Refund Policy

This Refund Policy is between you and EactiveNet, Inc. (“EactiveNet,” “we,” “us”), a Delaware corporation and the operator of the ADA platform. It applies to payments you make to us directly through our payment processor (Stripe) for ADA subscriptions, prepaid credit top-ups, and related charges. It does not apply to amounts you pay to third parties — for example, charges billed by an LLM provider under your own API key (BYOK), which are governed by that provider's terms.

In this policy:

• Subscription means a recurring paid plan (e.g. ADA Pro) billed in advance for a billing period.
• Credits means the usage units consumed when you run agents and tools, whether granted as part of a Subscription or purchased as a top-up.
• Top-up means a one-time purchase of prepaid Credits.
• Business day means Monday–Friday, excluding US federal holidays.

Nothing in this policy limits or waives any rights you have under mandatory consumer protection law that cannot be waived by agreement — including, where applicable, rights under the laws of the EU, the United Kingdom, Australia, and US state consumer statutes. If a term of this policy conflicts with a non-waivable right you hold, that right prevails to the extent of the conflict, and the rest of this policy continues to apply.

If you are a consumer in the EU or UK, you ordinarily have a 14-day right to withdraw from a distance contract. Because ADA is a digital service that begins immediately, when you start a Subscription or use Credits you are asked to (a) request that we begin performance right away and (b) acknowledge that you lose the right of withdrawal once the service has been fully performed, and that for partial performance you may owe a proportionate amount for what you used. Where the 14-day right still applies and you have not waived it, contact support within 14 days of purchase and we will process your withdrawal as required by law.

You can cancel an active Subscription at any time from the Stripe Customer Portal. Cancellation takes effect at the end of the current billing period — there is no early termination fee, and the Credits granted for the period you already paid for remain usable until that period ends.

As a goodwill measure beyond your statutory rights, we offer a 7-day pro-rated refund on a first monthly Subscription charge if you have used fewer than 1,000 Credits in that period. Email support@eactivenet.com within 7 days of the charge to request it. Renewal charges are non-refundable except where required by law or where the renewal resulted from our billing error; cancel before your renewal date to avoid being billed.

Top-ups are non-refundable once any Credit from that Top-up has been used, except where a refund is required by law. If you purchased the wrong pack and have not consumed any of the new Credits, contact support within 14 days of purchase and we will refund the unused balance to the original payment method. Promotional, complimentary, or bonus Credits have no cash value and are never refundable.

If an agent run fails because of a problem on our side — for example an orchestrator crash, a model-provider outage on a model we operate, or a billing-system error — the Credits charged for that run are reimbursed automatically through the credit ledger. You don't need to ask. Runs that fail because of your code, an invalid or rate-limited provider key you supplied, a budget or limit you set yourself, or a third-party service outside our control are not eligible for reimbursement.

Prepaid Credits do not expire while your account is active and in good standing. If you close your account, any unused Credit balance is forfeited 90 days after the closure date. We refund the cash value of unused Credits only where required by law or in cases of duplicate or fraudulent charges. Credits are not legal tender, carry no interest, and are not redeemable for cash except as stated here or as required by law.

Approved refunds are issued in the original currency to the original payment method. Where a refund is due, we refund any tax (such as VAT or sales tax) we collected on the refunded amount, consistent with applicable tax rules. We do not refund third-party charges we did not collect (for example, your bank's foreign-exchange or card fees). If a price changes, the change applies going forward only and does not entitle you to a refund of amounts already paid for a completed period.

Please contact us before initiating a chargeback or payment dispute — we can almost always resolve issues faster than your bank can, and a chargeback can take weeks to settle. Filing a chargeback for a charge that is valid under this policy may result in suspension of your account and forfeiture of remaining Credits while the dispute is investigated. If a chargeback is later found to be unjustified, we reserve the right to recover the disputed amount and any associated processor fees.

We may decline or reverse a refund, and may suspend an account, where we reasonably believe a request is fraudulent, abusive, or made in bad faith — for example, repeated buy-use-refund cycles intended to obtain Credits for free. We administer this policy reasonably and in good faith, and we apply it consistently across customers.

Email support@eactivenet.com with the subject line “Refund request.” Include the Stripe receipt or invoice number (or the email associated with your account) and a brief description of the issue. We acknowledge requests within 3 business days. Approved refunds are issued to the original payment method and typically settle within 5–10 business days, depending on your bank or card issuer.

We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that purchase. Material changes will be reflected by a new effective date and, where required, communicated through the dashboard or by email. If any provision of this policy is held unenforceable, the remaining provisions continue in full force.