Refund Policy

Within 14 days of your first payment on a plan, ask for a refund and you get it in full. You do not have to explain, and we will not ask you to sit through a survey or talk to someone who will try to keep you.

This applies to the first payment on each plan, monthly or yearly, and to the first payment for cloud storage, not to every renewal. A renewal you forgot about is covered by the next section.

The free Plus promotion costs you nothing, so there is nothing to refund for it. If you pay for a plan after it, the 14 days count from that payment.

Subscriptions renew automatically. If a renewal went through and you had not used the service since it charged, write to us within 7 days and we refund it. This is our policy, not a legal obligation, and we apply it because charging someone for a month they did not use is not a business we want.

Cancel any time from your account settings. Cancelling stops future charges and leaves you access until the period you already paid for runs out.

The AI assistant is available on the Plus and Max plans and is paid separately from the plan, by topping up its balance. Top-ups are sold only on Plus and Max. Within 14 days of a top-up, ask for a refund and we return the part of it still on your balance. You do not have to explain.

What the assistant has already spent is not refunded: that money has gone to the provider of the model that answered you. Free balance we added ourselves is not money you paid, so there is nothing to refund there.

If your organization moves to Free, the assistant stops and the balance stays on your account for when you return to Plus or Max.

When you change your plan in the panel or add cloud storage, Stripe works out the amounts for the rest of your billing period, by the second. We do not have a formula of our own.

• Moving up, to a bigger plan or from monthly to yearly billing: you pay the difference for the rest of the period at once
• Moving down, to a smaller plan or from yearly to monthly billing: the unused part of what you paid becomes credit that Stripe takes off your next invoices. It is not refunded to the card
• Adding cloud storage to a paid plan subscription you already have: you pay for the rest of the current period at once, and after that it renews together with your plan in one payment. On Free, during the free Plus offer or on a plan we gave you, storage is bought together with a paid Plus or Max plan at checkout: that starts a new Stripe subscription with its own renewal date and a full first payment for the plan and the storage
• A yearly plan is paid for the year ahead. Apart from the 14 days above, the renewal rule and the cases where it is our fault, the rest of a year is not refunded
• Moving to Free: the paid plan stays until the end of the period you already paid for. Your assistant balance stays for when you return to Plus or Max

No 14 day limit applies here. If the service did not do what we said it does, we refund the affected period regardless of when you noticed.

• A feature we advertised does not work and we cannot fix it in reasonable time
• Extended downtime that stopped you using what you paid for
• We lost your data through our own fault
• We charged you twice, or charged an account you had already cancelled

You do not need to prove anything beyond telling us what happened and roughly when. We have logs and we will look.

We would rather name these than hide them in a clause.

• The 14 days have passed, the service worked, and you simply stopped using it
• The account was closed for breaking the Terms of Service: an attack from your account, resale without agreement, that kind of thing
• Repeat refunds on the same account, where the pattern is using paid periods for free
• The problem is on your side: your own hardware, your host, your mods, your Steam account

If we refuse, we say which of these applies and why. You are free to disagree and reply, and a human will read it.

Write to privacy@dz.arbat16.com or message us on our Discord server. Tell us which organization and which payment and, if it is a fault case, what went wrong. Many accounts here have no email address on file, so we may ask you to confirm the request from inside your signed-in account (for example, we show a code in your panel and you send it back to us) or through the Steam account you sign in with.

• We answer within 3 working days
• Once approved, we send the refund to Stripe the same day
• Your bank then takes its own time, usually 5 to 10 working days. That part is out of our hands

You have the right to dispute a charge with your bank. We would ask you to write to us first, for a practical reason rather than a legal one: a chargeback takes weeks, costs us a fee whatever the outcome, and usually ends with the account being closed automatically. Asking us directly is faster and reversible.

If you have already filed one, tell us anyway. We will not fight a dispute where you were in the right.

Consumer law gives you a 14 day right of withdrawal on distance contracts. For digital services that right is normally lost once performance has started with your express consent, and by using the service after paying you are giving that consent.

We are telling you this rather than relying on it: our own 14 day rule above gives you the same thing without the argument about whether performance had started. Whichever is more favourable to you is the one that applies.