Refunds & Cancellation

Summary

Prism is a usage-based AI proxy with three product tiers. Refund eligibility depends on what you bought:

• Pay-as-you-go balance: unused funds refundable within 90 days of the last top-up.
• Pro tier ($19, 30 days): refundable within 7 days of purchase if no API calls have been made.
• Team tier ($49/month subscription): cancel anytime; access continues through the end of the period you've already paid for. No prorated refunds for partial months.
• Always refundable: duplicate charges and provable billing errors.

Pay-as-you-go balance (top-ups)

When you top up your Prism balance, the funds sit in your account and are deducted per API call (provider cost plus mode-based markup). Unused balance is refundable upon request within 90 days of the last top-up. After 90 days, the balance remains usable in your account but is non-refundable.

We refund only the unused portion of the balance. Funds already consumed by API calls cannot be refunded — those tokens were billed to upstream providers (Anthropic, OpenAI, Google) and the cost was passed through to you per our pricing.

Pro tier ($19 for 30 days)

Pro is a one-time payment that unlocks the Pro feature set for 30 days. We refund Pro purchases within 7 days of the transaction, but only if no API calls have been made on the account during the Pro period. Once you've used the service, the Pro purchase is non-refundable.

If you renew Pro before the prior period expires, the new period stacks onto the existing one. Refund eligibility on a renewal follows the same 7-day, zero-usage rule applied to the renewal payment specifically.

Team tier ($49/month subscription)

Team is a monthly auto-renewing subscription billed through Razorpay (India) or Paddle (international). You can cancel at any time from your dashboard. When you cancel:

• Your access continues through the end of the period you've already paid for.
• No further charges will be made.
• We do not refund partial months — what you've paid covers the full current period.

If your renewal payment fails (declined card, etc.), the subscription enters a grace period during which we retry; if all retries fail your subscription is halted and access reverts to the Free tier. You can re-subscribe at any time.

First-payment exceptions: if you subscribe and want a refund within 7 days of the first charge with no API calls made during the period, contact us and we'll process a full refund of that first payment. This applies only to the initial subscription, not to renewal payments.

Billing errors and duplicate charges

Mistakes happen — duplicate charges, incorrect amounts, or any technical billing error are always refundable in full, regardless of time elapsed. Contact us with your account email and the transaction ID; we'll investigate and process the refund within 5 business days.

What's never refundable

• API usage that has already been served — tokens that passed through to provider models are non-recoverable.
• Pro periods or subscription months during which you made any API calls (except billing errors).
• Payment processing fees charged by the payment gateway (Razorpay or Paddle) on the original transaction — these are typically absorbed by us, but if charged on a refund, that portion is not recoverable.

Service disruptions

Prism does not offer a formal uptime SLA at this stage. If a sustained outage on our side meaningfully prevents you from using the service, contact us — we'll evaluate case by case and may issue an account credit or a partial refund at our discretion. Outages caused by upstream providers (e.g., Anthropic or OpenAI being down) are not Prism outages; our automatic failover is designed to minimize their impact.

How to request a refund

Email support@ssimplifi.com with:

• The account email associated with the purchase.
• The transaction or payment ID (visible in your dashboard payment history).
• A brief reason for the refund.

Or use the in-product support form (the help button at the bottom-right of every dashboard page). We'll respond within 2 business days. Approved refunds are processed to the original payment method within 5–10 business days, depending on the payment provider's settlement window.

Payment providers

We process payments through two providers depending on your location:

• Razorpay for customers paying with Indian-issued cards or UPI.
• Paddle for international customers. Paddle is our Merchant of Record for non-India transactions and handles VAT / sales tax compliance.

Refund requests for either provider come to us first; we then process the refund through whichever provider handled your original payment. You don't need to contact Razorpay or Paddle directly.

Changes to this policy

We may update this policy from time to time. Material changes will be communicated by email to active account holders at least 30 days before they take effect. Continued use of the service after the effective date constitutes acceptance.

Contact

Refund requests: support@ssimplifi.com

Billing disputes or legal questions about this policy: legal@ssimplifi.ai