Refund Policy

Effective date: April 5, 2026 | Last updated: April 5, 2026

All amounts referenced in this policy are in Canadian Dollars (CAD) unless otherwise stated. This Refund Policy applies to all OperantOS subscription plans: Starter ($49/month CAD), Pro ($199/month CAD), and Enterprise ($499/month CAD).

1. 14-Day Free Trial

All new accounts start with a 14-day free trial. No credit card is required during the trial period. You can cancel at any time during the trial with no charges. At the end of the trial, you must select a paid plan to continue using the Service. If no plan is selected, your account will be suspended and your data retained for 30 days before deletion.

2. Satisfaction Guarantee and General Refund Policy

We offer a full refund within seven (7) days of your first paid subscription charge. If you are not satisfied with the Service within this period, contact us at [email protected] with your account email and the reason for your request. After the initial 7-day period, subscription fees are generally non-refundable except as described in this policy or as required by applicable law.

3. EU/EEA Right of Withdrawal (14-Day Cooling-Off Period)

If you are a consumer located in the European Union or European Economic Area, you have the right to withdraw from your subscription within fourteen (14) days of your initial purchase, without giving any reason, in accordance with the EU Consumer Rights Directive (Directive 2011/83/EU).

To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement to [email protected] before the 14-day period expires. You may use the following template:

Upon receiving a valid withdrawal notice, we will refund the full subscription fee within fourteen (14) days using the same payment method as your original transaction. If you have actively used the Service during the withdrawal period, we may deduct a proportionate amount for the service provided up to the point of withdrawal, as permitted under Article 14(3) of the Directive.

4. Ontario Consumer Protection Act Compliance

For consumers in Ontario, Canada, this Refund Policy complies with the Ontario Consumer Protection Act, 2002 (CPA). Under the CPA, you may have additional cancellation rights if the Service was not delivered as described, if material representations were not fulfilled, or in other circumstances prescribed by the Act. If you believe you are entitled to a remedy under the CPA, please contact us at [email protected]. Nothing in this policy limits your statutory rights under the CPA.

5. Subscription Cancellation

You can cancel your subscription at any time from your dashboard settings or by contacting [email protected]. When you cancel:

• Your plan remains active until the end of the current billing period
• You will not be charged for the next billing cycle
• You retain access to all features until your plan expires
• Your data is preserved for 30 days after your plan expires, after which it is permanently deleted

Cancellation does not automatically entitle you to a refund for the current billing period unless you are within the 7-day satisfaction guarantee, the EU 14-day cooling-off period, or otherwise entitled under applicable law.

6. Plan Upgrades and Downgrades

Upgrades: When you upgrade to a higher plan mid-cycle, you will be charged a prorated amount for the remainder of the current billing period, reflecting the difference between your current plan and the new plan. The upgrade takes effect immediately.

Downgrades: When you downgrade to a lower plan, the change takes effect at the start of the next billing cycle. You retain access to the higher plan's features until the end of the current billing period. No prorated refund is issued for the remaining time on the higher plan.

7. Failed Payments

If your payment method fails on a renewal date, we will handle it as follows:

• First retry: We will automatically retry the charge after 3 days
• Second retry: If the first retry fails, we will retry again after 5 days and send you an email notification
• Third retry: If the second retry fails, we will make a final attempt after 7 days
• Account suspension: If all three retry attempts fail, your account will be suspended. You will receive an email notification with instructions to update your payment method

During the retry period, your account remains active. After suspension, you may reactivate your account by updating your payment method and paying any outstanding balance. If your account remains suspended for more than 30 days, your data may be permanently deleted in accordance with our data retention schedule.

8. How Refunds Are Processed

All approved refunds are processed as follows:

• Payment method: Refunds are issued to the original payment method used for the transaction
• Processing time: Refunds are typically processed within 5 to 10 business days after approval. The exact timing depends on your bank or credit card issuer
• Currency: All refunds are issued in Canadian Dollars (CAD), the same currency as the original charge. Exchange rate differences between the original charge and refund are the responsibility of your bank
• Confirmation: You will receive an email confirmation when your refund has been processed

9. Non-Refundable Cases

Except as required by applicable law, refunds are generally not available for:

• Charges beyond the first 7 days of a paid subscription (unless the EU cooling-off period applies)
• Partial billing periods after voluntary mid-cycle cancellation
• Accounts terminated due to violations of our Terms of Service
• Unused portions of a subscription (the Service remains available until the end of the billing period)
• Fees charged by your bank or payment provider (e.g., foreign transaction fees)

10. Chargebacks and Disputes

If you have a billing concern, we strongly encourage you to contact us at [email protected] before initiating a chargeback or dispute with your bank or credit card issuer. We are committed to resolving billing issues promptly and fairly.

If a chargeback is filed, we will provide all relevant transaction information to the payment processor for review. Please be aware that:

• Fraudulent chargebacks (disputes filed despite receiving and using the Service) may result in account suspension or termination
• If a chargeback is resolved in our favor, we reserve the right to re-charge the disputed amount and recover any fees incurred
• During a pending chargeback, your account access may be restricted

11. How to Request a Refund

To request a refund, please contact us using one of the following methods:

• Email: Send a request to [email protected] with the subject line "Refund Request"
• Include your account email address, the date of the charge, and the reason for your request

We aim to acknowledge all refund requests within one (1) business day and provide a final decision within five (5) business days. If your request requires further review, we will keep you informed of the timeline.

12. Contact

For billing questions, refund requests, or payment issues, contact us at:

• Email: [email protected]
• Address: Ontario, Canada