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Refund Policy

Refund eligibility, timing, card refund mechanics, the non-refundable posture on crypto payments and its exceptions, downgrades, and the SLA-credit relationship.

This Refund Policy explains how Driftstack issues refunds for paid Subscriptions and one-off charges. Section 8.7 of the Terms of Service is the binding contractual statement: Subscriptions are non-refundable except where mandated by law, and Driftstack may, at its discretion, issue pro-rated refunds for service failures attributable to Driftstack. This policy sets out when Driftstack refunds, and how.

When you can get a refund

Refunds are issued in four scenarios:

  1. Failed delivery. A card charge succeeded but the corresponding feature was not made available to your account (e.g. the subscription Plan didn’t flip). Once Driftstack detects it, a person refunds the full amount; you do not need to request it. For a crypto payment, item 4 of the crypto section below applies instead.
  2. Service failure attributable to Driftstack. An outage on Driftstack’s side, not caused by you, affected your use of the Service. On API Scale, while section 8.13 of the Terms keeps its service level, the credit table in the SLA policy applies: by default as a credit on your next invoice, or, on request, as a cash refund net of any credit already used. On other Plans, Driftstack may refund pro rata at its discretion (section 8.7 of the Terms); an Enterprise Order Form can set its own service credits.
  3. Within 14 days of first paid charge, no usage. If you signed up, paid, and have not yet initiated a Session, you can request a full refund within 14 days. This is a discretionary policy, not a statutory right; we extend it because we’d rather you walk away happy than be stuck paying for something you didn’t use.
  4. Mistaken duplicate charge. Where Stripe issues a duplicate charge for the same Subscription period, we refund the duplicate.

A yearly Subscription follows the same rules as a monthly one.

We do not issue refunds in these scenarios:

  • Mid-cycle cancellation of a monthly Subscription. The remainder of the cycle stays active; the next renewal is cancelled.
  • Plan downgrade. The downgrade takes effect at the next renewal; no proration is issued for the unused portion of the current Plan.
  • Unused AI Credits. AI Credits have no cash value and are not refunded (Terms 8.11). Use beyond your included AI Credits is never charged.

How refunds work — card payments (Stripe)

  1. You request the refund by emailing [email protected] (or via the support button in your dashboard).
  2. We confirm eligibility and issue the refund through Stripe.
  3. Stripe returns the funds to the original payment method. Timing: typically 5–10 business days, depending on your card issuer.
  4. Your account is debited the refunded portion if you have an active Subscription affected by the refund.

Crypto payments are non-refundable, with the exceptions below

Crypto payments at Driftstack are non-refundable, except in the cases in items 3 to 8 below. Once a crypto payment settles on-chain it is committed for the billing period it covers. This is the standard B2B SaaS posture; the rationale is:

  • Settlement irreversibility. Crypto transfers are final once the network confirms them. We have no operational lever to claw back a confirmed payment, only to send a fresh outbound transfer — which introduces price-movement risk for both parties and network-fee waste.
  • Fraud + abuse asymmetry. Card refunds rely on the issuer to reverse a charge if the cardholder disputes; that escalation path doesn’t exist for crypto. Allowing crypto refunds at customer request outside the cases below would create a one-way return-policy attack surface.
  • Operational simplicity. A non-refundable crypto policy keeps the support pipeline narrow + lets us price the crypto path competitively (we don’t carry a refund-loss reserve into the unit economics).

What this means practically:

  1. Each crypto payment covers one month of the Plan and does not renew by itself: nothing is charged again unless you pay again. Not paying again does not refund the current month.
  2. The current billing period continues to be honoured until its end — you retain full access to the Plan you paid for.
  3. A payment you make while a paid month is still running buys the next month: it is added after the paid time you already have and starts when that ends (for a higher Plan, it starts at once and the unused time of the lower Plan follows it; for a lower Plan, it starts when the paid time of the higher Plan ends). If you made a second payment by mistake and tell us before the month it bought has started, that payment is returned, or, only if you agree, granted as Plan time or AI Credits.
  4. If a crypto payment was received but the Plan could not be delivered, you choose: the Plan is granted, or the payment is returned. If your account is suspended or closed, the Plan is granted only if we reinstate it under section 14.6 of the Terms of Service or, if it was not suspended or closed under section 14 of the Terms, it can still be restored; otherwise, or if the Plan still cannot be delivered, the payment is returned.
  5. If an order was paid only in part and was not completed, you choose: the amount received is granted as Plan time or AI Credits, or it is returned.
  6. If we close your account other than for cause, or suspend it other than for cause and do not reinstate it before the paid period ends, the unused part of each paid period is returned pro rata. If we suspend it other than for cause and reinstate it before then, the paid period is extended by the time it was suspended. If we close or suspend it for cause (a breach of the Terms of Service or the Acceptable Use Policy by you or your users, fraud by any of you, or a suspension or closure the law requires), nothing is returned, and a payment returned under the second sentence of item 3, a payment under item 4 or 5, or the extra under item 7, is returned and does not reinstate the account.
  7. If you pay more than an order’s amount by mistake, contact support: the extra is returned, or, only if you agree, granted as Plan time or AI Credits.
  8. If, after Launch, you end your subscription under section 15.3 of the Terms of Service because we made a material change to them, the unused part of each paid period after the end date is returned pro rata, as in item 6.

When a crypto payment is returned, you get back the coins we received, in the same asset and amount (under item 6, the pro-rata part of each payment; under item 7, the extra only) and on the same network, to an address you give, and we pay the network fee, unless the law forbids the return. We grant Plan time or AI Credits instead of returning a payment only if you agree; we keep no money balance on your account. They are worth the share of the order the payment covers (under item 6, the unused share; under item 7, the extra as a share of the order’s amount): Plan time for that share of the order’s period, rounded up to whole days, or AI Credits at US$0.01 each, which expire twelve months after they are granted.

If you may need a cash refund in any other case, please pay via card (Stripe) — card refunds follow the standard mechanics documented in the section above.

For more on the crypto-payment lifecycle, see /pricing/crypto.

Relationship to SLA credits

If your refund qualifies as an SLA credit (scenario 2 above), the default is to apply it against your next invoice. SLA credits do not expire; if you cancel before the next invoice, you can request the credit out as cash. The credit amounts are in the credit table of the SLA policy.

Disputes

If we deny a refund request and you disagree, escalation:

  1. Email [email protected] with “refund dispute” in the subject line. We respond within 5 business days with the reasoning.
  2. If the dispute is over a card charge and you remain unsatisfied, you can issue a chargeback through your card issuer. We will provide documentation to the issuer; depending on the outcome we may also terminate the account for chargeback-related abuse if the underlying charge was clearly legitimate.

We do not litigate refunds — they are low-stakes enough that walking away is almost always cheaper than fighting it out. If you think we got it wrong, write to support and we’ll make it right.