Refund and Cancellation Policy
Effective: April 29, 2026
This policy explains how cancellations, refunds, dunning, and chargebacks work for the Axolotl Army Portal at portal.axolotlarmy.net. It is written in plain English first; the more formal language in each section is the binding text. Where a national or state consumer law gives you stronger rights than the ones described here, those statutory rights apply.
1. Overview and scope
This policy applies to every paid product offered by Axolotl Army, including monthly and annual subscriptions, add-ons, and one-off credit top-ups. It governs:
- Subscription cancellations on the Starter, Pro ($49/month), Premium ($199/month), and Enterprise (custom) tiers.
- Add-on cancellations for the Editor Add-on and the Lead Finder Add-on ($49/month).
- One-off credit top-ups used for AI generation jobs.
- When subscription fees are and are not refundable (we do not offer a general money-back guarantee — section 3 explains the narrow situations in which we will refund anyway).
- Failed-payment handling, account locking, and chargeback procedures.
All billing is processed by Stripe. Refunds are issued back to the original payment method via Stripe; we do not offer cash, store credit, or alternative-currency refunds.
2. Subscription cancellation
2.1 How to cancel
You can cancel any active subscription at any time. There is no cancellation fee and you do not need to contact us first. To cancel:
- In the portal: navigate to Settings → Plan and click Cancel subscription.
- Programmatically: send an authenticated
POSTto/api/client/billing/cancel. - By email: write to support@axolotlarmy.net from the email address on the account.
2.2 Effect of cancellation
Cancellation is effective at the end of the current paid period. You keep access to all features that are part of your plan until that date, after which the account moves to the free tier (read-only for paid features). We do not pro-rate or refund the unused portion of the current period unless one of the carve-outs in section 3 or 4 applies.
2.3 No cancellation fees
We never charge a fee for cancelling. If you see an unexpected charge labelled as a cancellation fee, treat it as a billing error and contact legal@axolotlarmy.net.
2.4 Re-enabling a cancelled account — the 30-day grace
When your last active subscription cancels, your account enters a 30-day grace period. Your videos, projects, brand profile, contacts, leads, templates, and history remain on the account during the grace period. If you re-subscribe to any tier within those 30 days, the grace timer is cleared automatically and you regain access to everything as it was.
After the 30-day grace period elapses, your customer content is permanently deleted in a daily automated sweep: videos, leads, contacts, brand profile, calendar events, scheduled posts, templates, AXY conversations, and OAuth refresh tokens for your connected mailboxes and calendars are all removed. The account row remains as a tombstone (with PII nulled) so we can satisfy the legal-hold exception for invoices and payment records — those are retained per US tax / SOX rules for seven (7) years even after deletion.
If you want to remove your data beforethe 30 days are up, submit a deletion request via Settings → Privacy & Data (or email legal@axolotlarmy.net) and an operator will process it sooner.
3. Subscriptions are non-refundable
3.1 No general money-back guarantee
Subscription fees are non-refundable. We do not offer a 7-day, 14-day, or 30-day money-back guarantee on any monthly or annual subscription tier (Starter, Pro, Premium, or Enterprise). If you decide the Service is not for you, you can cancel at any time per section 2 above; you will not be billed for any period after cancellation, and your existing access continues through the end of the period you have already paid for.
We take this position deliberately. Subscription fees fund ongoing access to AI generation capacity that is reserved for you regardless of whether you use it. Pre-loaded credits and add-on capacity also incur real upstream costs from our model providers the moment you activate them. A blanket money-back guarantee on a usage-based AI product creates a meaningful incentive to consume the included credits and then claim a refund — which is unfair to customers paying their fair share and to us. If you want to try the Portal before subscribing, contact support@axolotlarmy.net to ask about current trial offers.
3.2 When we will issue a refund anyway
We will refund a subscription charge in the following narrow circumstances:
- Billing error. You were charged the wrong amount, charged twice, or charged after a confirmed cancellation. Email legal@axolotlarmy.net with the affected charge details and we will reverse the error.
- Service-side failure to deliver. The Service was materially unavailable or substantially broken for the period covered by the charge, and the failure was attributable to us (not to a third-party API provider, your network, or incorrect use). We will refund the affected period, prorated. Where an SLA applies, the SLA service-credit calculation in section 8 governs and is the exclusive remedy for downtime.
- Statutory consumer-protection rights in your jurisdiction (see section 9). Those rights are not waived by this policy and override anything inconsistent in this section.
- Goodwill, at our sole discretion. In rare cases — for example, a documented support ticket showing you were unable to use the Service for reasons we agreed to fix and did not fix — we may issue a one-off goodwill refund. Goodwill refunds are not a precedent and are not available on demand.
3.3 What is excluded even from the discretionary refunds above
- Subscription periods during which credits were consumed. If any AI generation, outreach send, or publish action ran on the account during the period, that period is treated as delivered. We may refund a prorated portion of an unused future period rather than the entire charge.
- Renewals after cancellation reminders. Annual plans send a 30-day renewal reminder; monthly plans show renewal dates in portal.axolotlarmy.net/portal/plan. Forgetting to cancel is not by itself a basis for a refund.
- Repeat or serial signups. Where, in our reasonable judgement, the same customer has signed up multiple times to consume credits and reverse charges, we may decline further refund requests and may decline to provide the Service to that customer in future.
3.4 How to request a refund
- Email legal@axolotlarmy.net from the address on the account.
- Tell us which charge you are asking about (date and approximate amount), why you are requesting the refund (which of the categories in section 3.2 applies), and any supporting context (support ticket numbers, screenshots, etc.).
- We confirm receipt within one business day. If the request is eligible, we issue the refund via Stripe within 5–10 business days. Time to appear on your statement depends on your card issuer. If we decline, we will explain why.
4. Annual plans
4.1 Non-refundable
Annual subscriptions are paid upfront for 12 months and are non-refundable in the same way as monthly subscriptions (see section 3.1). Discounts on annual plans reflect that you are committing to the full 12-month period.
The discretionary refund categories in section 3.2 apply to annual plans too. The most common path to a refund on an annual plan is a material breach of our SLA — for example, extended downtime — in which case service credits (and, where the SLA so provides, prorated cash refunds) are the exclusive remedy.
4.2 Auto-renewal
Stripe sends invoice and renewal notifications through your billing email at intervals controlled by your Stripe customer settings. We do not currently send a separate 30-day or 7-day renewal reminder from the Portal itself. Annual plans renew on the anniversary of purchase unless cancelled at any time before renewal.
5. Credit top-ups
5.1 Why top-ups are non-refundable once consumed
AI generation credits are consumed in real time by upstream API providers — Kie.ai (Veo 3 video), Runway (Gen-4.5 video), Anthropic (Claude), and ElevenLabs (voice). Those providers bill us at the moment a generation runs, so once a credit is consumed we cannot recover the cost from them and cannot refund it to you.
5.2 Unused credits
Unused credits are kept on your account indefinitely while the account is active. We reserve the right to expire balances that have been unused for more than 12 months on 30 days' written notice, but we do not currently apply this rule on a timer — credits remain redeemable until you actively use them or close your account.
5.3 Refund eligibility for top-ups
Once you click Buy on a credit top-up the order is considered final. We will refund a credit top-up only in these narrow circumstances:
- Zero credits consumed within 24 hours of purchase. If you contact us at legal@axolotlarmy.net within 24 hours and our records confirm the credits are entirely unconsumed, we will reverse the charge and remove the unused credit balance from your account.
- Service-side fault attributable to us. The credits could not be consumed because of a fault on our side (not a third-party API provider outage, which is covered by the SLA service-credit mechanism instead).
- Statutory rights under your local consumer-protection law (see section 9).
Outside these categories, credit top-ups are non-refundable — whether or not you have used them yet — because the upstream API capacity is reserved for you the moment the top-up clears.
5.4 Bulk top-ups (Enterprise)
Bulk credit top-ups purchased by Enterprise customers are governed by the applicable order form and may have different expiry, transfer, or refund terms than retail top-ups. Where the order form is silent, this policy applies.
6. Failed payment and dunning
If a scheduled subscription charge fails (expired card, insufficient funds, fraud block, etc.) we follow Stripe's smart-retry schedule and step the account through a documented state machine until the balance clears. The actual states, timings, and capabilities are defined in code and reflected in your portal.axolotlarmy.net/portal/plan page in real time.
| State | When it triggers | What happens | Your access |
|---|---|---|---|
| FAILED | Day 0 — first failed payment | Stripe retries automatically per its smart-retry schedule. Banner shown in /portal/plan with a one-click link to the Stripe billing portal. | Full access during the grace period. |
| LOCKED | Day 3 of FAILED status | Portal access is blocked. You can still buy credits (i.e., pay the overdue balance) so the account can be restored, but generation, publishing, and editor features are paused. | Restricted — only the billing surface remains usable. |
| SUSPENDED | Day 7 of FAILED status | Outbound social publishing is paused (your scheduled slots are pulled). Portal access, AI generation, credit top-ups, and the editor continue to work, so any further outreach must be sent through your own connected mailbox rather than through us until the balance clears. | Partial — publishing blocked, everything else works. |
| CANCELLED | Manual cancellation by you, or by us if the balance remains unpaid | Subscription is closed. Access ends and we stop billing. Existing data remains on the account; see section 2.4 for how to remove it. | None — re-subscribing restores access. |
Updating the payment method at any stage (from the Stripe billing portal linked inside /portal/plan) clears the failure and restores the account to CURRENT within minutes. We do not currently auto-cancel subscriptions on extended non-payment — accounts can sit in SUSPENDED until you either resolve the payment or cancel.
7. Chargebacks
Chargebacks are expensive for us and your card issuer alike, and the discretionary refund process in section 3.4 is faster and cleaner than a chargeback for legitimate disputes. If you believe a charge is wrong, please email legal@axolotlarmy.net before initiating a chargeback. We aim to resolve billing disputes within 5 business days.
- Initiating a chargeback before contacting us results in immediate account suspension until the dispute is resolved.
- We will dispute chargebacks where we have evidence of legitimate use (login records, generation history, publish events, outreach sends, IP addresses).
- A successful chargeback against an account that was using the Service in good faith does not by itself end the contract — the Stripe chargeback fee and the original charge become a debt that must be settled before the account is reactivated.
- Repeated chargebacks across multiple accounts or payment methods are treated as a violation of the Acceptable Use Policy and may result in permanent denial of service.
8. Service-interruption credits (cross-reference: SLA)
Refunds and service credits are different remedies for different problems. Refunds reverse a charge; service credits offset future invoices when we miss our uptime commitment.
- Enterprise customers with an active SLA: uptime shortfalls are remedied via service credits. See /legal/sla for the calculation table and how to claim.
- Starter, Pro, and Premium: we operate the Service to the same engineering standards and target 99.9% uptime, but there is no formal uptime guarantee and no service credits on these tiers. If you experience an unusable period attributable to us, the discretionary refund path in section 3.2 applies — contact legal@axolotlarmy.net with the affected timeframe.
9. Statutory consumer rights
Where you have stronger rights under consumer-protection law in your jurisdiction, those rights are not waived by this policy.
9.1 European Union and United Kingdom
Consumers (not businesses) resident in the EU or the UK have a 14-day right of withdrawal under the Consumer Rights Directive (and equivalent UK legislation) for distance contracts. To exercise this right, email legal@axolotlarmy.net within 14 days of subscribing.
Important: under Article 16(m) of the Directive, the right of withdrawal for digital content is extinguished once performance has begun — that is, as soon as you sign a generation, send an outreach email, publish a post, or otherwise consume any included credit or feature. By signing up and confirming the consent prompt at checkout, you agree to immediate performance and acknowledge that you lose the right of withdrawal for any portion of the Service you have already used. We will refund a prorated portion of the period during which performance had not yet begun.
9.2 California
California buyers using the Service for personal, family, or household purposes have rights under California Civil Code § 1750 et seq. Email legal@axolotlarmy.net with proof of purchase to exercise those rights. As with section 9.1, refunds do not extend to portions of the Service that have already been delivered (credits consumed, sends made, content generated).
9.3 Other jurisdictions
Australia, Canada, and other jurisdictions with mandatory consumer-protection statutes (for example the Australian Consumer Law) override this policy where they offer broader rights. If you are unsure whether a statute applies, contact us and we will work through it with you.
10. How to contact us
For all billing, refund, cancellation, and chargeback questions:
- Email: legal@axolotlarmy.net
- For account-level support and payment-method updates: support@axolotlarmy.net
Please send refund requests from the email address registered on the account so we can match you to the Stripe customer record without extra verification.
11. Changes to this policy
We may update this policy from time to time. For material changes — anything that reduces your refund or cancellation rights — we will give at least 30 days' advance notice by email and an in-app banner. Non-material changes (typo fixes, clarifications, formatting, new contact addresses) take effect when published. The effective date at the top of this page is updated on every change.