Refund Policy

Effective Date: May 20, 2026
Applicable Products: Akritai Ads Cloud (monthly volume-based SaaS; AWS Marketplace AMI and self-hosted sidecar deployments) and other Akritai subscription services defined under the Adtech product line
Payment Processor: Paddle.com Market Limited (Merchant of Record)

This page governs Akritai's refund and cancellation terms. Where a separate written agreement (Order Form or Enterprise Agreement) exists, the terms of that agreement take precedence over this policy.

1. 30-Day Money-Back Guarantee

If a new customer requests a refund within 30 days of their first paid subscription, Akritai will refund the full amount paid, no questions asked, subject to the following conditions.

  • Applies only to the customer's first initial purchase (does not apply to renewals, re-subscriptions, plan changes, or re-contracts).
  • Repeated refunds via duplicate new-customer sign-ups by the same individual or legal entity are not honored.

2. Subscription Cancellation

2.1 Monthly Plans

  • Customers may cancel at any time, effective at the next billing cycle.
  • No refund is provided for the current month's charge, and the customer retains access to the service and remaining quota through the end of the current cycle.

2.2 Annual Plans (when offered)

  • If the customer cancels an annual subscription mid-term, Akritai will refund the prepaid unused months on a pro-rata basis (calculated by the number of remaining months).
  • The same pro-rata refund applies when cancellation is due to Akritai's material breach as defined in Section 3.

3. Service Level Agreement (SLA) Remedies

The product's performance commitments are defined in the SLO/SLA Definition document.

  • Single-month SLA miss: Akritai will issue a service credit of 10% to 30% of the affected month's charge, applied to the following month's invoice. The exact percentage depends on the metric and severity of the miss.
  • Two consecutive months of SLA miss: The customer may terminate the subscription immediately without penalty, and Akritai will refund the prepaid unused balance on a pro-rata basis.

Service credits and refunds under this section must be requested within 30 days of becoming aware of the miss, following the procedure in Section 8.

4. Non-Refundable Circumstances

Refunds will not be issued for the following.

  • Consumed requests after the 30-day money-back window in Section 1
  • Enterprise contracts governed by a separately executed agreement — those terms take precedence
  • Performance variation caused by the customer's environment (e.g., NUMA multi-socket configurations or other recommendations documented in the product materials that the customer did not follow)
  • Force majeure events beyond Akritai's reasonable control
  • Termination due to the customer's breach of this policy or the Terms of Service

5. Role of the Payment Processor (Paddle)

Payments and refunds for Akritai services are processed by Paddle.com Market Limited ("Paddle") as Merchant of Record. All refunds are returned to the original payment method via Paddle, subject to Paddle's processing limits.

  • Card payments: Refundable within 120 days of the original charge
  • PayPal payments: Refundable within 179 days of the original charge

Refund requests beyond these limits cannot be processed through the payment network. Akritai may, at its discretion, provide an equivalent service credit or a deduction from the next invoice as alternative compensation.

6. EU Consumer Right of Withdrawal

EU-resident consumers may have a 14-day right of withdrawal for digital services under the EU Consumer Rights Directive. However, this product is a digital service that commences immediately upon payment, and by paying for the subscription the customer consents to immediate commencement, which may extinguish the EU right of withdrawal.

Notwithstanding this section, Akritai applies the 30-day money-back guarantee in Section 1 to EU consumers as a more favorable alternative.

7. B2B Nature of the Service

This product is primarily intended for business customers (DSPs, SSPs, and similar enterprises). Refunds for B2B customers are governed by this policy and any separately executed Order Form or Enterprise Agreement. Statutory consumer-protection rights of withdrawal generally do not apply to B2B purchases.

8. How to Request a Refund

  1. Channel: Email jspark@akritai.com
  2. Required information: Subscription ID, payment receipt number, reason for the request, and the email address to receive our reply
  3. Response time: Akritai responds within five business days
  4. Processing: Approved refunds are processed through Paddle to the original payment method within 5–10 business days

9. Changes to This Policy

Akritai may update this policy in response to changes in applicable law, payment network rules, or product offering. Updated terms take effect upon being posted to this page. Existing subscribers will be notified by email at least 14 days before any change takes effect.

10. Contact

  • Refund and cancellation inquiries: jspark@akritai.com
  • General billing inquiries: jspark@akritai.com
  • Operator: Akritai Inc.