Refund & Cancellation Policy

1.1

This Policy applies only to "Self-Serve Subscriptions": paid subscriptions to the Service that you purchase yourself through the checkout on our website or inside the Whitebox platform, without a separately signed agreement with us.

1.2

This Policy does not apply to any subscription or service purchased through our sales team, including under an order form, quote, proposal, statement of work, master services agreement or any other agreement signed with the Company. Those purchases are governed solely by the terms of that agreement, including its terms on payment, renewal, cancellation and refunds.

1.3

Self-Serve Subscriptions are offered to businesses. By purchasing one, you confirm that you are acting for purposes relating to your trade, business or profession. Nothing in this Policy excludes or limits any rights you may have under applicable law that cannot be excluded or limited by contract.

2.1

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all Self-Serve Subscription orders. Paddle processes payments, issues invoices and receipts, collects applicable sales taxes and processes refunds. Your purchase is also subject to the Paddle Buyer Terms.

2.2

Approved refunds are issued by Paddle to the original payment method, in the currency of the original payment, and include any taxes charged on the refunded amount. Paddle usually processes approved refunds within 14 days of approval. Your bank or card issuer may take additional time to show the refund on your statement.

3.1

Our free plan is free of charge, so no payments or refunds apply to it.

3.2

Paid Self-Serve Subscriptions are billed in advance, on a monthly or annual basis according to the billing cycle you choose at checkout. Your subscription renews automatically at the end of each billing cycle, for the same billing cycle and at the then-current price, until you cancel it. We will notify you in advance of any price change, and it will not take effect before the end of your current billing cycle.

3.3

If you upgrade to a higher plan, the upgrade takes effect immediately and you will be charged a pro-rated amount for the remainder of your current billing cycle.

3.4

If you downgrade to a lower plan, the downgrade takes effect at the start of your next billing cycle. You keep the features of your current plan until then, and no refund or credit is given for the current billing cycle.

4.1

You can cancel your Self-Serve Subscription at any time from the billing settings of your Whitebox account, or by emailing us at billing@thewhitebox.io. No notice period is required.

4.2

Cancelling stops all future renewals. You keep access to your paid plan until the end of the billing cycle you have already paid for, after which your account moves to the free plan.

4.3

Cancelling does not by itself entitle you to a refund for the current billing cycle, except as described in Sections 5 and 6 below.

5.1

New subscriptions. If you are not satisfied with the Service, you may request a full refund of the first payment for a new paid Self-Serve Subscription, whether monthly or annual, within 14 days of that payment.

5.2

Annual renewals. If your annual Self-Serve Subscription renews and you no longer want it, you may request a full refund of that renewal payment within 14 days of the renewal date.

5.3

When we refund a payment under this Section 5, the related subscription is cancelled and your account moves to the free plan once the refund is processed. The guarantee for new subscriptions applies to your organization's first paid Self-Serve Subscription only.

5.4

Outside these windows, payments are non-refundable, including monthly renewals, partially used billing cycles and unused features or capacity, except as described in Section 6 below.

6.1

Billing errors. If you were charged twice for the same period, charged an incorrect amount, or charged after you cancelled your subscription, we will refund the incorrect amount in full. Please let us know within 60 days of the charge.

6.2

Extended outages. If you are unable to access or use the Whitebox platform for more than 72 consecutive hours due to a cause within our reasonable control, you are entitled, on request, to a pro-rated credit for each full day the platform was unavailable. The credit is applied to your next payment. If you cancel your subscription instead, we will refund the credit amount. Requests must be made within 30 days of the outage. This does not cover:

• •Scheduled maintenance that we announced in advance;
• •Delays or gaps in data collected from third-party AI platforms, search engines or other third-party services;
• •Events beyond our reasonable control, or issues caused by your own systems, network or misuse of the Service.

6.3

Termination by us. If we terminate your Self-Serve Subscription or discontinue the Service, we will refund the pro-rated portion of any fees you paid in advance for the period after the effective date of termination, as set out in our Terms of Use.

7.1

Email us at billing@thewhitebox.io from the email address registered to your Whitebox account, and include your organization name, the order or receipt number from your Paddle receipt, and the reason for your request. We aim to respond within 5 business days. You may also contact Paddle directly at paddle.net to find your order and request a refund.

7.2

We ask that you contact us before disputing a charge with your bank or card issuer, as we can usually resolve billing issues faster directly. We may suspend access to the account while a chargeback is pending.

8.1

We may update this Policy from time to time. The updated Policy will be posted on this page with a new "Last Updated" date. Changes apply to payments made after the updated Policy is posted, and do not affect payments made before that.