Refund / Cancellation Policy

1. Overview

Waltail is a subscription service operated by Appsjet Solutions LLP. This policy explains how cancellations and refunds work. It should be read together with our Terms & Conditions. Where an Enterprise agreement states its own refund terms, those terms apply instead.

2. The Free Plan

The free plan requires no card and carries no charge, so there is nothing to cancel or refund. You can stop using it, or delete your pipelines, at any time.

3. Subscription Cancellation

• You may cancel a paid subscription at any time from the billing settings in the console, or by contacting us.
• Cancellation stops future renewals. Your plan and its included egress continue until the end of the billing period you have already paid for, after which the account returns to the free plan.
• To avoid being charged for the next cycle, cancel before your renewal date.
• Unless required by law, amounts already paid for the current or past billing periods are not refunded on cancellation, and no pro-rata refund is given for the unused remainder of a period.

4. Changing Plans

Upgrades and downgrades mid-cycle are prorated rather than refunded. Before a change is applied, the console shows you the exact amount and the date it takes effect, and the change proceeds only once you confirm it.

5. Refund Eligibility

Refunds will be issued in the following cases:

• Duplicate payment or billing error — charged twice for the same period, or charged incorrectly. Refunded in full after verification.
• Charged after cancellation — a renewal processed after you cancelled in accordance with this policy.
• Service not accessible — you paid but were unable to access the plan you paid for, and we could not resolve it within a reasonable time.
• Major service failure — a defect on our side that made Waltail substantially unusable for an extended period, which we could not remedy within a reasonable time after you reported it.

Refunds are generally not available for:

• Change of mind after purchasing or using a paid plan.
• Partially used billing periods, including after a downgrade.
• Egress consumed, whether or not the pipelines that produced it were configured as you intended.
• Outages or data loss originating in your own database, your destinations, or the networks between them.

6. How to Request a Cancellation or Refund

Cancel from the billing settings in the console, or email us at [email protected] with your organization name, the email address on your account, your payment reference or invoice number, and the reason for the request. We will acknowledge your request within 2 business days and respond with a decision within 7 business days.

7. Refund Processing

• Approved refunds are processed within 7–10 business days of approval.
• Refunds are issued to the original payment method used for the transaction.
• Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

8. Disputes

If you disagree with a refund decision, you may escalate by writing to us with supporting details. We review escalations in good faith and aim to resolve them amicably in accordance with our Terms & Conditions.

9. Contact

For cancellation or refund queries, contact Appsjet Solutions LLP at [email protected] (Monday – Friday, 9:30 AM – 6:30 PM IST).