Refund Policy

Last Updated: January 12, 2026 Effective Date: January 12, 2026

At Travos.ai, we strive to provide a transparent and fair billing experience for our Platform-as-a-Service (PaaS) solutions. This policy outlines how refunds, cancellations, and billing disputes are handled for our infrastructure services, instances, and pods.

This Refund Policy is part of our Terms of Service. By using our Services, you agree to this policy.

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Table of Contents

1. General Refund Policy
2. Refunds for Provisioning Failures
3. Subscription Cancellation & Pod Deletion
4. Refund Eligibility
5. Non-Refundable Situations
6. How to Request a Refund
7. Refund Processing Timeline
8. Chargebacks
9. Service Credits for SLA Violations
10. Explicit Agreements

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General Refund Policy

Our standard refund policy is:

• ✅ Refunds are available for provisioning failures caused by platform errors
• ❌ No refunds for partial months or unused time in a billing period
• ❌ No refunds after you have used the Services during the billing period
• ❌ No refunds if your account is terminated for Terms of Service violations

All subscription fees are non-refundable except as explicitly stated in this policy or as required by law.

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Refunds for Provisioning Failures

When You're Eligible

If Travos.ai fails to successfully provision your requested infrastructure due to a platform error, you are entitled to a full refund.

Provisioning failure means:

• You subscribed to a paid plan for a new pod/instance
• Our platform failed to deploy your infrastructure
• The failure was caused by an error in our systems (not your configuration)
• You did not receive the Services you paid for

Examples of Qualifying Provisioning Failures

✅ You get a refund if:

• Our platform returned an error during deployment due to a system bug
• Infrastructure was never created due to our API failure
• Deployment failed repeatedly due to our platform issues
• Payment was processed but no resources were provisioned

❌ Not eligible for refund if:

• Your deployment configuration was invalid or incomplete
• Your GitHub repository is private and we don't have access
• Third-party service (GitHub, your code) caused the deployment to fail
• Your application crashes after successful deployment
• You changed your mind after successful provisioning

What Happens Upon Provisioning Failure

If we confirm a provisioning failure:

1. Full refund of the payment for that specific service
2. Subscription cancellation - no further charges will be made
3. Refund processing within 5-10 business days to your original payment method
4. We will investigate and fix the platform issue

How to Report a Provisioning Failure

Contact support@travos.ai within 7 days of the failed provisioning with:

• Your account email address
• Date and time of the provisioning attempt
• Pod/instance name or ID
• Any error messages you received
• Screenshots or logs (if available)

Our support team will investigate and confirm whether the failure was due to a platform error.

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Subscription Cancellation & Pod Deletion

Our billing model is tied directly to the lifecycle of your provisioned resources (instances or pods).

How Cancellation Works

Pod Deletion Equals Cancellation:

• When you delete an instance or pod from the console, the subscription associated with that specific resource is automatically cancelled
• Cancellation is immediate
• No further billing cycles will be charged for that deleted resource

Subscription End Date:

• Your subscription remains active until the end of your current billing period
• You retain access to the Services until the billing period ends
• No refund is provided for the remaining time in the current period

Exceptions to Automatic Cancellation

The subscription may not be automatically cancelled if:

• You explicitly requested a custom cancellation arrangement (e.g., via enterprise agreement)
• A platform error prevented the system from processing the cancellation signal

If you experience a cancellation error:

• Contact support@travos.ai immediately
• Provide your account email and the pod/instance details
• We will manually cancel the subscription and refund any erroneous charges

Multiple Pods and Subscriptions

If you have multiple pods:

• Each pod has its own subscription
• Deleting one pod cancels only that pod's subscription
• Other pods continue to be billed normally
• Your account remains active unless you delete all pods and cancel your account

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Refund Eligibility

Standard Cancellation (No Refund)

If you cancel a subscription by deleting a pod:

✅ No Future Charges:

• You will not be charged for any subsequent billing cycles for that specific resource
• Cancellation is confirmed when the pod is deleted

❌ No Refunds for Current Period:

• We do not offer refunds (prorated or full) for the remaining time in the current billing cycle
• The service remains available to you until the end of the billing period
• The charge for the current period is final

Why no prorated refunds?

• Our infrastructure costs are incurred upfront
• You have access to the service for the entire billing period
• Resources are allocated and reserved for your use

Platform Errors (Refund Eligible)

If a charge occurs due to a verified platform error, you are eligible for a full refund of the erroneous charge.

Examples of platform errors:

• A pod was deleted but the billing system failed to cancel the subscription
• You were charged twice for the same subscription
• You were charged after subscription cancellation
• Billing system error caused incorrect charges
• Payment was processed but service was never activated

Discretionary Refunds

All other refund requests are reviewed on a case-by-case basis. We consider factors such as:

• Account history and standing
• Nature of the request
• Frequency of refund requests
• Circumstances of the situation
• Applicable consumer protection laws

We reserve the right to:

• Approve or decline discretionary refund requests
• Request additional information before processing
• Provide partial refunds in exceptional circumstances
• Issue service credits instead of monetary refunds

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Non-Refundable Situations

The following situations are not eligible for refunds:

Usage-Based Scenarios

❌ Significant Usage:

• If your instance/pod was active and consuming resources (CPU, RAM, storage, bandwidth) during the billing period
• Usage is evaluated based on actual resource consumption
• Even minimal usage makes the period non-refundable

❌ Service Was Delivered:

• Your pod was successfully provisioned and accessible
• You used the Services (even briefly)
• Infrastructure was available to you

Account Violations

❌ Terms of Service Violations:

• Your account was terminated for violating our Acceptable Use Policy
• Your account was suspended for non-payment
• You engaged in fraudulent activity or abuse
• Your account was terminated for security reasons

Customer-Initiated Issues

❌ Not Platform Errors:

• Your application code has bugs or errors
• Your configuration was incorrect
• Third-party integrations failed
• Your GitHub repository access issues
• You changed your mind after successful provisioning
• You found a cheaper alternative service

Timing Issues

❌ Late Requests:

• Refund requests made more than 30 days after the charge
• Requests for billing periods from previous months (unless platform error)

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How to Request a Refund

Refunds are processed manually to ensure accuracy and proper investigation.

Step-by-Step Process

1. Contact Support Email: support@travos.ai Subject: "Refund Request - [Your Account Email]"

2. Include Required Information

In your email, provide:

• Account email address
• Pod/instance ID or name
• Billing period or charge date
• Amount charged
• Reason for refund request (be specific and detailed)
• Supporting evidence (screenshots, error messages, logs)

3. Our Investigation

We will:

• Review your account and billing history
• Investigate the circumstances of your request
• Verify any claimed platform errors
• Check resource usage and service delivery

4. Decision Notification

You will receive a response within:

• 1-2 business days for provisioning failure claims
• 3-5 business days for platform error claims
• 5-7 business days for discretionary refund requests

5. Refund Processing

If approved:

• Refund processed within 5-10 business days
• Refunded to original payment method
• You will receive an email confirmation

If denied:

• We will explain the reason for denial
• You may appeal with additional information

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Refund Processing Timeline

Processing Times

Payment Method Processing

After we issue a refund:

• Credit card: 5-10 business days (depends on your bank)
• Debit card: 5-10 business days (depends on your bank)
• PayPal: 3-5 business days
• Bank transfer: 7-14 business days (international transfers may take longer)

Note: Processing times are estimates and may vary based on your financial institution.

Checking Refund Status

To check the status of your refund request:

• Reply to the original support email
• We will provide updates on the investigation and processing status

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Chargebacks

We strongly encourage you to contact our support team before initiating a chargeback with your bank or credit card provider.

What is a Chargeback?

A chargeback is when you dispute a charge directly with your bank or credit card company, bypassing our support process.

Consequences of Chargebacks

⚠️ Account Suspension:

• Initiating a chargeback may result in immediate suspension of your Travos.ai account
• All active instances, pods, and deployments will be terminated
• Access to your account and data will be restricted
• Suspension remains in effect until the dispute is resolved

Additional Impacts:

• We may be charged chargeback fees by payment processors (typically $15-$100)
• You may be liable for these fees if the chargeback is found to be unjustified
• Repeated chargebacks may result in permanent account termination

Our Commitment to Resolution

• We are committed to resolving billing issues amicably and quickly
• Most billing disputes can be resolved within 1-2 business days
• We have a fair refund policy for legitimate platform errors
• Direct communication is faster and better for both parties

If You've Initiated a Chargeback

If you've already initiated a chargeback:

1. Contact us immediately at support@travos.ai
2. Explain the situation and reason for the chargeback
3. We will work with you to resolve the underlying issue
4. You may need to withdraw the chargeback with your bank

Fraudulent Chargebacks

Chargebacks for Services that were delivered and used may be considered fraud. We reserve the right to:

• Report fraudulent chargebacks to payment processors
• Pursue legal action to recover losses
• Ban the account permanently

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Service Credits for SLA Violations

Service credits are different from refunds.

If we fail to meet our 99.5% monthly uptime SLA commitment:

• You may be eligible for service credits
• Credits are applied to future billing cycles (not cash refunds)
• See our Terms of Service - SLA section for details

To request service credits:

• Email support@travos.ai within 30 days of the month in which downtime occurred
• Provide dates, times, and description of downtime
• Include any monitoring data or logs

Service credit amounts:

Maximum credit per month: 50% of that month's subscription fees

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Explicit Agreements

Custom Billing Arrangements

If you have specific billing requirements or have explicitly requested a non-standard billing arrangement:

• Those terms will supersede this general policy
• Custom agreements must be in writing and signed by an authorized Travos.ai representative
• Enterprise customers may have different refund policies in their contracts

Future Payment Options

Currently, Travos.ai offers monthly subscription billing only. If we introduce additional payment options (such as annual subscriptions) in the future:

• We will update this Refund Policy accordingly
• Different terms may apply to different billing frequencies
• You will be notified of any changes with at least 30 days' notice

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Consumer Protection and Legal Rights

Your Legal Rights

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. In some jurisdictions, you may have additional rights including:

European Union:

• 14-day withdrawal right under the EU Consumer Rights Directive (may not apply to fully performed services with your consent)

United Kingdom:

• Consumer Rights Act protections for services not performed with reasonable care and skill

California:

• California Consumer Legal Remedies Act protections

Australia:

• Australian Consumer Law guarantees

If local consumer protection laws provide you with greater refund rights than this policy, those laws will apply.

Dispute Resolution

If you disagree with a refund decision:

1. Appeal: Reply to the support email with additional information or reasoning
2. Escalation: Request escalation to a supervisor or manager
3. Legal Action: See our Terms of Service - Dispute Resolution section

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Changes to This Policy

We may update this Refund Policy from time to time. When we make changes:

• We will update the "Last Updated" date at the top
• For material changes, we will notify you via email at least 30 days before changes take effect
• Continued use of Services after changes constitutes acceptance

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Contact Us

For questions about this Refund Policy or to request a refund:

Email: support@travos.ai

Subject line suggestions:

• "Refund Request - Provisioning Failure"
• "Refund Request - Platform Error"
• "Billing Dispute"
• "Question About Refund Policy"

Response times:

• Refund requests: 1-7 business days (depending on type)
• Billing questions: 1-2 business days
• General inquiries: 1-2 business days

Other Contact Options:

• Legal/compliance questions: legal@travos.ai
• Privacy concerns: privacy@travos.ai

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Summary

Quick Reference:

✅ You CAN get a refund for:

• Provisioning failures due to platform errors
• Duplicate charges or billing system errors
• Charges after subscription cancellation (if system failed to cancel)

❌ You CANNOT get a refund for:

• Unused time in the current billing period after cancellation
• Services that were successfully delivered and used
• Account termination due to Terms violations
• Configuration errors or issues with your code

To request a refund:

1. Email support@travos.ai within 7-30 days of the charge
2. Provide account details and reason for refund
3. Include supporting evidence (screenshots, logs)
4. Wait 1-7 business days for investigation
5. Refund processed in 5-10 business days if approved

Avoid chargebacks:

• Contact us first to resolve billing issues
• Chargebacks may result in account suspension
• Direct resolution is faster and better for both parties

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© 2026 Travos.ai. All rights reserved.

This Refund Policy was last updated on January 12, 2026.