1. Overview
This Refund Policy applies to all paid subscriptions purchased through Simulation OS at sim-os.ai. All payments are processed by Paddle (Paddle.com Market Limited), which acts as the Merchant of Record for all transactions.
2. Subscription Cancellation
- You may cancel your subscription at any time from the Billing page or by contacting our support team.
- Upon cancellation, your subscription remains active until the end of the current billing period. You will continue to have access to all paid features until that date.
- No partial refunds are issued for the remaining days of a billing period after cancellation.
3. Refund Eligibility
We offer refunds under the following circumstances:
3.1 Within 14 Days of Initial Purchase
If you are unsatisfied with the Service, you may request a full refund within 14 days of your first paid subscription purchase. This applies only to the first subscription payment and not to renewals.
3.2 Service Unavailability
If the Service experiences significant downtime (more than 48 consecutive hours) during your billing period due to issues within our control, you may request a prorated refund for the affected period.
3.3 Billing Errors
If you were charged incorrectly (e.g., duplicate charges, charged after cancellation), we will issue a full refund for the erroneous charge promptly.
4. Non-Refundable Situations
Refunds are generally not provided for:
- Subscription renewals (monthly or annual) after the 14-day initial purchase window.
- Partial billing periods remaining after voluntary cancellation.
- Downgrade from a higher tier to a lower tier mid-cycle.
- Accounts suspended or terminated for violation of our Terms of Service.
- Failure to cancel before a renewal date when you intended to cancel.
5. Annual Subscriptions
Annual subscriptions are eligible for a full refund within 14 days of the initial purchase. After this period, annual subscriptions are non-refundable. You may cancel at any time, and your access will continue until the end of the annual billing period.
6. How to Request a Refund
To request a refund:
- Email our support team at [email protected] with the subject line "Refund Request".
- Include your registered email address and the reason for your refund request.
- We will review your request and respond within 5 business days.
7. Refund Processing
- Approved refunds are processed by Paddle and returned to the original payment method.
- Refunds typically take 5-10 business days to appear on your statement, depending on your payment provider.
- Refund amounts will be in the original currency of the transaction.
8. Plan Changes
- Upgrades: When upgrading mid-cycle, you will be charged a prorated amount for the remainder of the billing period.
- Downgrades: When downgrading, the change takes effect at the next billing cycle. No refund is issued for the current period.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated to active subscribers.
10. Contact
For refund inquiries or billing questions, contact us at [email protected].