rocketkind
Legal

Refund & Cancellation Policy

When a RocketKind purchase can be refunded, how to cancel a plan, and what happens to credits and to your account when you do.

Last updated
Operator
RAIA Platforms, Inc.
Contact
[email protected]

1. In short

RocketKind is prepaid: a monthly plan grants credits, credit packs add more, and the Service spends them as it runs work for you. Purchases (plan fees, credit packs and automatic top-ups) are non-refundable, except where the law requires a refund. We make two exceptions. A duplicate or additional charge made in error, such as the same pack charged twice or a charge after your cancellation took effect, is refunded when you report it to [email protected] within 30 days of the charge. And if we terminate the Service or close your account for convenience, not for your breach, non-payment or a legal requirement, we refund the unused purchased credits on the account (not trial, promotional or plan credits). Apart from those two exceptions and the withdrawal rights in section 5, unused credits are not refunded when you cancel, when your account is deactivated because it has no plan, or when we suspend or terminate for breach. You can cancel your plan at any time, and it ends at the close of the billing period you have already paid for.

If you use RocketKind as an individual, you can withdraw from your plan, on the Billing page or by email, within 14 days of your first plan payment and while the plan is active, once per account: the plan ends at once and we refund the unused share of each plan payment made in those days. If you live in the European Economic Area or the United Kingdom, you can also withdraw by email from a credit pack within 14 days of buying it, and from each new plan contract; we refund the unused share (section 5).

This policy is part of our Terms of Service, which describe the trial, plans, credits and payment in full.

2. Plans and cancellation

  • After a new account's trial, running new work needs an active plan: a monthly subscription that grants a stated number of credits each month for a stated monthly price, and renews automatically every month until you cancel. The plans available to you, their prices and their credit allowances are shown in the Service and before you subscribe. Where we accept a promotion code on a plan, the discount lowers the price and never changes the credits the plan grants.
  • Cancel at any time in the billing portal, opened from the Service. Cancellation takes effect at the end of the current billing period: you keep the plan and its credits until then, and you are not charged again.
  • The charge for the current period is not refunded, in full or in part, when you cancel; the exceptions are a withdrawal under section 5 and a charge made in error (section 7). Plan credits are granted for one period and expire at its end; they do not roll over, and are not refunded or paid out.
  • If you move to a higher plan mid-period, the extra credits for the share of the period left are granted at once and charged at the prorated price; if you move to a lower plan, no further credits are granted until the next period.
  • An organization's daily organization and member fees, charged in credits while its plan is active for each member beyond the number included, are use of the Service like any other and are not refunded.

3. An account without a plan

Once a cancellation takes effect, a renewal payment fails, or the trial ends with no plan chosen, new work is refused; your data stays readable and exportable from the Service. If the account still has no active plan 30 days after its trial or plan ended, we deactivate it, after warning you by email: nobody can sign in to it any more, and its content is deleted as the Terms of Service describe for a closed account. Choosing a plan at any time before the deactivation keeps the account open. Deactivation is not a termination for convenience: purchased credits still on the account are not refunded, apart from an EEA or UK consumer's withdrawal from a credit pack (section 5). Export what you need before then.

4. Credit packs and automatic top-up

  • A credit pack, paid by card through Stripe Checkout while your plan is active, adds credits to your organization's or your personal workspace's balance at once. The price of a credit, the minimum purchase and any bonus credits a larger pack carries are shown in the Service, on its Billing page and before you pay; they may change, and a change applies to purchases made after it.
  • Credit packs are non-refundable once the credits are granted, whether or not they have been used, except as described under Billing errors and duplicate charges, under Withdrawing from a plan or a credit pack for consumers in the EEA and the UK, or where applicable consumer law gives you a right to a refund that cannot be waived.
  • Purchased credits expire a stated period after purchase; the period is shown in the Service when you buy. Expired credits are not refunded or restored.
  • A refund of a pack takes back the credits it granted, and the bonus credits that came with it in the same share.
  • An automatic top-up you enabled is a purchase you authorized: it is charged to your saved card when your balance falls below the threshold you set, and it follows the same rules. It runs only while your plan is active and is paused without one. You can change the amount or the threshold, or turn it off, at any time; after a number of failed charges in a row, shown in the Service, we switch it off for you.
  • Unused credits are not paid out when you close your account or stop using the Service. They remain available until they expire, so long as the account stays open.

5. Withdrawing from a plan or a credit pack

This section applies if you use RocketKind as an individual, for your own personal purposes. An organization has no right of withdrawal. Nothing in this policy limits a right you have under the mandatory consumer law of the country where you live.

Your plan: every individual, once

  • Wherever you live, you can withdraw from your plan within 14 days of your first plan payment, while your plan is active. Your first plan payment is the first plan charge that took money from your card; a period paid entirely by a promotion code, or by a balance already on your billing account, is not a payment.
  • You do it yourself, on the Billing page in the Service (if the Service cannot complete it there, email us instead). You can also withdraw by emailing [email protected] from your account's email address, so we can find your account, before the 14 days end; we process it the same way.
  • Your plan ends at once and does not renew. We refund the unused share of each plan payment you made in those 14 days: for each payment, the same share of it as the share of its credits you have not used, rounded down to the cent. For example, if you had used a quarter of the credits a payment granted, we refund three quarters of that payment. The refund goes to the original payment method within 14 days of your withdrawal; we issue it at once, and your bank or card issuer decides when it appears.
  • When you subscribe you ask us, in the checkout, to make the credits available and start providing the Service at once, and you acknowledge that what you use before you withdraw is paid for in proportion: the refund covers only the unused share. The unused plan credits are removed from your balance.
  • This is our offer to every individual, once per account, for the first plan you pay for. A renewal or a plan change does not open a new window (an upgrade paid inside the window is refunded with the rest); after the window, you cancel instead (section 2).
  • If you live in the European Economic Area or the United Kingdom, you also have the statutory right to withdraw from each new plan contract, meaning a plan you take out after an earlier plan ended, within 14 days of taking it out: email us as above, and we refund the unused share in the same way. A renewal or a plan change is not a new contract.
  • Your account stays open. Credit packs you bought stay on your balance, your data stays readable and exportable, and you can choose a plan again at any time. Until you do, section 3 applies.

Credit packs: EEA and UK consumers

  • If you live in the European Economic Area or the United Kingdom, you can withdraw from a credit pack purchase, including an automatic top-up, within 14 days of the day you made it, without giving a reason.
  • To do so, write to [email protected] from your account's email address, so we can find your account, saying that you withdraw and giving the date and amount of the purchase. Any clear statement counts; sending it before the 14 days end is enough.
  • The credits are available the moment you buy them. When you buy a pack you ask us, in the checkout, to make the credits available and start providing the Service at once, and you acknowledge that what you use before you withdraw is paid for in proportion: credits you have already spent are not refunded. We refund the unused credits from that purchase, at the price you paid, to the original payment method within 14 days of your withdrawal, and remove them, with their share of any bonus, from your balance.
  • After the 14 days, the purchase is non-refundable as stated under Credit packs and automatic top-up.

Trial and promotional credits are free and have no cash value, so there is nothing to withdraw from or refund.

Model withdrawal form

You can use this form to withdraw by email, but you do not have to: any clear statement that you withdraw, sent before the days above end, is enough.

To RAIA Platforms, Inc., 1111B S Governors Ave, Suite 88189, Dover, DE 19904, US, [email protected]:
I hereby give notice that I withdraw from my contract for the provision of the following service: [your plan, or the credit pack and its amount]
Ordered on: [date]
Name of consumer: [your name]
Address of consumer: [your address]
Email address of your account: [email]
Date: [date]

6. Trial and promotional credits

A new account receives trial credits, which expire at the end of a trial period. The amount and the period are shown in the Service when they are granted. Trial credits, and any promotional credits we grant, have no cash value: they cannot be refunded, transferred, exchanged or paid out, and we may withdraw them if they were obtained by abuse. When the trial ends, new work needs a plan (section 2).

7. Billing errors and duplicate charges

If the same purchase was charged twice, or a charge was made after your cancellation took effect, or you were otherwise charged in error, write to [email protected] within 30 days of the charge with the organization name (or, for an individual account, your account's email address) and the date and amount of the charge. We investigate and, where the charge was a duplicate or made in error, refund it to the original payment method; how soon it appears depends on your card issuer. A charge that was correct when made is not refunded, apart from the two exceptions stated in In short and a withdrawal under section 5.

A refund reverses the credits the payment granted, any bonus credits included. If those credits have already been spent, we deduct the amount from your remaining balance; if the balance cannot cover it, new work is refused until it is settled.

8. Chargebacks

Please contact us before disputing a charge with your card issuer; most problems are quicker to resolve directly. When a dispute is opened, the credits the disputed payment granted, any bonus credits included, are reversed; if they have already been spent, your balance goes negative and new metered work is refused until it is settled. If the dispute is resolved in your favour, the credits are restored.

9. Contract customers

An organization on a contract agreed with our sales team is billed as that agreement says, and its payment and refund terms control over this policy; the trial, plans, credit packs, automatic top-up, organization fees and deactivation above do not apply to it.

10. Contact

Billing questions and refund requests: [email protected].