Refunds and withdrawal

1. Your right to withdraw

If you buy as a consumer, you may withdraw from a credit pack purchase within 14 days of buying it, without giving a reason, and from a monthly plan payment within 14 days of that payment. We give businesses the same 14 days as a policy (section 5).

Credits can only be used during those 14 days if you expressly ask for that at checkout, by ticking “Start my credits now”. You then pay for the credits you used if you withdraw, and the right to withdraw ends once every credit you bought is used.

2. How to withdraw

In the console, open Settings > Billing, find the order under Purchases and choose Withdraw from contract here. The statement is filled in for you; you confirm it, and we send an acknowledgement email with its content and the time you submitted it. You don't need to give a reason, and nobody approves it.

You can also email legal [at] letsship.ai, or use the model form in section 10. A withdrawal sent by email counts from the day we receive it.

3. What is refunded

We refund the pack price minus the credits you used, valued at the pack's price per credit. For example, if you bought 50 credits for $199 ($3.98 a credit) and used 12, we refund $151.24 and take back the 38 unused credits.

For a monthly plan payment, we refund that month's credits you have not used, at the plan's price per credit, and the plan ends at once. For example, if you paid $170 for a month of Starter (50 credits, $3.40 a credit) and used 20, we refund $102.00 and take back the 30 unused credits.

We refund within 14 days of your withdrawal, to the payment method you used, in the currency you paid in. You pay no fee for the refund.

4. Cancelling a monthly plan

You can cancel your plan at any time in Settings > Billing, or through Link. It ends at the end of the month you have paid for, and you can resume it until then. The month you are in is not refunded, except by withdrawing from its payment within 14 days (section 3). The credits your paid months added stay on your balance until they expire, at the end of the month after the one they were paid for.

5. Businesses

If you buy for a business, you get the same 14-day refund of unused credits described above, as our policy. After 14 days, purchased credits are not refunded, except when an organization closes (section 6).

6. When closing an organization

An owner can close an organization from Settings > Billing. A monthly plan ends at once, and its unused purchased credits are settled purchase by purchase, each pack and each plan payment on its own:

• a purchase made in the last 14 days is withdrawn from, as in section 3;
• after 14 days, a consumer is refunded the unused credits at the price per credit they were bought at, and a business forfeits them; and
• if we end the relationship or stop offering SHIP, everyone's unused purchased credits are refunded.

Trial and sponsored credits have no cash value and are not refunded when an organization closes. Whether you bought as a business is taken from the business tax ID you entered at checkout; without one, we treat the purchase as a consumer's.

7. Refunds by Link

As merchant of record, Link may also refund a purchase under its own policy, for up to 60 days. When it does, the purchase's unused credits are taken back, up to the amount refunded; credits already used stay used.

8. Payment disputes

If a payment is disputed with your bank, the purchase's unused credits are taken back while the dispute is open. If the dispute is decided in our favour, they are restored. Please contact us first: most problems are quicker to solve directly.

9. When we get it wrong

If SHIP does not work as it should, your rights under the law are not limited by this page. Credits we add as goodwill for a failure on our side come in addition to those rights, never instead of them.

The refund applies to missions that end in failure or needs attention with no pull request: the credits a mission used return to the organization's balance. Once a mission opens a pull request, its credits stand.

10. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

11. Contact