Refund Policy

3.1 Cancellation

Monthly subscriptions may be cancelled at any time by contacting our sales or support team. Upon cancellation, your subscription will remain active until the end of the current billing cycle. You will continue to have full access to the Platform for the remainder of the paid period.

3.2 Refund Eligibility

Monthly subscription fees are generally non-refundable once a billing cycle has commenced. However, the Company will consider refund requests in the following circumstances:

• First billing cycle: If you request a cancellation within seven (7) days of your first paid monthly billing cycle (i.e., the first charge after the free trial or initial signup), you are entitled to a full refund of that month's subscription fee.
• Service unavailability: If the Platform experiences a material outage or service disruption lasting more than seventy-two (72) consecutive hours, you may be eligible for a prorated refund or service credit for the affected period.
• Billing errors: If you are charged in error (e.g., duplicate billing, incorrect amount), the Company will promptly issue a full refund of the erroneous charge upon verification.

4.1 Cancellation

Annual subscriptions may be cancelled at any time by contacting our sales or support team. Upon cancellation, your subscription will remain active until the end of the current annual billing cycle.

4.2 Refund Eligibility

Annual subscription refund requests are evaluated as follows:

• Within fourteen (14) days of purchase: If you request a cancellation within fourteen (14) days of the start of your annual subscription, you are entitled to a full refund of the annual subscription fee, provided that usage during this period has not exceeded twenty percent (20%) of the allocated storage.
• After fourteen (14) days but within ninety (90) days: If you request a cancellation after the initial fourteen-day window but within the first ninety (90) days, the Company may, at its sole discretion, issue a prorated refund for the unused portion of the subscription, minus a reasonable early termination fee equal to one (1) month's subscription at the equivalent monthly rate.
• After ninety (90) days: No refund will be issued for cancellations made after the first ninety (90) days of an annual subscription. The subscription will remain active through the end of the annual billing cycle.

4.3 Service Disruption Credits

Annual subscribers are entitled to the same service disruption protections as monthly subscribers, as described in Section 3.2. Service credits for annual subscribers will be calculated on a prorated daily basis and applied as a credit toward the next billing cycle or, if the subscription is being terminated, issued as a monetary refund.

5.1 Upgrades

When upgrading from a lower-tier plan to a higher-tier plan, you will be charged the prorated difference for the remainder of the current billing cycle. The upgraded features and allocations will be available immediately upon payment.

5.2 Downgrades

When downgrading from a higher-tier plan to a lower-tier plan, the change will take effect at the start of the next billing cycle. No partial refund will be issued for the current billing cycle. Before a downgrade takes effect, the Tenant must ensure that its storage usage and active seat count are within the limits of the new plan. If usage exceeds the lower plan's limits at the time of renewal, the downgrade will not be processed and the Tenant will be notified.

7.1 How to Request a Refund

To request a refund, the Tenant administrator must submit a written request via email to innovation@thereelrecipe.com. The request must include:

• The Tenant's registered workspace name and account email
• The date and amount of the charge in question
• A clear description of the reason for the refund request
• Any supporting documentation (e.g., screenshots of billing errors, evidence of service disruption)

7.2 Processing Timeline

The Company will acknowledge receipt of a refund request within two (2) business days and provide a determination within ten (10) business days. If additional information is required, the Company will contact you promptly, and the review period may be extended accordingly.

7.3 Refund Method

Approved refunds will be processed using the original payment method. If the original payment method is no longer available, the Company will arrange an alternative refund method in consultation with the Tenant. Refunds are typically processed within ten (10) to fifteen (15) business days from the date of approval, though the actual time for the funds to appear in your account may vary depending on your financial institution.

10.1 Termination for Convenience

If the Company terminates your Subscription for convenience (i.e., not due to your breach of the Terms), you will be entitled to a prorated refund for the unused portion of your current Subscription Period, calculated from the date of termination through the end of the billing cycle.

10.2 Termination for Cause

If the Company terminates your Subscription due to a breach of the Terms and Conditions, Acceptable Use Policy, or for any other cause attributable to your conduct, no refund will be issued for the remaining portion of the Subscription Period. All outstanding fees remain due and payable.

10.3 Platform Discontinuation

In the unlikely event that the Company discontinues the Platform entirely, all active Tenants will receive a prorated refund for the unused portion of their current Subscription Period, along with a minimum of sixty (60) days' notice to export their Content before the Platform is decommissioned.