Refund policy

Contents

• 1. Scope
• 2. Plans and billing periods
• 3. Free trial
• 4. Cancelling a subscription
• 5. Enterprise yearly billing
• 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

Mandatory rights take precedence throughout this policy. Every statement about a non-refundable charge, cancellation timing, or discretionary credit is subject to Section 13, the express refund remedies in the Terms of Service, and any effective customer DPA. A refund legally or contractually owed is not merely a discretionary credit.

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 usage-based charges billed by Tovio, including AI features, agent sessions, and hosted CI/CD compute, whether purchased with a subscription or separately where offered. 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.

Renewal-price changes follow the Terms of Service, including advance notice, any required consent, and no increase during a prepaid term.

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.

Yearly billing, which Enterprise always uses, will also require a separate, versioned annual commitment agreement that you accept at checkout, or when you switch an existing subscription to yearly billing. 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. The trial is used up only when a Business checkout is completed and the subscription is created; a checkout you leave without completing does not use it. Once the trial has been used, 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 you add a payment method during the trial, the subscription continues when the trial ends, and the first charge is made then. If a Business trial ends and no payment method has been added, the subscription is cancelled at the end of the trial and nothing is charged. The organization then moves to the Free plan, as described in section 4.

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, which are billed yearly, cancellation takes effect at the end of the year you have paid for. See section 5.

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

Cancelling immediately

A Personal or Business subscription can instead be cancelled immediately in three cases:

• while the subscription is past due or suspended because a payment failed (see section 10), from the Billing page;
• once a Business trial has ended without a payment method and before the subscription has ended (see section 3), from the Billing page;
• when you close your TOVIO Cloud account and you are the only owner of an organization whose subscription is paused or already scheduled to end at its renewal, from the account-closing steps, after you confirm it.

An immediate cancellation ends the subscription, and its paid service, at once. No amount is refunded or prorated for the current billing period, and any invoice already issued remains due. Enterprise subscriptions cannot be cancelled immediately; see section 5.

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, and the organization moves to the Free plan automatically. It can subscribe to a paid plan again later through a new checkout.

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 yearly billing

Enterprise is billed yearly. Each year costs $240 per seat and is paid up front, by card through our payment processor's checkout, at the start of that year. The subscription renews for another year until it is cancelled. Each paid year is a strict 12-month term.

Seats added during the year are prorated for the rest of the year and charged up front. Seat reductions take effect at the yearly renewal.

If you cancel an Enterprise subscription, the cancellation is scheduled for the end of the year you have paid for, and you keep the service until then. The prepaid year is non-refundable, including when you cancel: no refund is issued for the rest of the year, or for seats removed during it.

The Enterprise dedicated add-on is billed yearly with the Enterprise subscription, at $30,000 per organization per year, on the same terms. Enterprise subscriptions and the Enterprise dedicated add-on are not yet available for purchase.

6. No automatic refunds

The rules below concern ordinary customer cancellation and plan changes. They do not override mandatory rights or an express refund owed under the Terms or an effective DPA. If Tovio retires a paid service, terminates it for convenience, or materially reduces its core functionality in the circumstances described in the Terms, the unused prepaid subscription refund described there applies.

Subject to those exceptions, 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.
• The rest of a yearly term when you switch to monthly billing.
• Correctly billed metered usage already consumed, including AI usage, agent sessions, and hosted CI/CD compute, as described in section 9.
• Any Enterprise charge.

Cancelling immediately, in the cases section 4 describes, does not itself create a refund entitlement, subject to the exceptions above. 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 between monthly and yearly billing

A Personal or Business subscription can change billing period from the Billing page.

Moving from monthly to yearly billing takes effect immediately: you are charged the yearly price, less a credit for the unused part of your current month, and your renewal date becomes one year from the switch. The Billing page shows the exact amount before you confirm it. If your bank asks you to confirm the payment, or your card is declined, nothing changes until the payment is completed; if it is not completed by the deadline the Billing page shows, which is never more than 23 hours away, the switch lapses, nothing is charged for it, and you stay on monthly billing.

Moving from yearly to monthly billing takes effect at the end of the year you have paid for: you keep yearly billing until then, nothing is refunded or credited for the rest of that year, and monthly charges begin on that date. You can withdraw a scheduled switch to monthly billing from the Billing page until one day before it takes effect. Cancelling the subscription also withdraws a scheduled switch, and keeping the subscription afterwards does not restore it. We email you when a switch to monthly billing is scheduled, and again about a week before it takes effect. In the rare case that a request cannot reach our payment processor before the year ends, it is not made: a switch to monthly billing that was not scheduled in time leaves the subscription to renew for another year, and a withdrawal that was not sent leaves the switch to monthly billing to take effect. The Billing page says which happened; contact us at legal@tovio.dev.

Enterprise subscriptions do not change billing period.

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: $0.006 per CI-minute. Hosted CI is not yet available to customers, 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. For AI usage, agent sessions, and hosted CI/CD compute, the consumed-usage rule below applies whether the charge has already been collected or is still due.

Consumed AI usage, agent sessions, and CI/CD compute

Correctly billed TOVIO AI usage, agent sessions, and hosted CI/CD compute already consumed are non-refundable and are not eligible for discretionary credits. Cancellation, account closure, a downgrade, an unused-prepayment refund, or dissatisfaction with an output does not reverse consumed usage. A session or job failing, being retried, or being cancelled does not by itself entitle you to a refund or credit for billable usage actually consumed before it ended.

AI usage is broader than agent sessions. For AI features offered by Tovio, it includes resources consumed by model inference, input and output processing, generation, tool use, and automated workflows, such as writing code or creating tickets, to the extent the feature's disclosed pricing makes those resources billable. Depending on the offering, a billable unit may be tokens, requests, generations, tasks, tool calls, or execution time. The same consumed-usage rule applies whether Tovio performs the work or arranges it through a third-party model or service and bills you for it. These examples do not announce an available feature or establish a price or meter.

Before you purchase or enable a paid AI feature, we will disclose its price, billable units, when usage is treated as consumed, and any applicable allowances or limits. Only usage actually consumed under those disclosed terms is covered by this rule; it does not authorize undisclosed charges or charges for unconsumed resources. For the current agent-session meter specifically, a session is consumed when its agent session grant is admitted; that admission meter is separate from model inference. Hosted CI/CD compute means actual billable compute time under the applicable disclosed meter, including time consumed before a job fails or is cancelled where that time is metered.

Included allowances have no separate cash or refund value; the unused subscription-period refunds expressly provided by the Terms or an effective DPA remain separate and do not reimburse consumed usage charges. Current catalog rates and availability remain as described above. Any future AI offering will state its own applicable prices and usage units before purchase or activation.

We will correct verified duplicate charges, metering errors, or other incorrect charges; those are billing corrections, not refunds of correctly billed consumed usage. Nothing here removes a non-waivable statutory refund, withdrawal, or other remedy, or a separate written agreement signed by Tovio, LLC that expressly provides a refund or service credit for that consumed usage. To dispute a charge, email legal@tovio.dev with the invoice and relevant AI request, task, session, or job identifiers; do not include live credentials. Charges paid directly to an independent AI model provider are governed by that provider's agreement and are not collected or refunded by Tovio.

10. Failed payments and suspension

If a payment for your subscription fails, the subscription becomes past due. TOVIO Cloud continues to provide the service in full, including changes to your repositories, for 14 days after the most recent failed payment attempt. If the outstanding amount is still unpaid at the end of those 14 days, the subscription is suspended.

While a subscription is suspended, the organization keeps read access: its members can still read, clone, and pull its repositories. Operations that change something, such as pushes, new repositories, agent sessions, and CI runs, are refused until the outstanding amount is paid.

You can pay at any time, for example by updating your payment card in the payment portal reached from the Billing page. When the outstanding invoice is paid, the subscription returns to active automatically. A past-due or suspended subscription can also be cancelled immediately, as described in section 4.

Suspension for non-payment and an immediate cancellation do not create a refund, and invoices already issued remain due.

11. Discretionary credits

Outside the rules above, Tovio, LLC may, at its sole discretion, issue a credit. Correctly billed consumed AI usage, agent sessions, and hosted CI/CD compute are excluded from discretionary credits under section 9; billing corrections and mandatory or expressly agreed remedies remain available. 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.

If you purchase as a consumer, applicable law may give you a right to withdraw from an online service contract, commonly within 14 days in the EEA and UK, subject to exceptions. This is separate from cancelling renewal. Contact legal@tovio.dev to exercise a withdrawal right. Starting a subscription does not by itself remove that right. If you expressly request service during the withdrawal period, you may owe a lawful proportionate charge for service already provided. We will make any refund due within the deadline required by law.

You will receive the applicable price, billing period, renewal and trial-conversion terms, and cancellation and withdrawal instructions when purchasing a paid subscription. Production paid checkout is currently closed.

Disputes between parties bound by the Terms' arbitration agreement follow that process, including opt-out and mandatory exceptions. Contractual damages remain within the single aggregate cap to the extent enforceable. That cap does not turn a mandatory refund into an optional credit, restrict regulator complaints, or remove non-waivable remedies.

Voluntary contributions through Ko-fi are separate from Cloud subscriptions; see the donation terms for contribution refunds and recurring-support cancellation.

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