CloudAgents Business Policies
Last Updated: [Month Day, Year]
Merchant: 12783185 Canada Inc.
Returns Policy
CloudAgents (12783185 Canada Inc.) does not sell physical goods.
Because our products are digital services (hosted infrastructure and API access), there is no return process for shipped items.
If you have an issue with your subscription or believe you were charged in error, please review our Refund & Dispute Policy below and contact support at [email protected]
Refund & Dispute Policy
What we sell
CloudAgents provides:
- Subscription hosting for an OpenClaw agent runtime (hosted compute + deployment support)
- Optional blockchain data access via API key ("Wayfinder Data API")
Refund eligibility
Monthly subscriptions
If you cancel, your subscription remains active until the end of the current billing period. Refunds are available only under the conditions below:
- First-time customers: If you request a refund within 7 calendar days of your first paid invoice and you are not banned, we will refund the subscription charge for that first invoice.
- Service failure: If we fail to provision your instance within [X hours / 1 business day] after payment and cannot resolve it, you may request a full refund for that invoice.
- Duplicate/incorrect charge: We will correct billing errors promptly after verification.
Annual subscriptions
Annual plans may be refunded within 14 calendar days of initial purchase (first-time customers only), provided the service is not being actively used at scale.
After that period, annual plans are generally non-refundable, but we may offer pro-rated credits at our discretion for exceptional cases (e.g., prolonged downtime).
What is not refundable
- Usage-based overages (if applicable)
- Taxes (where required by law and non-refundable)
- Issues caused by customer configuration, third-party outages, or unsupported modifications to open-source software
- "Change of mind" requests outside the refund window
How to request a refund
Email: [email protected]
Include:
- The email on your account
- Invoice ID (or date/amount)
- Reason for the request
We typically respond within 1–2 business days. Approved refunds are returned to the original payment method.
Disputes / chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it quickly.
If a chargeback is filed:
- We may provide the payment processor with records that demonstrate service delivery (e.g., provisioning timestamps, account access logs, and subscription status).
- We may suspend the associated account while the dispute is under review to prevent further billing confusion.
Cancellation Policy
How to cancel
You can cancel at any time by:
- Navigating to Account → Billing → Cancel Subscription, or
- Contacting support at [email protected] from the email associated with your account
When cancellation takes effect
- Monthly plans: Cancellation stops renewal. Your service continues until the end of the current billing cycle.
- Annual plans: Cancellation takes effect at the end of the current annual term, unless otherwise stated in writing.
Access after cancellation
After your billing period ends:
- Your hosted instance is deactivated.
- Your Wayfinder Data API key may be disabled.
Data retention and deletion
We retain instance data for 30 days after deactivation to allow export or reactivation (unless legally required to retain longer or delete sooner).
After the retention window, data may be permanently deleted.
Reactivation
You may reactivate within the retention window by resubscribing. Reactivation may not always restore prior data if deletion has already occurred.