Refund Policy

1. Try before you pay

Woden Service Desk paid plans begin with a 7-day free trial. DocBot paid tiers, when they launch, begin with a 14-day GitHub Marketplace trial, once per account, and drop back to the free tier at expiry. No payment is taken during a trial, and cancelling before it ends means you are never charged. This is the point at which to decide whether the product is right for you, and it is why the policy below is as firm as it is.

IRIS is not yet sold. Its trial terms, if any, will be stated here and at the checkout before it is.

2. Cancelling

You can cancel a subscription whenever you like, without giving a reason and without contacting us.

• Desks paid through Paddle, and IRIS: cancel from the billing portal run by Paddle, our payment provider. For a desk, it is under Settings, Plan and billing.
• Desks and DocBot paid through the GitHub Marketplace: cancel in the GitHub Marketplace. We cannot cancel a Marketplace plan on your behalf.

Cancelling stops the next payment. It does not end the period you have already paid for: your plan stays active until that period ends, and then drops to the free tier. Your data is not deleted when a plan ends; you keep access to it on the free tier, subject to its limits.

3. Changing your mind: 30 days

If we have charged you and you decide it is not for you, you have 30 days from the date of that charge to ask for your money back. You do not need a reason, and you do not need to have stopped using it first. This applies to every payment taken by Paddle — Service Desk plans paid to us directly, and IRIS once it is sold — including monthly and annual ones.

Ask through paddle.net, the buyer portal run by Paddle, our payment provider. You will need the email address you paid with. You can also ask us and we will pass it on, but going to Paddle directly is faster. See section 6.

After 30 days, a period already running is not refunded. Cancelling stops the next payment and your access continues to the end of the period you have paid for, then drops to the free tier. On an annual plan that means access continues to the end of the twelve months. Downgrading to a cheaper tier takes effect at the next renewal rather than refunding the difference.

Bought through the GitHub Marketplace? GitHub collects that payment, so GitHub's refund terms apply and the request goes to them. We cannot refund a Marketplace transaction ourselves.

4. Beyond the 30 days

4.1 A serious, sustained outage

If the service is unavailable for a prolonged period within a paid period and that is our fault, contact us and we will consider a credit or a partial refund for the affected period. We assess these individually rather than against a fixed threshold, because a two-hour outage in the middle of your working day is not the same as a two-hour outage overnight.

This does not cover downtime caused by something outside our control, including an outage at GitHub, at Microsoft Azure, at your own identity provider, or at the AI provider you connected, or a period when the service was working and was not used.

4.2 Billing mistakes

If you were charged the wrong amount, charged twice, or charged after cancelling, tell us and we will put it right and refund the difference. This is not discretionary.

5. Your legal rights

Nothing here removes rights you have under the law, and where consumer law gives you a right to cancel or to a refund, that right applies regardless of what this page says.

For Service Desk plans paid to us directly and for IRIS, Paddle.com Market Limited is the merchant of record and therefore the seller. Their buyer terms apply to that transaction alongside ours, and they operate their own refund and dispute process. Where their terms give you more than this page does, theirs prevail.

For purchases through the GitHub Marketplace, GitHub collects the payment and their terms govern refunds. We are not able to issue a refund for a Marketplace transaction ourselves.

6. How to ask

For anything Paddle billed — a Service Desk plan paid to us directly, or IRIS — go to paddle.net and sign in with the email address you paid with. Paddle is the merchant of record and therefore the seller, so they process the refund. This is the fastest route and the one we recommend.

Or ask us: raise a ticket through our support page, or email support@woden-ai.com. Tell us the account and the charge. We aim to respond within two working days and will take it up with Paddle for you.

This policy is issued by Woden AI Ltd, 167-169 Great Portland Street, London, England, W1W 5PF. See also our Terms of Service and Privacy Policy.