Cancellation and Refunds

1. Self-serve plans

Starter, Growth, and Scale renew monthly or yearly until you cancel in Settings or by emailing billing@aethellayer.com from an owner account before the renewal timestamp. Cancellation stops the next renewal. It does not refund the current period already paid, including unused probes, unused workspaces, unused seats, or unused Memory Graph. Downgrades take effect at the next renewal, not mid-cycle.

2. Yearly plans

Yearly prepay is a commitment for the full term. We do not prorate refunds for early cancellation except where required by law or where we permanently discontinue the Service without a reasonably comparable substitute.

3. Enterprise and pilots

Enterprise and design-partner pilots are governed by the order form or pilot letter. If that document is silent, fees are non-refundable once work starts or access is provisioned.

4. What we may refund

• Duplicate charges caused by our billing error.
• Fees for a paid period where we failed to provide any material access for more than 14 continuous days for reasons solely within our control, excluding scheduled maintenance, your misconfiguration, and force majeure.
• Amounts a non-waivable consumer law in your jurisdiction requires us to refund.

5. What we will not refund

• Change of mind, unused seats, unused probe quota, unused workspaces, or a feature you expected from marketing copy.
• Accounts terminated for Acceptable Use or Terms violations.
• Issues caused by your misconfiguration, leaked keys, or third-party outages.
• Taxes, currency conversion fees, and payment-processor fees already remitted.

6. How to ask

Email billing@aethellayer.com within 7 days of the charge with the invoice ID and reason. Late requests are denied. Approved refunds go to the original payment method within 15 business days. Opening a chargeback before we have 10 days to respond is a Terms violation: we may suspend immediately, keep the funds, and recover processor fees.