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Refund Policy

Refund eligibility, timing, card refund mechanics, the non-refundable posture on crypto payments, prorated downgrades, and the SLA-credit relationship.

Driftstack — Refund Policy

Version: 1.0 · Effective: 2026-05-11

This Refund Policy explains how Driftstack issues refunds for paid Subscriptions and one-off charges. It is incorporated into the Terms of Service by reference; section 8.7 of the Terms is the binding contractual statement and this policy expands on the operational mechanics.

When you can get a refund

Refunds are issued in four scenarios:

  1. Failed delivery. A charge succeeded but the corresponding feature was not made available to your account (e.g. the subscription tier didn’t flip). Driftstack refunds the full amount automatically once detected; you do not need to request it.
  2. Service failure attributable to Driftstack. Where Driftstack was unavailable beyond the SLA target for the billing cycle and the failure is not the customer’s fault. Refund is processed as either an SLA credit (default — applied against the next invoice) or, on request, a cash refund net of any already-redeemed SLA credit. See section 8.7 of the Terms for the precise math.
  3. Within 14 days of first paid charge, no usage. If you signed up, paid, and have not yet initiated a Session, you can request a full refund within 14 days. This is a discretionary policy, not a statutory right; we extend it because we’d rather you walk away happy than be stuck paying for something you didn’t use.
  4. Mistaken duplicate charge. Where Stripe / NowPayments issues a duplicate charge for the same Subscription period, we refund the duplicate.

We do not issue refunds in these scenarios:

  • Mid-cycle cancellation of a monthly Subscription. The remainder of the cycle stays active; the next renewal is cancelled.
  • Tier downgrade. The downgrade takes effect at the next renewal; no proration is issued for the unused portion of the current tier.
  • Usage that exceeded customer expectations (e.g. LLM-bundled spend). We surface estimated cost in the billing dashboard so you can shape usage before the next cycle.

How refunds work — card payments (Stripe)

  1. You request the refund by emailing [email protected] (or via the support button in your dashboard).
  2. We confirm eligibility and issue the refund through Stripe.
  3. Stripe returns the funds to the original payment method. Timing: typically 5–10 business days, depending on your card issuer.
  4. Your account is debited the refunded portion if you have an active Subscription affected by the refund.

Crypto payments are non-refundable

Crypto payments at Driftstack are non-refundable. Once a crypto payment settles on-chain it is committed for the billing period it covers. This is the standard B2B SaaS posture; the rationale is:

  • Settlement irreversibility. Crypto transfers are final once the network confirms them. We have no operational lever to claw back a confirmed payment, only to send a fresh outbound transfer — which introduces price-movement risk for both parties and network-fee waste.
  • Fraud + abuse asymmetry. Card refunds rely on the issuer to reverse a charge if the cardholder disputes; that escalation path doesn’t exist for crypto. Allowing crypto refunds at customer request would create a one-way return-policy attack surface.
  • Operational simplicity. A non-refundable crypto policy keeps the support pipeline narrow + lets us price the crypto path competitively (we don’t carry a refund-loss reserve into the unit economics).

What this means practically:

  1. You can cancel your subscription anytime through the standard self-serve flow. Cancellation stops the next billing period’s payment-request mint; it does not refund the current period.
  2. The current billing period continues to be honoured until its end — you retain full access to the tier you paid for.
  3. If you accidentally pay twice for the same period, that is a reconciliation question — contact support; we’ll credit the duplicate against your next renewal rather than refund it on-chain.
  4. If a payment lands but the service fails to provision (scenario 1, “failed delivery”), the service-failure remedy applies: we re-provision the entitlement, no refund mechanics needed.

If your situation needs an actual cash refund, please pay via card (Stripe) — card refunds follow the standard mechanics documented in the section above.

For more on the crypto-payment lifecycle, see /pricing/crypto.

Relationship to SLA credits

If your refund qualifies as an SLA credit (scenario 2 above), the default is to apply it against your next invoice. SLA credits do not expire; if you cancel before the next invoice, you can request the credit out as cash. See section 8.7 of the Terms for the exact calculation methodology.

Disputes

If we deny a refund request and you disagree, escalation:

  1. Email [email protected] with “refund dispute” in the subject line. We respond within 5 business days with the reasoning.
  2. If the dispute is over a card charge and you remain unsatisfied, you can issue a chargeback through your card issuer. We will provide documentation to the issuer; depending on the outcome we may also terminate the account for chargeback-related abuse if the underlying charge was clearly legitimate.

We do not litigate refunds — they are low-stakes enough that walking away is almost always cheaper than fighting it out. If you think we got it wrong, write to support and we’ll make it right.

Changes to this policy

We may update this Refund Policy from time to time. The version header above tracks the current version; prior versions are kept in the legal repository for reference. Material changes are notified by email to active Customers at least 30 days before the new version takes effect.