Refund & Cancellation Policy

Refund and cancellation overview

Commercial terms can vary by plan, region, and agreement type. This policy describes general cancellation and refund posture for Upcube / Ethen without inventing fixed refund windows that are not product-verified. BYOK provider charges are billed by providers under their terms and are generally outside Upcube refunds.

Paid plan status

Ethen should not describe a subscription, free trial, credit grant, billing period, renewal term, or paid feature as live until the product and billing system verify it. If paid plans are launched, the user should see the applicable price, billing frequency, renewal behavior, cancellation effect, taxes where shown, usage treatment, and refund rules before purchase. Preview copy cannot create a refund promise that the final purchase terms do not support.

Cancellation effect

When subscriptions exist, cancellation should generally stop future renewal rather than erase already-incurred charges, already-consumed usage, or obligations under an order form. The exact effect may depend on whether the plan is monthly, annual, prepaid, usage-based, trial-based, promotional, invoice-based, or governed by a separate written agreement. Users should be told whether access ends immediately, at the end of the billing period, or under another timeline only when that behavior is verified.

Refund eligibility

Refund eligibility should be evaluated against the final terms shown at purchase. A refund may be denied or limited for consumed usage, provider costs, abuse, policy violations, partial billing periods, promotional credits, taxes, chargebacks, or enterprise commitments. This policy should not promise satisfaction guarantees, automatic refunds, prorated refunds, trial refunds, or no-questions refunds unless those terms are explicitly approved and implemented.

Usage-based and provider charges

Model, voice, transcription, workflow, storage, routing, and provider calls can create costs as work is performed. Some provider costs may be incurred immediately and may not be recoverable by Ethen. Where customers bring their own provider keys or accounts, the provider may bill the customer directly, and the customer may need to seek refunds, credits, or billing corrections from that provider under the provider agreement.

Trials, credits, taxes, and failed payments

Free trials, credits, promotional access, tax treatment, failed payments, grace periods, account suspension, and reactivation rules should be stated only when finalized. Taxes may depend on customer location, product classification, billing entity, and invoice details. Failed-payment behavior should not be guessed; it should match the payment processor, billing ledger, and account-access rules actually implemented.

Enterprise agreements and support path

Enterprise, team, procurement, invoice, reseller, or custom agreements may include different refund, cancellation, renewal, termination, usage, support, or data-export terms. Those written terms should control for the applicable customer. Refund or cancellation requests should be submitted through the published support path once available, and the requester may need account, workspace, invoice, order, or administrator information.

BYOK and third-party charges

If you use BYOK, provider usage may appear on your provider invoices. Those charges are governed by the provider’s billing terms. Upcube refunds, if any, do not automatically reverse provider bills. Review provider consoles for usage anomalies and key leaks that could cause unexpected spend. Usage estimates in Ethen UI may differ from final provider invoices.

• Provider bills are separate under BYOK.
• Key leaks can cause unexpected spend.
• UI estimates may differ from invoices.

How to request help

Use published billing or support channels and include account identity, invoice IDs, and a clear description of the issue. Upcube may request verification before adjusting invoices or credits. Chargebacks initiated without contacting support may delay resolution. Enterprise customers should follow the billing contacts named in their agreement.

• Include invoice detail in requests.
• Verification may be required.
• Enterprise billing contacts may differ.

Current billing status

This policy does not confirm that public paid plans, subscriptions, credits, trials, or self-serve checkout are live.

• Paid plans may not be live: Final purchase terms should appear only when paid plans launch.
• Cancellation depends on plan terms: The effect of cancellation should be shown at checkout or in the order form.
• Usage may be non-refundable: Model, voice, provider, and workflow usage can create consumed costs that may not be reversible.
• Enterprise terms control: Signed agreements or order forms may override standard policy language.

Policy status

This policy is a public-preview billing posture, not proof that paid plans are live.

• No live billing promise: Paid subscriptions, trials, credits, and self-serve checkout are not established by this page.
• Purchase terms control: Final purchase screens and order forms should control billing terms.

Not legal advice

These pages are product and policy information for public review. They are not legal advice and should be finalized through qualified legal review before they are treated as binding legal terms.

Proof boundary

This policy does not claim paid plans are live, refunds are guaranteed, prorated refunds exist, Stripe is used, taxes are handled in a specific way, or provider costs are refundable.

How billing questions should be handled

Users should look to the purchase screen, order form, and final policies before relying on refund or cancellation rights.

• Check pricing status
• Review BYOK boundaries
• Review terms
• Contact support when available

Frequently asked questions