Refund and cancellation policy

1. Cancelling a workspace in our cloud

• A workspace in our cloud is a subscription, billed monthly per seat. A seat is a member; invites are free. Removing a member removes their seat, and the unused part of the month is credited on the next invoice.
• Cancel any time in the Alexandr app, from the workspace’s settings.
• Cancelling stops the next renewal. The workspace keeps working until the end of the period you have paid for, and is not billed again.
• After that, the workspace is paused and its data is kept for 30 days. During those 30 days you can ask us for an export on the help page; then it is deleted for good.
• Deleting a workspace is different from cancelling: it ends the plan at once and deletes everything in it, including its unused AI credits, and neither the rest of the month nor the credits are refunded.

2. Refunds

• If you are a consumer in the EU, you can withdraw from a new subscription within 14 days of starting it, without giving a reason. We refund what you paid, minus a share for the days the workspace had already run.
• The same 14 days apply to a purchase of AI credits: we refund the credits not yet used, and take them back from the workspace.
• A charge made in error (a double charge, or a charge after you cancelled) is refunded in full when you tell us within 14 days of the charge.
• Apart from these, subscription payments and AI credits are not refunded, in whole or in part — including for the rest of a period after you cancel.
• A refund goes back to the card you paid with, through Stripe, and usually reaches it within 5–10 business days.

3. How to ask for a refund

• In the Alexandr app, open the workspace’s settings and go to Billing, where the plan’s invoices and the credit purchases are listed. Choose Request a refund beside the payment and tell us why. Only the workspace’s owner can ask.
• We answer by email within 2 business days. The payment shows Refund requested, then Refunded or Refund declined, in the same place.
• Can’t open the app? Use the help page, choose Billing, and give the workspace’s name and the date of the charge, from the email address on your account.

4. Disputed payments

If you think a charge is wrong, please tell us before disputing it with your bank — most problems are quicker to fix that way. These rules are part of our terms of service.