Refund Policy

Osentio offers a subscription-based model with an allocated monthly Credit Quota for building, training, and deploying AI agents. Except as explicitly stated below, all purchases, subscription renewals, and API credit allocations are final and non-refundable.

In accordance with international consumer protection laws (including the European Union and United Kingdom consumer regulations), users generally have a 14-day right of withdrawal from digital service contracts.

However, due to the nature of digital goods and immediate access to cloud-based computing resources, you expressly acknowledge and agree that:

• The performance of the service begins immediately upon the successful allocation of your monthly Credit Quota.
• If you initiate the consumption of any credits (including but not limited to creating an agent, uploading/training a knowledge base, conducting testing chats, or generating API/widget responses) within the first 14 days of purchase, you explicitly waive and forfeit your 14-day right of withdrawal or unconditional refund.

Refunds will only be evaluated and approved if all of the following conditions are met:

1. The refund request is formally submitted within fourteen (14) calendar days from the initial purchase or renewal date.
2. The user account has zero percent (0%) credit usage. This means absolutely no credits from the paid subscription billing cycle have been consumed for agent training, querying, or deployment.

Osentio and Paddle maintain a zero-tolerance policy towards refund exploitation. If our backend logs indicate that a user has intentionally utilized, drained, or exhausted a significant portion or 100% of their monthly Credit Quota within 14 days and subsequently requested a refund, this will be classified as “Refund Abuse” and “Manipulative Behavior” under Paddle's Buyer Terms. In such cases:

• The refund request will be strictly declined by Paddle and Osentio.
• Osentio reserves the right to immediately suspend or permanently terminate the account without further liability.

To request an eligible refund under our zero-usage 14-day criteria, you can either:

• Visit Paddle's customer service portal at https://paddle.net and provide your order details.
• Contact our internal billing team at support@osentio.com with your account email and transaction receipt.

Our team will review your account usage logs alongside Paddle's support desk to verify eligibility. Approved refunds will be credited back to the original payment method used during checkout.