Refund and Cancellation Policy

Completed Production Operation

An operation that authenticated Service records show was requested by an Authorized User or authorized automation, ran in a production Workspace, completed successfully, produced or processed the intended result, and consumed billable capacity.

Incremental Boost Capacity

Usage above the capacity that would have been available to the Workspace during the same Billing Period without the relevant Boost.

Material Use

Objectively measurable use from which the Customer received material operational value during the applicable goodwill window.

Material Use exists only when replay-safe records show consumption above 5% of included monthly AI Capacity or Ticket Capacity, a Customer-authorized external production action with material operational effect, an exported or operationally deployed Output, or another objectively equivalent use disclosed in the effective refund summary before purchase.

For a new Boost, eligibility turns on whether Incremental Boost Capacity was consumed. If records are incomplete or reasonably disputed, Nightvault will conduct human review, consider reasonable Customer evidence, and resolve genuine ambiguity fairly.

The Customer may cancel its subscription through an available billing interface or request a Base Plan or Boost change by sending a clear request to billing@operalonos.com. An emailed request is effective only when Nightvault confirms the scheduled Stripe change and effective date.

• Cancellation normally becomes effective at the end of the current Billing Period.
• Paid access continues through that period and no further renewal is charged.
• Unused included capacity expires at period end.
• The current period is not subject to a prorated convenience refund unless this Policy or mandatory law says otherwise.
• Deleting an Account, removing a user, disconnecting an integration, or ceasing use does not itself cancel a subscription.

The billing interface displays the scheduled subscription end when available. For an email request, Nightvault provides confirmation after authority and the corresponding Stripe schedule are verified.

Goodwill refunds are contractual benefits in addition to mandatory remedies and may be subject to reasonable identity, payment, authority, and usage verification.

Initial Base Plan

Refundable when requested within seven calendar days after initial activation, no Material Use occurred, the charge can be identified, and a related organization, Workspace, or payment identity has not previously received this benefit.

Accidental monthly renewal

Refundable when requested within five calendar days, no Material Use occurred after renewal, the subscription is cancelled, the renewal was not reconfirmed after a cancellation reversal, and no accidental-renewal refund was received in the preceding 12 months.

Newly purchased Boost

Refundable when requested within 48 hours after activation and no Incremental Boost Capacity was consumed.

After Material Use, Fees for correctly provided Services are not eligible for a convenience cash refund. Nightvault may offer a future service credit with no cash value, without replacing mandatory remedies or creating precedent.

Nightvault will investigate duplicate or incorrect charges, charges after effective cancellation, unauthorized plans or Boosts, incorrect prorations, verified metering errors, and charges caused by Nightvault technical error. A verified billing error is corrected to eliminate the error regardless of Material Use.

For a verified defect or non-conformity, Nightvault first investigates and corrects or re-performs the affected Service, or provides a materially equivalent workaround. If no materially usable benefit was received and the failure cannot be remedied within a commercially reasonable period, the attributable Fees will be refunded. An unremedied partial failure receives a reasonable proportional refund or credit.

Subjective dissatisfaction with AI Output alone does not establish a defect where the documented function performed, but this does not excuse non-delivery, material non-conformity, material mis-metering, or verified system error.

Send refund requests to billing@operalonos.com with:

• Customer legal name and Workspace name or identifier;
• invoice, Checkout, or payment reference;
• requested amount, reason, and relevant dates; and
• supporting information reasonably available to the Customer.

Nightvault assigns a review record and may preserve an immutable point-in-time usage snapshot. Decisions use the Agreement, Section 2 of the effective Commercial Capacity and Pricing Schedule, objective billing and replay-safe usage records, the nature of any defect, prior remedies, reasonable Customer evidence, and mandatory law. An incomplete, shadow-mode, partially covered, pending, or reasonably disputed usage record is classified as indeterminate and may not be the sole basis for denying a voluntary goodwill request.

Approved refunds are processed to the original payment method unless law requires otherwise, use the original payment currency, and may be documented in Stripe by a credit note where applicable. Any required tax adjustment follows the actual invoice and tax configuration. Bank or payment-network processing may take additional time.

If a chargeback is already open, Nightvault may be unable to issue a parallel ordinary refund and may require that dispute to be withdrawn or resolved. The Customer may not recover the same amount twice. Proportionate restrictions on new high-cost activity may apply during a material non-payment risk and will be reviewed after resolution.

Nightvault may deny a voluntary goodwill refund when objective evidence indicates repeated related claims, Material Use, deliberate consumption before a convenience request, manipulation of metering or identity, materially false information, attempted duplicate recovery, or payment fraud. This does not permit denial of a mandatory remedy.