Refund and Cancellation Policy

Subscription and renewal

Subscriptions are monthly or yearly and renew automatically at the end of each period. A monthly plan is charged every month, a yearly plan every year, on the day you subscribed. The yearly price is 20% lower than twelve monthly payments; on a yearly plan, too, credits renew every month.

Prices are in US dollars.

Changing plans

You can change your plan from your dashboard at any time. An upgrade, or moving from monthly to yearly, takes effect immediately: the difference for the rest of the period is charged right away. When you move from monthly to yearly, the yearly period starts that day and the unused part of the month is taken off the amount. A downgrade, or moving from yearly to monthly, takes effect at the end of the current period: until then you keep your current plan and its credits, nothing is charged today and no credit is issued.

Cancellation

You can cancel at any time from the Plan section of your dashboard, using the "Manage subscription" link. You do not need to contact us to cancel.

Cancelling does NOT cut service immediately: your plan stays active until the end of the period you have paid for, and your credits remain usable. When the period ends, accounts behind the paywall lose panel access until they subscribe again; older free accounts return to the free plan.

Losing panel access or returning to the free plan does not delete your data: your agents, knowledge base and records remain. On older free accounts, only new actions beyond the free plan's limits (such as creating another agent) stop.

Refunds

Your subscription starts the moment you choose a plan: the first monthly or yearly fee is charged to your card then. The fee for a period that has started, a yearly one included, is not refunded; instead you can cancel and keep using the service until the period ends.

Where we took payment but the service did not work, no time limit applies: write to us and we will either fix the problem or refund you.

Credit packs

Credit packs are one-time purchases, not subscriptions; they are not charged again every month. Pack credits are valid for 12 months from purchase; your plan's monthly credits are used first, then pack credits.

Unused pack credits are not refunded. If a pack's payment is refunded or disputed, that pack's credits are taken back; if they have already been used, the difference is deducted from the next month's credits.

Going over your allowance

When your plan's monthly credits run out we do NOT charge extra. The service keeps running on a grace allowance of 10% of your monthly credits; if that is used up too, conversations stop until you upgrade, buy a credit pack or the month resets.

In other words there are no surprise bills with Agenola: apart from credit packs you choose to buy, what you pay in a month is the price of the plan you chose.

If a payment fails

If your card is declined the service does not stop immediately. Our payment provider retries for a few days and your plan stays active meanwhile. If the retries do not succeed the subscription is cancelled: accounts behind the paywall lose panel access until they subscribe again, and older free accounts return to the free plan.

Billing through Shopify

If you installed Agenola from the Shopify App Store, you are billed on your Shopify invoice; you change or cancel your plan from the app's page in Shopify. Uninstalling the app also ends the subscription. Credit packs are not available on Shopify billing.

Contact

For any question about refunds or cancellation, write to info@agenola.ai.