Refund, Cancellation & Service Delivery

Refund, Cancellation & Service Delivery Policy

Effective date: July 2, 2026. This policy supplements the Terms of Service and Billing Terms for Monocrat subscription billing, usage credits, direct charges, disputes, and digital service access.

1. Digital Service Delivery

Monocrat is a software and business operations service. We do not ship physical goods. There are no physical delivery methods, shipping charges, shipment destinations, or physical return logistics for the Monocrat subscription.

Private beta and v1 access are delivered digitally after approval, account verification, source authorization where applicable, and any required billing setup. Product access, onboarding, source connection, Billing & Usage, support, account settings, and data controls are provided through authenticated web/app routes and connected-provider handoffs.

2. Subscriptions And Included Credits

The launch paid plan is billed monthly through Stripe and includes monthly Monocrat usage credits as described in the Billing Terms. Included monthly credits expire at the end of the billing period, do not roll over, are not cash or stored value, and are not refundable as a cash balance.

3. Cancellation

The verified owner may cancel through Billing & Usage, settings, Stripe Customer Portal if available, or support. Cancellation stops future subscription renewals according to the cancellation state shown in Billing & Usage or Stripe. Cancellation does not create a cash refund for expired, unused, bootstrap, operator, refund, dispute, or included credits.

Account deletion, source disconnect, final invoice, retention, and data access/export handling are described in Account & Data Controls.

4. Refunds And Credits

Monocrat may issue Stripe refunds, invoice credits, operator credits, refund credits, dispute credits, voids, or billing adjustments when required by law, approved by Monocrat, or appropriate for billing error, duplicate charge, failed direct charge, provider failure, service defect, or support-reviewed dispute. Refunds and credits are handled through Stripe and Monocrat support/accounting records.

Monocrat defects, provider failures, failed validation, duplicate processing, or internal retries are not charged as customer billable usage where the failure is attributable to Monocrat or an approved provider route rather than customer-requested successful work.

5. Direct Charges

Direct charges require authenticated owner web confirmation before Stripe authorization or charge when requested paid work would exceed included credits and the remaining owner-set monthly overage budget. Work may run within the budget without a separate approval gate, and large in-budget jobs may generate non-blocking owner notifications. Direct charges are tied to approved work, an active rate-card snapshot, invoice or receipt references, and billing audit records. Monocrat does not use direct charges, monthly overage budgets, or settings controls to create a stored top-up balance, cash value, or auto-replenish wallet.

6. Disputes And Billing Questions

Billing questions or disputes should be submitted through Billing & Usage, support, or billing@monocrat.ai. Monocrat may place disputed usage or charges under review while it checks invoice, receipt, payment, provider, support, and audit evidence.

Monocrat targets acknowledgement of billing disputes within 5 business days and either resolution or a status update within 30 days unless a payment-network, provider, legal, tax, security, or source-evidence dependency requires more time. Corrections are recorded through append-only invoice, adjustment, void, refund, dispute, or credit records.

If a chargeback or payment-network dispute is opened, Monocrat may submit terms, billing, authorization, invoice, receipt, support, and usage evidence to Stripe or the payment network.

7. Taxes

Fees are exclusive of taxes unless stated otherwise. You are responsible for applicable taxes, duties, and assessments, other than taxes based on Monocrat's net income. If Monocrat or Stripe is required to collect tax, the tax may be added to the invoice or charge.

8. Contact

Billing, refund, cancellation, or delivery questions can be sent to billing@monocrat.ai.