Refund and Cancellation Policy

This policy explains how to cancel, and when you can get money back. It is part of our Terms of Service. If you are a consumer, it does not affect your legal rights.

Cancelling a paid plan

• You can cancel at any time from your workspace's Billing page. Only workspace owners and billing managers can cancel.
• Your plan stays active until the end of the month or year you have already paid for. Then your workspace moves to the Free plan.
• We don't give refunds for the rest of a period you have already started, except as explained below.
• After you cancel, your apps stay in your workspace. Live apps beyond what the Free plan allows are paused, not deleted. You can download your app's code and data at any time.

Your 14-day right to cancel (consumers)

If you are a consumer, the law gives you 14 days to change your mind after you buy a paid plan, an add-on or a credit pack online. The 14 days start on the day you buy.

Anterra starts working for you as soon as you pay: your credits are added, and we start building and hosting straight away. So at checkout we ask you to tick a box that:

1. asks us to start straight away, during the 14 days; and
2. confirms you understand that you lose your right to cancel the digital content once you use it (that is, once you spend credits), and that if you cancel the service within 14 days you will pay for what you have already had.

If you cancel within the 14 days, this is how we work out your refund:

• If you haven't used any of your paid credits, we refund you in full.
• If you have, we refund what you paid, minus the larger of:
  • the value of the credits you used, at our pay-as-you-go rate (£1 per 100 credits); and
  • a share of the price for the days the plan was active.

We never take off more than you paid.

To cancel within 14 days, use the Billing page, or email support@anterra.io saying you want to cancel. You can use this form of words if you like: "I am cancelling my Anterra [plan / add-on / credit pack] bought on [date]." You only need to tell us before the 14 days end.

Credit packs. If you are a consumer and haven't used any of a pack's credits, you can cancel it within 14 days for a full refund. Once you start using a pack's credits, you lose the right to cancel that pack, because you asked us to supply it straight away and confirmed you understood this. Plan credits are always used before pack credits.

Businesses don't have this legal right to cancel, but you can still cancel at any time as described above.

Free retries and credits given back

If a build fails because of a problem on our side, we retry it automatically and it doesn't use your credits. If credits were already taken for it, we give them back automatically. You can see these in Billing → Given back.

If you think a build used credits that it shouldn't have, use the "Ask for a refund" link next to it, or email support@anterra.io. We will look at it and reply within 5 working days.

When we refund money

We will refund money (not just credits):

• when you cancel within 14 days as a consumer (see above);
• if we end your paid plan without you having done anything wrong. We refund the part of the fees you paid for the time after it ends;
• if we charged you by mistake, for example twice for the same thing;
• if you are a consumer and something we supplied was faulty and you are entitled to a refund under the Consumer Rights Act 2015;
• in any other case where we decide a refund is fair, for example after a long outage.

We refund to the payment method you paid with, within 14 days of agreeing the refund. Refunds include any VAT you paid on the refunded amount.

Failed payments

If a payment fails, your plan keeps working while we retry for 7 days. We email the workspace owner each time. If every retry fails, your workspace moves to the Free plan. Nothing is deleted.

Changing plan

• Moving up (for example Starter to Growth) happens straight away. You pay the difference for the rest of the current period, and the extra credits are added at once.
• Moving down happens at the end of the current period. Nothing is refunded for the current period.
• Switching from monthly to yearly starts the yearly plan straight away. We take off the unused part of the current month.

Contact

Email support@anterra.io, or write to [Company name], [Registered office address].