Refund & Cancellation Policy

1. Free Plan

Elixion's free plan is permanent, not a countdown. It covers one developer, no payment details are collected at signup, and it does not expire, so there is nothing to cancel and nothing to refund on the free plan. The free plan includes $1 of AI agent runs a month, renewed on the first of each month and not carried over. Runs that fail do not count against it. When it runs out, agent runs pause until the next month; your projects, issues and boards stay fully accessible. Bring teammates in any time -- a 2nd Human Member starts a 14-day Collaboration Trial with no card, and Team billing (active seats only) begins after it.

2. How to Cancel

You can cancel your subscription at any time through the Stripe billing portal. To access it, go to Settings > Billing in your Elixion account and click "Manage Subscription." From there, you can cancel your plan directly. No emails or support tickets are required to cancel.

3. When Cancellation Takes Effect

Team bills in arrears, for a period that has already closed, so cancelling works differently from a prepaid plan: it stops a new billing period from starting, rather than stopping access to one already paid for. When you cancel, your account keeps full Team access through the end of the current period; at that period's close, the Active Seats it actually had are still charged as normal (see section 4), and no further periods begin after that.

4. Refund Eligibility (Arrears Billing)

Team charges work differently from a prepaid subscription, and the refund policy follows that difference: you are never charged before a period happens, and every charge is for Active Seats a period already had. A Seat is a Human Member who wrote to the record or opened a connector session this period. Reading is always free, and someone who never showed up costs nothing.

• An accurate arrears charge is not refundable. A charge that correctly counts the Active Seats your account had in a closed period reflects work that already happened -- there is no window to reconsider a charge raised after the fact the way there is for a charge raised in advance.
• A wrong seat count is refunded in full, with no time limit. If a charge counts a Human Member as Active who only read the record, double-counts someone across two shared projects, or otherwise miscounts, email us (section 7) and the overcharged difference is refunded once we confirm it.
• The Collaboration Trial removes the risk a prepaid first-charge refund used to cover. The moment a project reaches a second Human Member, it gets 14 days of full Team access with no card. If the trial lapses without payment, nothing is deleted -- the project reverts to Solo and the extra members become read-only. Because the trial takes no card, nothing is ever charged before you have decided to stay on Team.
• Stripe processing failures: if a charge fails to process correctly on our end (duplicate charge, wrong amount sent to Stripe), it is corrected and refunded in full regardless of timing.

5. Disputing a Seat Count

Team is billed in arrears: at the end of each period, Elixion counts that period's Active Seats and charges $20 for each one. A Seat that was never Active is never billed. If you believe a period's Active Seat count is wrong, email us (section 7) with the period and the Human Member you are disputing; we recompute it from the Project Record -- writes, comments, transitions and connector sessions -- and refund any difference. There is no dollar minimum and no deadline to raise a dispute like this, because it concerns whether the charge was correct at all, not whether you changed your mind.

6. Enterprise Plans

Refund and cancellation terms for Enterprise plans are governed by the individual service agreement between your organization and Elixion. Please refer to your contract or contact your account manager for details.

7. How to Request a Refund

To request an eligible refund, please email us at support@elixion.ai with your account email address and the reason for your request. Include the date of the charge you are requesting a refund for.

8. Refund Processing

Approved refunds are processed through Stripe and returned to your original payment method. Please allow 5-10 business days for the refund to appear on your statement, depending on your bank or card issuer.

9. Contact Us

If you have any questions about our refund or cancellation policy, please contact us at support@elixion.ai.