Legal
Refund Policy
Effective May 28, 2026
We want every ADA customer to feel good about what they paid for. This page explains when refunds are available, what happens to unused credits, and how to request one. If your situation doesn't match what's below, contact support and we'll work it out.
Subscriptions (ADA Pro and above)
You can cancel an active subscription from the Stripe Customer Portal at any time. Cancellation takes effect at the end of the current billing period — there is no early termination fee. The credit grant for the period you already paid for stays usable until the period ends.
We offer a 7-day pro-rated refund on a first monthly subscription charge if you have used fewer than 1,000 credits. Email support@eactivenet.com within 7 days of the charge to request it. Subsequent renewals are non-refundable; cancel before renewal to avoid being billed.
Credit top-ups (one-time purchases)
Prepaid credit top-ups are non-refundable once any credit from the top-up has been used. If you accidentally bought the wrong pack and have not yet consumed any of the new credits, contact support within 14 days and we will refund the unused balance to the original payment method.
Unused credits at cancellation
Prepaid credits do not expire while your account is active. If you cancel your account entirely, any unused credit balance is forfeited 90 days after the account closure date. We will refund the cash value of unused subscription-granted credits only in cases of duplicate or fraudulent charges.
Failed runs and outages
If an agent run fails due to a problem on our side (orchestrator crash, model provider outage, billing system error), the credits charged for that run are reimbursed automatically via the credit ledger. You don't need to ask. Runs that fail because of your code, your provider key being invalid, or a model rate-limit you set yourself are not refunded.
Chargebacks
Please contact support before issuing a chargeback. We can almost always resolve disputes faster than your bank can. Unjustified chargebacks may result in account suspension and forfeiture of any remaining credits.
How to request a refund
Email support@eactivenet.com with the subject line “Refund request”. Include the Stripe receipt number (or the email associated with your account) and a brief description of the issue. We respond within 3 business days; approved refunds are issued to the original payment method and typically settle within 5-10 business days depending on your bank.