Refund policy

Contents

• 1. Scope
• 2. Plans and billing periods
• 3. Free trial
• 4. Cancelling a subscription
• 5. Enterprise commitment
• 6. No automatic refunds
• 7. Plan and seat changes
• 8. Pausing a monthly subscription
• 9. Metered usage
• 10. Failed payments and suspension
• 11. Discretionary credits
• 12. Taxes
• 13. Your statutory rights
• 14. Changes to this policy
• 15. Contact

1. Scope

This policy explains how cancellation, refunds, and credits work for paid subscriptions to TOVIO Cloud, the hosted commercial service operated by Tovio, LLC, and for the metered usage charges billed with those subscriptions. All TOVIO Cloud charges are billed in US dollars and processed by our payment processor, Stripe.

This policy does not cover the TOVIO client software (the CLI, desktop app, IDE extensions, MCP server, and SDKs), which is open source under the Apache License 2.0 and has no charge. The Free plan has no charge, so there is nothing to refund on it.

This policy expands on the Payments and billing section of our Terms of Service. If you have a separate written agreement with Tovio, LLC, such as an Order Form, the order of precedence in the Terms of Service decides which terms apply.

Production checkout is not open yet, so no paid TOVIO Cloud subscription can be purchased today. The rules on this page are the ones we intend to apply once checkout opens.

2. Plans and billing periods

The plans below come from our launch pricing catalog. The Pricing page and the Billing FAQ describe what each plan includes.

Paid subscriptions renew automatically at the end of each billing period until they are cancelled. Paid plans can also create metered usage charges, described in section 9.

Annual billing and the Enterprise commitment will also require a separate, versioned annual commitment agreement that you accept at checkout. Accepting the Terms of Service alone will not be enough for those purchases.

3. Free trial

The Business plan includes a 14-day free trial. You do not need to provide a payment method to start it. The trial is offered only on the Business plan, once per account and once per organization. Starting a Business checkout uses up the trial for that account and organization even if you do not complete it; a later Business checkout by the same account or organization starts paid and requires a payment method.

Every other paid plan starts paid and requires a payment method at checkout. Enterprise has no free trial.

If a Business trial ends and the subscription has not been paid, the organization is treated like one with an unpaid balance: paid service is refused, and the subscription is suspended 14 days after the trial ended. See section 10.

4. Cancelling a subscription

How to cancel

You cancel a subscription from the Billing page for your organization in TOVIO Cloud. Members with the Owner or Billing role manage billing for an organization. The payment portal reached from the Billing page is limited to your payment card, invoices, and customer details; subscriptions cannot be cancelled or changed there.

When cancellation takes effect

For Personal and Business subscriptions, cancellation takes effect at the end of your current billing period, which is your next monthly or yearly renewal date. You keep the service you have paid for until then, and you are not charged for the next period.

For Enterprise subscriptions, cancellation takes effect at the end of the 12-month commitment, not at the end of the current monthly invoice period. See section 5.

Cancelling stops future charges. It does not return any amount for the period you are in.

Changing your mind

You can withdraw a scheduled cancellation from the Billing page at any time until it takes effect, and the subscription then continues as before. Once a cancellation has taken effect, it cannot be withdrawn; to subscribe again, your organization has to check out again.

After cancellation takes effect

When a cancellation takes effect, paid service for the organization ends. The organization does not move to the Free plan automatically; to use the Free plan, the organization must select it.

Before your cancellation takes effect, you can retrieve your repositories with the TOVIO client software, as described in the Data retrieval and deletion on termination section of the Terms of Service.

5. Enterprise commitment

Enterprise is sold as a 12-month commitment. It is invoiced monthly, and monthly invoicing does not shorten the commitment.

If you cancel an Enterprise subscription, the cancellation is scheduled for the end of the 12-month commitment. Monthly invoices continue until that date, and no refund is issued for the remaining months of the commitment or for any month already invoiced. Enterprise plans run for a strict 12-month term and are non-refundable.

Enterprise subscriptions and the Enterprise dedicated add-on are not yet available for purchase.

6. No automatic refunds

We do not issue automatic refunds. In particular, we do not refund:

• Partial billing periods, including the rest of a month or year after you cancel.
• Unused time, including time in a period during which you did not use the service.
• A renewal charge for a subscription that was not cancelled before it renewed.
• Seats you remove during a billing period.
• The difference in price when you move to a lower plan.
• Metered usage that has already been measured and charged.
• Any Enterprise charge.

There is no option to cancel a subscription immediately in exchange for a refund. Credits outside these rules are at our discretion, as described in section 11.

7. Plan and seat changes

Seats

A seat is an active human member of your organization. Seat increases take effect immediately and are prorated for the rest of the current billing period.

Seat reductions apply at your next renewal. The lower seat count is billed from your next invoice, and removing seats does not produce a credit or refund for the current period.

Changing plans

Personal and Business subscriptions change plan from the Billing page. An upgrade applies immediately and is prorated. A move to a lower plan applies at your next renewal, so no credit or refund is issued for the current period.

Switching an existing subscription between monthly and yearly billing is not offered. To change billing period, cancel so that the subscription ends at your renewal, then check out again with the billing period you want.

8. Pausing a monthly subscription

A subscription on monthly billing can be paused from the Billing page for whole billing periods, up to 90 days at a time. You are not charged for the billing periods a pause covers. During a pause, reads, clones, and pulls continue under your plan's allowances, while pushes, agent sessions, and CI runs wait until billing resumes on the date you chose, or earlier if you resume the subscription sooner. A pause does not refund a period you have already paid for.

Subscriptions on yearly billing cannot be paused this way, and Enterprise subscriptions cannot be paused from the Billing page.

9. Metered usage

Paid plans include usage allowances. Usage above an allowance is charged at these rates:

• Storage: $0.15 per GB-month, measured as the daily average over the usage window.
• Agent sessions: $0.02 per admitted agent session.
• Hosted CI: $0.004 per CI-minute. Hosted CI is not running yet, so no CI-minutes are being metered or charged.

Usage windows follow your subscription's monthly anniversary in UTC. Usage is settled once per window and billed through Stripe in whole US cents. Usage charges are for usage that has already happened and are not refunded automatically. If you believe a usage charge is wrong, contact us as described in section 11.

10. Failed payments and suspension

If a payment for your subscription fails, the subscription becomes past due and TOVIO Cloud refuses operations that require an active paid subscription. If the outstanding amount is still unpaid 14 days after the most recent failed payment attempt, the subscription is suspended. You can pay at any time, for example by updating your payment card in the payment portal reached from the Billing page.

While a subscription is past due or suspended, TOVIO Cloud refuses operations that require an active paid subscription. When the outstanding invoice is paid, the subscription returns to active automatically.

Suspension for non-payment does not create a refund.

11. Discretionary credits

Outside the rules above, Tovio, LLC may, at its sole discretion, issue a credit. A credit never exceeds the total amount you were charged. Asking for a credit does not oblige us to issue one.

To ask for a credit, or to tell us that you believe a charge is wrong, email legal@tovio.dev. Include your organization name, the invoice or charge concerned, and the reason for your request.

If we cannot resolve a disagreement about a charge informally, the dispute resolution process in the Terms of Service applies.

12. Taxes

Checkout uses Stripe's automatic tax calculation. It requires a billing address and lets you provide a tax ID. Paid service starts only after we have verified the customer details and the tax calculation from checkout.

13. Your statutory rights

Nothing in this policy limits or excludes any right you have under consumer protection laws that apply to you and that cannot be limited or excluded by agreement. If such a law gives you a right to cancel a purchase or to receive a refund, this policy does not take that right away.

If you believe such a right applies to you, email legal@tovio.dev.

14. Changes to this policy

We may update this policy from time to time. If we make material changes, we will give notice as described in the Changes to terms section of the Terms of Service before the changes take effect. The date at the top of this page shows when it was last updated.

When you check out, you accept the Terms of Service, and the versions of the terms and related agreements you accepted are recorded with your subscription.

15. Contact

• Refunds, credits, and charge disputes: legal@tovio.dev
• Personal data and deletion requests: privacy@tovio.dev (see our Privacy policy)
• Mailing address: Tovio, LLC, 1300 South Boulevard STE 35425, Charlotte, NC 28203, United States