This Refund & Trial Policy explains how free trials, subscription cancellations, subscription refunds, and task credit reimbursements work for Eigent's Cloud service.
1. Scope
This Policy applies only to self-serve subscriptions to Eigent's Cloud service purchased through the Eigent website.
This Policy does not apply to:
- Enterprise, Commercial License, reseller, marketplace, or custom arrangements, which are governed by the applicable agreement, Order Form, Master Services Agreement, or marketplace terms;
- open-source use of Eigent, which is governed by the applicable open-source license and involves no subscription fees;
- professional services, implementation services, or other paid services governed by a separate written agreement.
This Policy supplements the Terms of Use. Where required by applicable consumer-protection law, your statutory rights are unaffected by this Policy.
2. Free Trial
Eigent may offer a 7-day free trial so that you can evaluate Eigent Cloud before committing to a paid plan. The trial is subject to the plan features, usage limits, task limits, and credit limits shown at sign-up or on the pricing page.
Free trials may be limited to one per customer, account, organization, workspace, billing address, and/or payment method. Eigent may modify, limit, suspend, or withdraw trial offers at any time.
Unless you cancel before your 7-day free trial ends, your subscription automatically converts to the paid plan selected at checkout, and your payment method will be charged the applicable subscription fee. Paid subscriptions then renew automatically at the end of each billing period at the then-current rate until canceled.
If you cancel during the free trial, you will not be charged. Unless the checkout page or product experience states otherwise, your trial access will continue until the end of the 7-day trial period.
3. Auto-Conversion and Renewal
When you start a free trial or purchase a subscription, the checkout page will show the material subscription terms, including:
- the plan selected;
- the length of the trial, if any;
- the date and time when the trial ends;
- the amount and frequency of recurring charges after the trial or current billing period;
- how to cancel before being charged or renewed;
- any usage limits, credit limits, or other plan restrictions.
By starting a trial or purchasing a subscription, you authorize Eigent or its payment processor to charge your payment method according to the disclosed subscription terms, unless you cancel before the applicable deadline.
4. Cancellation
You may cancel your subscription at any time from your account settings or by contacting support@eigent.ai.
Cancellation stops future renewal charges. Unless otherwise stated at checkout or required by law, cancellation takes effect at the end of the current trial or billing period, and you keep access until then.
Cancellation does not automatically entitle you to a refund for the current billing period, unused time, unused credits, or partial billing periods, except as described in this Policy or required by applicable law.
5. Credits and Task Usage
Eigent may use credits to meter Cloud service usage, including Agent tasks, workflows, tool calls, or other metered operations.
For purposes of this Policy:
- Credits means the usage units included in or purchased for a plan.
- Task means a user-initiated Agent run, workflow, tool execution, or similar metered operation.
- Paid task means a task run after a trial converts to a paid subscription or otherwise using paid subscription entitlements.
- Affected task means a task that failed because of a confirmed issue eligible for credit reimbursement under this Policy.
- Usable result means an output that substantially addresses the user's request and can reasonably be used, edited, relied on, or continued from.
Credits are not cash, have no cash value, are non-transferable, and may not be redeemed for money unless expressly required by law. Credits may expire according to the plan terms, pricing page, or product limits.
6. Task Credit Reimbursements
Eigent will restore the credits consumed by an affected task when Eigent confirms that the task failed primarily because of an Eigent-controlled issue.
Eligible issues include:
- an internal platform error;
- a system crash;
- a Cloud service outage;
- an Eigent tool service failure;
- a billing, usage, or metering bug;
- an Agent stopping mid-task without producing a usable result, where the stop was not caused by user cancellation, usage limits, safety limits, or the user's instructions;
- failure caused by Eigent using the wrong platform tool;
- failure caused by an Eigent platform tool materially behaving differently from its public documentation.
When a task credit reimbursement is approved, Eigent will restore the credits consumed by the affected task. This is a credit reimbursement only and does not constitute a refund of subscription fees unless expressly stated by Eigent or required by law.
7. Issues Not Eligible for Task Credit Reimbursement
Task credits are generally not restored when the failure was caused primarily by factors outside Eigent's control.
Non-eligible issues include:
- third-party websites being unavailable, changed, blocking access, rate-limiting requests, or returning errors;
- third-party APIs, models, apps, accounts, or data sources being unavailable, inaccurate, delayed, permission-limited, or rate-limited;
- customer account permissions, credentials, billing status, workspace settings, local files, prompts, instructions, or configuration;
- customer network connectivity, device issues, browser issues, or local environment problems;
- safety, abuse-prevention, compliance, policy, or usage-limit restrictions;
- unsupported workflows or attempts to bypass product, account, safety, or usage limits;
- user cancellation, deletion, interruption, or material modification of the task while it is running;
- failure to achieve a subjective preference where the task produced a usable result.
If both Eigent-controlled and external factors contributed to a failure, Eigent may decide whether to restore all, part, or none of the affected task credits based on the circumstances.
8. Subscription Refunds After Trial Conversion
Except as required by applicable law or expressly described in this Policy, subscription fees are non-refundable. Eigent does not provide refunds or credits because a customer forgot or failed to cancel before the trial ended, before a renewal date, or before the next billing period.
8.1 Trial Cancellation
If you cancel during the free trial, you will not be charged.
Unless the checkout page or product experience states otherwise, cancellation during the trial stops conversion to a paid plan but allows you to keep trial access until the 7-day trial period ends.
8.2 First Paid Charge After Trial
If you request a refund within 48 hours after your free trial converts to a paid subscription, Eigent will provide a one-time full refund of the first subscription charge and cancel the subscription if both conditions are met:
- you have not used any paid task after conversion; and
- you have not consumed more than 100 paid credits after conversion.
This first-charge refund is available only once per customer, account, organization, workspace, billing address, and/or payment method.
8.3 High Usage After Conversion
If you request a refund within 48 hours after trial conversion but have used paid tasks or consumed more than 100 paid credits after conversion, the subscription fee is not refundable.
You may still cancel future renewals, and your paid access will continue until the end of the current billing period unless otherwise required by law or stated by Eigent.
8.4 Requests After 48 Hours but Within 7 Days
Refunds are not automatically available for requests made more than 48 hours after trial conversion, even if usage is low.
Eigent may, in its sole discretion, offer a goodwill credit, partial credit restoration, account credit, or other remedy, but Eigent is not required to do so unless required by applicable law.
8.5 Requests After 7 Days or After Clear Paid Usage
If you request a refund more than 7 days after trial conversion, after a renewal charge, or after clear paid usage, Eigent does not refund paid subscription fees.
You may cancel future renewals, and your paid access will continue until the end of the current billing period unless otherwise required by law or stated by Eigent.
9. Technical Issue Exception for Subscription Fees
If you experience a genuine technical problem with Eigent Cloud that is caused by Eigent and that Eigent is unable to resolve within a reasonable time, you may request a refund for the affected period.
Refunds under this exception are assessed case by case. Eigent may consider:
- the severity and duration of the issue;
- whether the issue materially prevented use of the Cloud service;
- whether Eigent caused the issue;
- whether Eigent provided a reasonable workaround or resolution;
- the portion of the billing period affected;
- the customer's actual usage during the affected period.
This exception does not apply to issues outside Eigent's control, including customer configuration, customer systems, customer instructions, connectivity, third-party model providers, third-party websites, third-party APIs, third-party accounts, or third-party data sources.
10. How to Request a Refund or Credit Reimbursement
To request a refund or task credit reimbursement, email support@eigent.ai from the email address associated with your account.
Please include:
- your account email;
- your workspace or organization name, if applicable;
- the invoice, charge date, or billing period, if requesting a subscription refund;
- the task ID, run ID, or relevant timestamp, if requesting task credit reimbursement;
- a clear description of the issue;
- any relevant screenshots, logs, error messages, or support ticket references.
Task credit reimbursement requests should be submitted within 14 days of the affected task. Subscription refund requests should be submitted within 30 days of the relevant charge unless a shorter eligibility window applies under this Policy.
Eigent will review available account, billing, task, usage, and system records. Eigent aims to respond within a reasonable time.
Approved cash refunds are issued to the original payment method where possible. Your bank, card issuer, or payment provider may take additional time to process the refund.
11. Abuse and Misuse
Eigent may deny refunds, credit reimbursements, trial access, or future promotional eligibility where Eigent reasonably believes there is fraud, abuse, repeated refund requests, account sharing intended to bypass limits, artificial usage, violation of the Terms of Use, or misuse of the Cloud service.
Eigent may also deny refunds or credit reimbursements where a customer creates multiple accounts, workspaces, organizations, or payment methods to obtain repeated trials, repeated first-charge refunds, or repeated credit reimbursements.
12. Changes to This Policy
Eigent may update this Policy from time to time. Material changes will be reflected by the "Last Updated" date and, where appropriate, communicated through the website, product, checkout flow, account settings, or email.
Changes apply prospectively unless otherwise stated or required by law.
13. Contact
For refund, cancellation, or billing questions, contact: