Plain terms, and a person answers. Questions about how we work, bill or keep your data: write to us.

Legal

Cancellation and refund policy

Last updated October 24, 2026

This policy covers the Pro plans (Starter, Team and Business), extra seats, and anything else bought in the console from Ductile AI Inc. ("Ductile AI", "we", "us"). An Enterprise agreement signed with us follows that agreement. It is part of our Terms of Service.

Who you buy from

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle takes the payment, adds the sales tax or VAT that applies where you are, and sends your receipts and invoices.

Cancelling your subscription

  • Cancel any time from Settings > Billing & plan > Cancel subscription. An organization admin can do it; no call or email is needed.
  • The cancellation takes effect at the end of the period you have already paid for, monthly or yearly. You keep your plan, its seats and its credits until then, and you are not charged again.
  • Changed your mind? Choose Keep subscription on the same page any time before the period ends, and nothing changes.
  • When the period ends, the organization moves to the Free plan. Nothing is deleted: your business processes, jobs, connections and data stay where they are. The Free plan's limits apply from then on, including 30 days of run history, so older run history ages out.

Changing your plan

  • You can move between Starter, Team and Business, switch between monthly and yearly billing, or change your seats at any time, and you see the cost before you confirm.
  • Moving up or adding seats takes effect straight away and is charged for the rest of the current period.
  • Moving down or removing seats also takes effect straight away; the unused part of what you paid is credited against your next payments.

Refunds

  • 30-day money-back guarantee. If Ductile AI is not right for you, ask within 30 days of your first payment for a plan and we refund that payment in full, for any reason.
  • Renewals. Ask within 14 days of a renewal payment, monthly or yearly, and we refund that renewal in full.
  • Plan changes and seats. Ask within 14 days of a charge for moving up or adding seats, and we refund that charge.
  • Billing mistakes. A duplicate charge, a charge after your cancellation took effect, or a wrong amount is always refunded in full, whenever you or we find it.
  • When we refund a plan payment in full, we end that subscription at the same time and the organization moves to the Free plan, with nothing deleted. A partial refund leaves your plan as it is.
  • Outside these windows we do not refund the unused part of a period, but cancelling stops any further charge and you keep the plan until the period you paid for ends.
  • Refunds go back to the card or account you paid with, including the tax you paid. Paddle sends them as soon as they are approved; your bank usually shows them within 5 to 10 business days.

Nothing in this policy takes away rights you have under the law where you live, such as the right some consumers have to withdraw from a purchase within 14 days.

How to ask for a refund

Email hello@ductileai.com from the address you sign in with, and tell us the organization and the payment (its date and amount, or the number on your receipt), and we will get back to you as soon as we can. You can also ask Paddle directly through the link in your receipt email or at paddle.net.

If a payment fails

Paddle tries the payment again over the following days, and Settings > Billing & plan asks you to update your card. Your plan carries on to the end of the period you have paid for. If the payment still cannot be taken, the subscription ends and the organization moves to the Free plan, with nothing deleted.

Disputes

If something on your statement looks wrong, please talk to us first at hello@ductileai.com: a billing problem is usually fixed faster that way than through a bank dispute, which Paddle then has to answer.

Changes to this policy

If we change this policy we update this page and the date at the top. A change never applies to a payment made before it.