When money comes back.

This policy covers subscription fees, overage charges and any add-on charge for the Transglot Service. It is part of the Terms of Service. Where an Order Form or enterprise agreement states different refund or termination terms, that document prevails for the subscription it covers. Nothing here takes away a right you have under mandatory consumer or local law.

Fees are charged in advance for the subscription period and are not refundable, in whole or in part, for a period that has begun. That is the ordinary rule for a subscription you can cancel at any time and can try before you buy: you keep the plan for the period you paid for, and you are not charged again. Partial months are not refunded, unused allowance is not refunded or carried over, and an unused seat is not refunded.

Self-serve checkout applies a 14 day free trial, once per organization, to a first paid subscription. Nothing is charged during the trial. Cancel before it ends and you are not charged at all. This is the mechanism that makes the general rule in clause 02 fair, and it is why our default answer to "can I have a refund because it was not what I expected" is a question about whether you used the trial.

Cancel in the console at any time. The subscription remains active until the end of the current billing period, you keep every feature of the plan until then, and the workspace then moves to the Free plan rather than being deleted. There is no cancellation fee, no notice period and no requirement to talk to anybody. Nothing is refunded for the remainder of the month, because you keep the service for it.

An annual subscription is paid in advance for twelve months at ten times the monthly price, and cancelling it stops the renewal rather than ending the current year. As a matter of goodwill rather than obligation, we will refund a first annual subscription in full if you ask within 14 days of the charge and the workspace has made no material use of the Service in that period. After that window, or after material use, an annual subscription runs to the end of its term. If you upgrade mid-term we credit the unused portion against the new plan rather than refunding it.

An upgrade takes effect immediately and the price difference is prorated onto your next invoice. A downgrade between paid plans also takes effect immediately: the lower plan and its caps apply from the moment you confirm the change in the console, and the difference is prorated onto your next invoice rather than refunded. Only a downgrade to Free waits, because it is a cancellation: the subscription runs to the end of the period you paid for and the workspace moves to Free after it. Switching between monthly and annual is the same kind of change, made in the console whenever you like, with the unused part of the period you are leaving credited by proration rather than refunded.

Overage is metered usage that has already happened, so it is not refundable once the words have been translated. Free and the open source grant never meter: they stop at the cap, which means a hard-capped plan can never produce a surprise bill to argue about. If you believe an overage charge is wrong, raise it within thirty days of the invoice and we will look at the metering records with you. Where a charge resulted from a defect on our side, we refund or credit it under clause 09. A remainder too small to bill is written off rather than carried, so a trivial amount will never appear on a later invoice.

Every marketplace connector is included at no additional charge today, so there is nothing to refund. If a connector becomes a paid add-on in future, it will be charged on the same subscription cycle as your plan and refunded on the same terms as this policy sets for a subscription fee, and the connector page will say so before you can subscribe to it.

We refund in these cases without argument: a duplicate charge, or a charge taken twice for the same period; a charge taken after a valid cancellation took effect; a charge at the wrong amount because of a billing error on our side, refunded down to the correct amount; a charge for a period in which the Service was unavailable to you because of a defect on our side and the failure was material, which we may settle as a credit under the Service Level Agreement instead where one applies; and any refund required by mandatory law. We aim to decide a claim within ten business days and to return the money within a further ten.

If a payment fails we retry it and tell you, and the subscription stays active while we do. If it is still unpaid after the period in the Terms of Service, we suspend and then may terminate the subscription. A suspension for non-payment does not entitle you to a refund of the period it covers, and reactivating a suspended subscription requires the outstanding amount to be paid. Nothing is deleted by a suspension.

A consumer in the European Union or the United Kingdom has a statutory right to withdraw from a distance contract within 14 days. Where that right applies to you, it applies in addition to anything in this policy, and by starting to use the Service during the withdrawal period you agree that we begin performance immediately, which means we may charge for the part performed if you then withdraw. The Service is sold as a business tool, and a customer using it for business purposes is not a consumer for these purposes.

A credit issued under the Service Level Agreement is applied against future fees on the following billing period. It is not paid in cash, cannot be exchanged for money, does not transfer to another organization, and lapses if the subscription ends before it is used. That is what a service credit is, and calling it a refund in a support thread does not change it.

A refund goes back to the original payment method, in the currency it was charged in, which is United States dollars. We do not refund to a different card, a different account or a different party. Your bank or card issuer decides how long it takes to appear, typically five to ten business days. Where a payment was made against an invoice, the refund is made by the same route. Taxes are refunded with the fee they were charged on, and where a tax authority requires a different treatment we follow the authority.

If you think a charge is wrong, write to us first: we will look at it and, where clause 09 applies, refund it faster than a chargeback would. A chargeback raised without contacting us costs us a fee and freezes the amount while the issuer investigates, and we may suspend the organization until it is resolved. We will always provide our records to the issuer. We do not treat a good faith dispute as abuse, and we do not withhold data because of one.

We do not refund because a subscription was forgotten and went unused, because a plan was bought on the wrong organization when it could have been changed, because a feature you expected exists on a higher plan and the pricing page said so, or because an annual subscription was chosen for the discount and later regretted. We do not refund an account terminated for a breach of the Acceptable Use Policy. Where we decline, we say why in writing and you can ask a person who was not involved in the decision to look at it again.

Cancelling and deleting are different actions and only one of them destroys anything. Cancelling moves the workspace to Free at the end of the period and keeps your content. Deleting starts a 30 day grace period during which the workspace is read only and any owner can restore it, and after that it is purged. Deleting does not produce a refund. Retrieve what you need before you delete, and clause 24 of the Terms of Service says how.

Enterprise subscriptions are governed by the Order Form and any master agreement, which set out the term, the renewal and termination mechanics, the invoicing schedule and any refund or termination for convenience right. Where those documents are silent, this policy fills the gap. Where they speak, they prevail.

Write to hello@transglot.ai from the billing contact or an organization owner’s address, with the organization name, the invoice or charge you are asking about and what you would like us to do. We acknowledge within two business days. Please raise a billing dispute within thirty days of the invoice, as the Terms of Service require, so that the records are still fresh enough for both of us to check.