Refund Policy
Version 1.0 · effective 16 October 2026
The Team plan is paid upfront for each Billing period. Canceling a subscription stops renewal at the end of the current period, and the Service stays active until then. For that reason, an ordinary cancellation does not lead to a refund. This policy explains when we do refund. Terms used here follow the Terms of Service.
1. When we refund
| Situation | What is refunded | Request no later than |
|---|---|---|
| The same invoice was paid more than once | The full overpayment | 90 days after payment |
| The amount billed was wrong because of our error | The difference | 90 days after payment |
| A renewal invoice was paid after the cancellation had already taken effect | That full payment | 30 days after payment |
| We remove a core function of a paid plan (Terms Article 12.4) | The unused remainder of the period | 30 days after the notice |
| We shut down the Service entirely (Article 13.4) | The unused remainder of the period | Processed without a request |
| Force majeure lasting more than 30 days, and you choose to stop (Article 16) | The unused remainder of the period | 30 days after you stop |
| You reject a meaningful change to the Terms (Article 17.3) or a new sub-processor (Article 10.3), and stop before the change takes effect | The unused remainder of the period | Before the change takes effect |
How the unused remainder is calculated: amount paid × full days remaining ÷ number of days in the period.
Example: an Organization pays for Team yearly with 3 Seats, 3 × Rp708,000 = Rp2,124,000. A core function is removed on day 100, so the remaining period is 365 − 100 = 265 days. The refund is Rp2,124,000 × 265 ÷ 365 = Rp1,542,082.
After a refund of the unused remainder, the subscription ends that day and the Organization moves to the Free plan without losing data.
2. When we don't refund
- An ordinary cancellation, including when you no longer use the Service for the rest of the period.
- Reducing Active members or Seats during a period.
- AI Credits, including unused credits.
- Suspension or termination for a breach of Terms Article 11.
- Requests made after the deadlines in the table in section 1.
3. How to request a refund
- Email support@agereorg.com from the email address of the Organization's Owner or an Admin with the subject "Refund".
- Include the Organization name, the invoice number, the reason for the request, and proof of payment if there was a double payment.
- We confirm receipt within 2 business days and give a decision within 5 business days.
- Refunds go back through the original payment method when the payment provider supports it, or to a bank account in the Customer's name. We cover the transfer fee.
- Refunds usually arrive within 14 business days of approval, depending on the bank or card issuer.
4. Your rights under the law
This policy does not limit the rights regulations give you. Billing questions can be sent to support@agereorg.com.