1. Scope
This Refund & Trial Policy applies to self-serve subscriptions to Eigent's Cloud service purchased through the Eigent website. It does not apply to:
- Enterprise and Commercial License arrangements, which are governed solely by the applicable Master Services Agreement (MSA) or Order Form; or
- Open-source use of Eigent, which is governed by its applicable open-source license and involves no fees.
This Policy supplements the Terms of Use. Where required by applicable consumer-protection law, your statutory rights are unaffected by this Policy.
2. Free Trial
We offer a 7-day free trial so you can evaluate the product before committing to a paid plan. The trial is subject to any usage limits shown at sign-up or on the pricing page.
- A free trial may be limited to one per customer and/or per payment card.
- We may modify or withdraw trial offers at any time.
3. Auto-Conversion and Renewal
Unless you cancel before your 7-day free trial ends, your subscription automatically converts to a paid plan and your payment method is charged the applicable fee. Paid subscriptions then renew automatically at the end of each billing period at the then-current rate until you cancel.
4. Cancellation
You may cancel at any time from your account settings. Cancellation stops future charges and takes effect at the end of the current trial or billing period; you keep access until then.
5. Refunds
Except as set out below or as required by applicable law, all fees are non-refundable. In particular, we do not provide refunds or credits where you forget or fail to cancel before the trial ends or before a renewal date, or for partial billing periods or unused credits.
Exception: Technical Issues
If you experience a genuine technical problem with the Cloud service that is caused by Eigent and that we are unable to resolve within a reasonable time, you may request a refund for the affected period. Contact us at support@eigent.ai with details of the issue. Refunds under this exception are assessed case by case and are not granted for issues outside Eigent's control (e.g. your own configuration, third-party model providers, or connectivity).
6. How to Request a Refund
Email support@eigent.ai from the address associated with your account, including your account details and a description of the issue. We aim to respond within a reasonable time.
7. Changes to This Policy
We may update this Policy from time to time. Material changes will be reflected by the "Last Updated" date above and, where appropriate, communicated to you.