, datasets, settings, access gates, embeds and team members all survive, at the Free allowance. Deleting an account is a separate, deliberate action in account settings.
Changing to a cheaper paid plan works the same way and through the same portal.
Refunds
A month already started is not refunded as a matter of course. That is the trade for cancellation taking effect at the end of the period rather than immediately: you keep what you paid for instead of losing the remainder of it. Cancel and the plan runs out its month; you are simply not charged again.
Three things override that, and none of them requires an argument:
- A billing mistake on our side — a charge you did not authorise, a duplicate, a charge after a cancellation, or the wrong amount. Refunded in full, and we do not ask you to prove it before we look.
- The statutory right of withdrawal for a consumer in the EU, EEA or UK. That is a legal right, not a discretion of ours — see below.
- Any other refund right you hold under the mandatory consumer law where you live. Nothing on this page removes one, and where local law and this page disagree, local law wins.
A refund goes back to the card that paid, through the payment provider, and how long it takes to appear is the card issuer's business rather than ours — typically a few working days, occasionally up to a full statement cycle.
Beyond those, we would rather be asked than assumed about. If something went wrong that this page does not describe, tell us — a policy is a default, not a wall.
The 14-day right of withdrawal (EU, EEA and UK)
If you are a consumer — buying for yourself rather than for a business — and you are in the EU, the EEA or the UK, you may withdraw from a purchase within 14 days of making it, without giving any reason. This applies to a new subscription and to a one-off credit top-up.
What you get back
If the service had not started when you withdrew, you get the whole amount back.
If you asked us to start immediately — the optional second tick box at checkout, which is what lets a plan work the minute it is bought — you pay only for the proportion of the period you actually had before withdrawing, and the rest is refunded. That deduction is calculated against the plan's full price, pro rata by day.
If you did not ask for an immediate start, you owe nothing for the period at all. That is the point of asking, and it is the reason the box exists rather than being assumed.
How to withdraw
Tell us, unambiguously, that you are withdrawing. Use the contact form with the billing topic, which timestamps and acknowledges your message. You may use the wording below, but you do not have to — any clear statement counts, and you never have to give a reason.
“I hereby give notice that I withdraw from my contract for the Grounded plan / credit top-up ordered on [date], on the account registered to [your email address].”
The deadline is met if you send your notice before the 14 days are up — it does not matter when we read it. Once we have it, we refund you within 14 days, using the same payment method you paid with, and you are not charged a fee for the refund.
Where the right does not reach
The right belongs to consumers. A purchase made by a company, or by someone acting for a business, does not carry it — though a billing mistake is still a billing mistake, and the section above applies to everyone.
It also runs from the purchase, not from each renewal: a renewal of a subscription you already chose is not a new contract, so the 14 days are counted from the day you first subscribed. Cancelling a renewal is what cancelling is for, and it is available every day of the year rather than for 14 of them.
Credits and top-ups
A plan's monthly Grounded Credits are an allowance for that period, and they do not roll over: a renewal starts a new period at the plan's full allowance and the previous period's balance stops being drawn on. Unused credits are therefore not a stored value and are not refundable as one — what you bought was a month's capacity, and it was available to you for that month.
A one-off top-up pack is a separate purchase, joins the current period's allowance when the payment confirms, and carries the same 14-day withdrawal right as any other purchase. Because a top-up is consumed as it is used, a withdrawal after some of it has been spent is settled the same pro-rata way: you are refunded what was not used.
Running out of credits is not a charge. Paid usage beyond the allowance is off unless you switch it on yourself, and switching it on requires you to set the ceiling at the same time — there is no way to be billed an amount you did not choose in advance.
Failed payments
If a renewal payment fails, the plan keeps working while the payment provider retries — a card that was declined once is far more often a card that expired than a customer who left, and cutting off a paying account over it is the worse mistake. The panel says the payment is past due and links straight to the portal to update the card.
If the retries run out, the subscription ends and the account returns to the Free allowance. Nothing is deleted, no debt is created, and no collection process exists — the service simply stops being paid for and stops being provided at the paid level.
Price changes
A price change never applies retroactively and never to a period you have already paid for. If the price of a plan you are on changes, you are told by email at least 30 days before the first renewal at the new price, and the notice says the old price, the new price, the date it takes effect and how to cancel. Doing nothing means accepting it; cancelling before that date means you are never charged it.
How to ask
Refunds, cancellations, a charge you do not recognise, or a withdrawal notice: use the contact page with the billing topic. It reaches the operator directly and is the fastest route on the site for anything about money.
Who the operator is, where they are, and the law this is all governed by are on the about page. The agreement itself is the Terms of Service; what is stored about a payment, and for how long, is in the privacy policy.
Paid checkout is not switched on yet. While that is true, nothing is charged, nothing renews and there is nothing to cancel or withdraw from — this page describes what will apply the moment it is, so that it is agreed in advance rather than written afterwards.