1. Overview
HyperTrail is a usage-based SaaS platform for data integration, entity management, and AI-powered automation. This refund policy applies to all subscription plans and usage charges billed through Stripe or AWS Marketplace.
2. Subscription Plans
Monthly Subscriptions (Starter, Growth, Scale, Enterprise)
- You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period.
- Monthly platform fees are non-refundable for the current billing period.
- You will retain full access to the platform until the end of the period.
- You may downgrade your plan at any time and the new rate takes effect at the start of the next billing period.
Enterprise Contracts
- Enterprise contracts are governed by the terms of the individual agreement.
- Early termination terms, if applicable, are specified in the contract.
- Refunds for enterprise contracts are handled on a case-by-case basis.
AWS Marketplace Subscriptions
- Subscriptions purchased through AWS Marketplace are subject to this policy and any applicable AWS Marketplace terms.
- Cancellations are processed through AWS Marketplace and take effect at the end of the current billing period.
3. Usage-Based Charges
Usage-based charges (AI tokens, connector compute, entity ingestion, entity storage, and S3 uploads) are billed based on actual consumption and are non-refundable once incurred.
Billing Errors
If you believe you have been incorrectly charged, contact support@hypertrail.ai within 30 days of the charge with details of the suspected error. We will investigate and, if confirmed, issue a credit or refund within 10 business days.
Service Outages
If a verified platform outage causes you to incur charges for failed or incomplete operations, we will issue a service credit for usage charges directly attributable to the outage. Credits are applied to your next billing cycle and are not redeemable for cash. Requests must be submitted within 14 days of the incident.
4. Free Trial and Sandbox
The sandbox tier does not include a monthly platform fee. Usage-based charges (AI tokens, connector compute, entity ingestion, entity storage, and S3 uploads) apply at standard pay-as-you-go rates. The same refund and billing error policies described in Section 3 apply to sandbox usage charges.
5. How to Request a Refund
Email support@hypertrail.ai with subject "Refund Request [Your Organization Name]" and include your Organization ID, billing period, amount in question, and reason for the request. We aim to respond within 3 business days.
6. Refund Processing
- Stripe payments are refunded to the original payment method within 5–10 business days.
- Invoice payments are credited to the next invoice or refunded via the original payment method.
- AWS Marketplace refunds are processed through AWS billing.
7. Exceptions
HyperTrail reserves the right to deny refund requests in cases of abuse of the refund policy, violation of our Terms of Service, or usage that significantly exceeds normal patterns prior to a cancellation or refund request.
8. Changes to This Policy
We may update this refund policy from time to time. Changes will be posted on our website and take effect immediately upon posting. Continued use of the platform constitutes acceptance of the updated policy.