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Policies

Refund Policy

Last updated 30 October 2026

What happens when a charge is wrong, and what we will and will not refund. Short, because the honest version of this is short.

This is a draft awaiting legal review. It describes what the platform actually does and is written in good faith, but it has not been reviewed by a lawyer and still needs the registered company name, the governing jurisdiction, a registered address. Treat it as a statement of intent rather than a finished agreement, and ask us if anything here matters to a decision you are making.

Early access is free

While you are in early access there is nothing to refund: the platform does not charge you for compute, and model tokens are billed to you by your own provider. The rest of this page describes what happens once paid plans begin.

What we will refund

  • A charge that was our error — metered wrong, priced wrong, or billed twice. Tell us and we will correct it, whether or not you noticed first.
  • Prepaid balance you have not spent, if you ask to close your account. Promotional credit is not refundable, because it was never paid for.
  • A charge for a period in which the platform could not run your agents at all, for a reason that was ours.

What we will not refund

  • Compute your agents genuinely reserved. Billing is on what a pod reserves rather than what it uses, which is stated before you deploy and is a function of a file you control.
  • Model costs. Those are between you and your provider; we never receive them.
  • A charge caused by an agent behaving in a way you did not intend. We will help you work out what happened, and the limits and ceilings exist so you can bound it in advance.

How a correction is made

We correct a ledger with a second entry rather than by editing the first, so a refund appears as its own line with its own reference and the original charge stays visible. That is deliberate: a bill you cannot reconstruct is a bill you cannot check.

Money is returned the way it arrived. A card payment goes back to the card, which typically takes five to ten working days once we have issued it.

Asking

Write to support@openelan.ai with the invoice and what looks wrong. There is no form and no window — if a charge is wrong it is wrong.