1. The short version
- Monthly subscriptions: cancel any time. You keep access to the end of the period you paid for. We do not refund the remainder of a month.
- Annual and multi-month prepaid plans: cancel during the first 90 days and we refund the unpaid-for months in full. After 90 days, prepaid fees are not refunded, but you can stop the renewal at any time.
- Managed and enterprise engagements: the 90-day release in your Master Service Agreement applies. See section 4.
- Custom services quoted under a Statement of Work: deposits are non-refundable once work starts. Undelivered milestones are refunded.
- Charged in error, charged twice, or charged after a confirmed cancellation: refunded in full, no questions.
2. Subscriptions to the BOS Platform
Subscription fees are billed in advance, monthly or annually as you select at signup, and are non-refundable except as stated here. Cancelling from your billing settings stops future charges; it does not shorten the period you have already paid for, and your agents keep running until that period ends.
Mid-cycle upgrades are pro-rated on the next invoice. Downgrades take effect at the next billing period and are not refunded pro-rata.
If a free trial converts to a paid plan because you did not cancel before the trial ended, and you contact us within 7 days of that first charge, we will refund it and close the account.
3. Prepaid annual plans and the 90-day release
We sell outcomes, not seat licences. If BOS is not paying for itself within 90 days, we would rather release you than hold you to a contract. During the first 90 days of a prepaid annual or multi-month plan, you may cancel by email and we will refund every full month you have not yet started. The months already delivered are not refunded.
After the first 90 days, prepaid fees are not refunded. You can turn off auto-renewal at any time and the plan simply ends at the end of its term.
4. Managed agents, retainers, and enterprise plans
Engagements covered by an Order Form under our Master Service Agreement follow the release and termination terms in that agreement, which take precedence over this policy where the two differ. In summary: either side may end the engagement for convenience during the first 90 days of the initial term on 10 days' notice, and fees prepaid for months not yet started are refunded. Outside that window, monthly retainers are billed to the end of the notice period and are not refunded.
5. Custom services and Statements of Work
Fixed-fee projects, integrations, and other services quoted under a Statement of Work are billed as set out in that document, usually a deposit followed by milestone or completion payments. Deposits are non-refundable once work has started. If we fail to deliver a milestone, the fee for that milestone is refunded or waived. If you cancel a project before completion, you pay for work performed to the date of cancellation at the rates in the Statement of Work, and any remainder of prepaid fees is refunded.
6. TierPilot for Shopify
TierPilot is billed through Shopify's Recurring Application Charge, so refunds are issued by Shopify on our instruction. Uninstalling the app stops future charges. If you were charged for a cycle in which the app was not working as described, contact us within 30 days and we will ask Shopify to refund that cycle.
7. Service failures
If the BOS Platform is unavailable, or a paid module does not work as described, tell us. For customers under a Master Service Agreement, the service credits in that agreement apply. For everyone else, we will extend your paid period by the time the service was unusable, or refund that portion at our discretion. Credits and refunds under this section are the sole remedy for service failures, to the extent the law allows.
8. Billing errors and disputes
Duplicate charges, charges after a confirmed cancellation, and charges that do not match your plan are refunded in full once we confirm them, usually within two business days of your email. Please contact us before opening a dispute with your card issuer: a chargeback on a charge we would have refunded anyway delays the money and may suspend the account while the dispute is open.
9. How to ask
Email support@engineeredagents.ai from the address on the account with the subject line Refund request, the invoice or charge date, and a sentence on why. We reply within two business days. Approved refunds go back to the original payment method and typically appear within 5 to 10 business days, depending on your bank.
10. Where the law says otherwise
Nothing in this policy limits refund rights that consumer or other law gives you and that cannot be waived. Where such a right applies, it applies in place of the corresponding term above. This policy is governed by the same law and venue as our Terms of Service.
11. Contact
Engineered Agents AI
Columbus, Ohio, United States
support@engineeredagents.ai