Billing, cancellation and refunds

This page explains the billing terms of the Terms of Service. If anything here differs from the Terms of Service, or from a Cloud Services Agreement or Order Form the customer has signed, that agreement applies. Tulparus is sold to organisations, not to consumers.

Free trial

A new organisation starts on a free trial (Terms of Service, section 6.1). No payment method is needed for the trial and nothing is charged when it ends. When the trial ends, the organisation becomes read-only until an administrator chooses a paid plan.

Subscriptions and renewal

A plan is paid in advance for each period, monthly or yearly, at the price and in the currency shown at checkout. Taxes are added where they apply. Payments are processed by Stripe.

A subscription renews automatically for the same period until it is cancelled. The next renewal date is shown in Settings, Billing. We announce a price change at least 30 days before the renewal it applies to; it never changes the current period.

Added seats are charged pro rata for the rest of the current period. Overage beyond the included credits is billed after the period, up to the cap the organisation sets.

Cancellation

An administrator can cancel at any time in Settings, Billing. The cancellation takes effect at the end of the current paid period, and the organisation keeps full use of Tulparus until then. Nothing more is charged after that date, except overage already used.

Cancelling does not refund the unused part of the current period. Seat reductions and plan downgrades also take effect at the end of the period.

After the subscription ends, the organisation is read-only for 90 days so its data can be exported, and choosing a plan again restores it as it was (section 6.1).

Refunds

Fees are non-refundable, except in these cases:

• A charge made in error. A duplicate charge, a wrong amount, or a charge after a cancellation took effect is refunded in full. Tell us within 60 days of the charge (section 10.10).
• Where the Terms of Service give a refund. Prepaid fees for the rest of the period are refunded if the customer rejects a material change to the Terms (section 22.1), objects to a new sub-processor and we cannot resolve the objection (section 16.2), or ends the subscription because the Service does not perform as described and we cannot fix it within 30 days (section 17.2). The same applies if we discontinue the Service (section 20), stop it because of an infringement claim (section 19.1), or force majeure prevents its use for more than 30 days (section 24.4). Unused purchased credit packs are then refunded pro rata.
• Where the law requires a refund.

Credits have no cash value. A refund includes the tax charged on the refunded amount.

Asking for a refund

Email [email protected] from an administrator's address with the organisation's workspace address and the invoice number. An approved refund goes to the payment method that was charged; card refunds usually appear within 5 to 10 business days.

Before disputing a charge with a bank or card issuer, contact us and allow us 15 days to resolve it. While a dispute is open we may pause new purchases and plan changes; the rest of Tulparus keeps working (section 10.12).

Failed payments

If a payment fails, we notify the administrators and retry. If it is not paid within 14 days of the notice, the organisation becomes read-only until it is paid (section 10.9).