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Refund Policy

Refund eligibility, request process, and payout details for AgileBuilder Cloud subscriptions

Refund Eligibility

An order is eligible for a refund when all of the following are true:

  • The order has been paid successfully
  • The request is made within 14 days of the payment date
  • The order type is one of: initial subscription, renewal, add seats, add seats with renewal, or personal-to-team upgrade
  • The order has no refund request already in progress

The refund amount is the full amount of that order.

Requesting a Refund

In the orders page of the cloud console, submit a refund request on an eligible order — you can optionally include a reason.

Once submitted, the request goes through a manual review process with the following statuses:

  1. Pending: the request has been submitted and awaits review. You can cancel the request at any time in this state.
  2. Review outcome: once approved, the system executes the refund automatically; if rejected, the process ends and your subscription is unaffected.
  3. Processing: the system is issuing the refund through the original payment channel.
  4. Success / Failed: on failure, the reason is recorded on the request — contact support for help.

What Happens After a Refund

Once a refund succeeds:

  • The order status changes to "Refunded".
  • The subscription is rolled back according to the order type:
    • Initial subscription or personal-to-team upgrade: the subscription expires immediately, and the workspace returns to the free, read-only state.
    • Renewal: the subscription end date is rolled back by the duration purchased in that renewal; if the rolled-back date is already in the past, the subscription expires immediately.
    • Add seats: the seat count is rolled back to what it was before the purchase; add seats with renewal: both the seat count and the subscription end date are rolled back, and if the rolled-back subscription is already expired, it expires immediately.
  • The invoice request associated with the order is automatically voided.

For what the free, read-only state means, see Subscription and Billing.

Receiving the Refund

Refunds are returned through the original payment channel (WeChat Pay or Alipay for Mainland China; PayPal or Paddle for Global). The actual arrival time depends on the payment channel's and bank's processing speed — refer to their notifications.

Need Help

If you have questions about a refund or a refund is in an abnormal state, contact support at agilebuilder@proton.me.

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