Refund Policy

This Refund Policy applies to fees charged by Customer Success Point SRL for the Integrava cloud service. It supplements our Terms of Service.

Integrava is sold primarily to businesses and organizations (B2B). If you purchase as a consumer where mandatory consumer-protection laws apply, those laws prevail over anything in this policy to the extent they cannot be contracted away.

Questions and refund requests: contact@integrava.ai

Except as set out in sections 3 and 4 below, all subscription fees are non-refundable. This includes:

• Monthly and annual Starter, Growth, and Scale platform subscription charges
• Usage-meter charges for billable conversations, AI deflections, workflow runs, AI QA reviews, and app reviews, including amounts inside or above an included band
• Fees for billing periods that have already started, including partial months or years
• Unused time, unused seats, or features you did not use
• Change of mind, lack of use, or deciding the product does not meet your expectations
• Dissatisfaction with AI output quality, third-party integrations, or model provider outages
• Account suspension or termination for breach of our Terms, demo abuse, or non-payment

Canceling a subscription stops future renewals (via Billing → Cancel at period end, or when a scheduled workspace deletion actually runs). You keep access until the current period ends. Canceling does not refund the current platform fee or any period already paid. Usage already metered in the open period is still invoiced. The Stripe customer portal is for your card and invoices.

We may issue a refund (full or partial, at our discretion) only in these situations:

• Billing error — duplicate charge, incorrect amount, or charge after you successfully canceled renewal and we failed to stop billing
• Failure to deliver access — you paid for a subscription, we failed to provision workspace access to the paid plan or modules for a material period (typically more than five (5) consecutive business days), and the issue was not resolved after you contacted contact@integrava.ai with reasonable details. This does not cover brief outages, maintenance, issues caused by your network, misconfiguration, or third-party services
• Legal requirement — where applicable law mandates a refund or withdrawal right we cannot exclude by contract

A tier change you schedule for the end of the period is not prorated and is not a refund. If you ask support for an immediate plan change, Stripe may apply a proration credit or extra charge on a later invoice. That proration is not a cash refund and does not create a general right to money back.

Refunds are processed to the original payment method through Stripe where possible. We do not refund taxes, bank fees, or currency conversion differences, including differences from Stripe Adaptive Pricing or your card issuer.

European Union — Business customers (B2B) generally do not have a statutory 14-day “cooling off” right for ongoing SaaS contracts. Where you are a consumer in the EU/EEA/UK and mandatory withdrawal rights apply to your purchase, you may have a short period to withdraw from a distance contract unless you expressly requested immediate access to the digital service and acknowledged that you lose the withdrawal right once performance begins. By subscribing after any applicable demo, you typically receive immediate access; contact us if you believe a statutory right applies to your situation.

United States — There is no federal law requiring a 30-day money-back guarantee for B2B SaaS. Some states regulate auto-renewal and cancellation disclosures; we comply with applicable renewal and cancellation notice requirements. This policy does not limit rights that cannot be waived under your state's law.

Not a warranty remedy — Dissatisfaction with how the software works is not the same as “non-delivery.” We will work in good faith to fix material service defects during your subscription; that support obligation is separate from a blanket refund right.

New workspaces receive a 14-day free demo before a paid subscription is required. No subscription fee is charged during the demo. If you save a card and schedule continuation, you authorize the charge for the plan you selected when the demo ends. That scheduled charge is a purchase under this policy, not a fee for the demo days themselves.

Promotional discounts, operator-issued promotion codes, and module trials do not create a right to cash refunds beyond what this policy states.

Scheduling workspace deletion (Settings → Danger zone) keeps Stripe subscriptions active during the 30-day grace period so canceling deletion restores access. Stripe is cancelled when deletion actually runs. That does not refund amounts already paid for the current billing period. See our Privacy Policy for data deletion timelines.

Email contact@integrava.ai from your workspace owner address within thirty (30) days of the charge you dispute. Include:

• Workspace name and billing email
• Date and amount of the charge
• Whether you claim a billing error or failure to deliver access
• Steps you already took with support (dates and summary)

We aim to respond within ten (10) business days. Approved refunds are usually processed within five to ten (5–10) business days; your bank may take longer to post the credit.

If you believe a charge is incorrect, contact us first so we can investigate. Filing a credit-card chargeback without contacting us may delay resolution. We may manually suspend workspace access while we investigate a dispute. Chargebacks are not detected or suspended automatically by the product.

We may update this policy. The “Last updated” date at the top reflects the current version. Material changes will be posted on this page.

Customer Success Point SRL — Romania, Bucharest, Drum Gura Putnei 133 Et. POD Ap. 19 Cod 032603. Unique registration code: 45173010.

Integrava — contact@integrava.ai

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