Refund & Cancellation Policy

Draft v1 · Aug 2026. This Policy covers self-serve Cloud subscriptions. Checkout and the billing portal are powered by Stripe; Evidentum does not store card numbers or rebuild cancel/invoice UI. Enterprise deals follow the Order Form if it differs. See also Terms and Pricing.

1. How billing works

• Upgrade / subscribe: Stripe Checkout (via Evidentum API)
• Cards, invoices, cancel: Settings → Billing → Manage billing (Stripe Customer Portal)
• Plan access updates after verified Stripe webhooks — not from the marketing site alone

2. Trials

Trial length and what happens when a trial ends are shown in Settings → Billing when you start one. Starting a paid plan via Checkout authorizes recurring Stripe charges. Trials do not create a right to refund later paid periods.

3. How to cancel

• Sign in → Settings → Billing → Manage billing
• Cancel in the Stripe Customer Portal
• If Manage billing is locked, complete a Checkout first (portal needs a billing customer) or contact support

Unless the Portal or invoice says otherwise, cancellation stops future renewals. You generally keep paid features through the end of the current paid period, then entitlements return to the free/default plan then offered. Export Cases and Evidence you need before access changes.

4. Refunds

Default: self-serve fees are non-refundable (including partial periods, unused cameras/storage, or change of mind), except where required by law, where we reverse a confirmed billing error (duplicate/wrong amount), or where an Order Form / written agreement says otherwise.

We do not generally prorate cash refunds on mid-period cancel; access continues through the period already paid. Request help: billing@evidentum.ai (org name, account email, charge date, reason).

5. Monthly & annual

Monthly plans renew until canceled. Annual options, when offered, charge the Stripe Price selected at Checkout (marketing may describe promotions such as “2 months free”). Canceling annual typically stops renewal at period end rather than refunding the remainder, subject to law and any written agreement.

6. Upgrades & downgrades

Plan changes run through Checkout / Portal. Stripe may prorate or invoice differences per configured Prices; entitlements update after webhooks. A plan change does not automatically create a cash refund unless Stripe credits under proration rules or we agree in writing.

7. Failed payments

• Stripe may retry; update your card in the Portal
• We may notify you and suspend or limit paid features if the subscription is past_due, unpaid, or canceled
• Restoring a valid payment / active subscription restores entitlements per webhook status

8. Taxes & promos

Prices may exclude tax; Stripe Tax or invoices may add tax. Coupons and credits apply only as issued and do not expand refund rights beyond this Policy.

9. Enterprise

Contracted fees, cancellation, and refunds follow the Order Form / MSA. Contact Sales or billing@evidentum.ai.

10. Contact

• Portal / how-to: support@evidentum.ai
• Refunds / invoice disputes: billing@evidentum.ai
• Enterprise: sales@evidentum.ai

Full working draft: docs/legal/08-refund-cancellation.md