Ratel
This Refund Policy explains when and how refunds are issued for the Ratel platform, operated by EactiveNet, Inc. It supplements, and is incorporated into, our Terms of Service. Capitalized terms have the meaning given there.
Summary. New paid subscriptions include a 14-day money-back guarantee. After that window, subscription fees are non-refundable and you keep access until the end of your billing period. Usage-based (metered) charges, taxes, and third-party pass-through costs are non-refundable. We do not provide pro-rated refunds for partial periods except where required by law.
1. 14-day money-back guarantee
If you are a first-time subscriber to a paid Plan, you may request a full refund of the first subscription payment within fourteen (14) days of that initial charge. This guarantee applies once per customer and does not apply to renewals, upgrades, additional workspaces, metered usage, or reinstated accounts.
2. Recurring subscription charges
Subscriptions renew automatically. Because capacity is reserved in advance, renewal charges are non-refundable once processed. To avoid the next charge, cancel before your renewal date from Dashboard → Billing. On cancellation you retain access through the end of the already-paid period; we do not refund the unused portion except where a non-waivable law requires it.
3. Usage-based & metered charges
Charges that reflect resources actually consumed are final and non-refundable, including:
- Network egress and bandwidth overages above your Plan’s included allotment;
- vCPU-hours of compute and additional managed-database units;
- Outbound email volume and per-mailbox charges;
- Object-storage consumption.
These costs are incurred in real time and cannot be reclaimed once provisioned.
4. Non-refundable items
| Item | Refundable? |
|---|---|
| First payment, within 14 days (first-time subscriber) | Yes — full |
| Subscription renewals | No |
| Metered / usage-based charges | No |
| Taxes, currency-conversion & processor fees | No |
| One-time setup, professional-services & migration fees | No (once work has begun) |
| Domain registrations / renewals | No (passed through to registrar) |
| Accounts terminated for AUP or Terms violations | No |
5. Downgrades & cancellations
Downgrades take effect at the next billing cycle and do not generate credits or refunds for the current period. Cancelling stops future renewals only. Deleting a workspace does not entitle you to a refund of charges already incurred.
6. Service-Level credits
Where the Service fails to meet the commitments in our Service-Level Agreement, your sole and exclusive remedy is a service credit applied to a future invoice, not a cash refund. Service credits are calculated and claimed as described in the SLA.
7. Disputes & chargebacks
Please contact us before initiating a chargeback. Filing a chargeback or payment dispute without first contacting [email protected] may result in immediate suspension of your account pending resolution. We reserve the right to dispute invalid chargebacks and to recover associated fees.
8. How to request a refund
Email [email protected] from the address on file with your account ID, the invoice number, and the reason for the request. Eligible refunds are issued to the original payment method within 5–10 business days of approval; the time for funds to appear depends on your bank or card issuer. We may request additional verification to prevent fraud.
9. Discretionary refunds & changes
Any refund granted outside this Policy is made at our sole discretion as a one-time courtesy and does not waive this Policy or create an obligation to grant future refunds. We may update this Policy at any time; the version in effect when you were charged governs that charge.
Questions about this document? Contact [email protected]. Ratel is operated by EactiveNet, Inc. See all Legal documents in the footer.