General policy
Because Simulaited is a software service with immediate account provisioning, workspace activation, and downloadable or generated outputs, fees are generally non-refundable once the paid service period has started, except where a refund is required by applicable law or where Simulaited approves a documented exception.
What this policy covers
This policy applies to subscription plan charges, seat purchases, renewals, and manually reviewed billing adjustments made directly through Simulaited or its payment processor. It does not limit rights that cannot be waived under consumer-protection, payment, privacy, or contract law.
When a refund may be approved
- Duplicate, accidental, or clearly erroneous charges.
- A material technical failure that prevented meaningful access to paid functionality and could not be resolved within a reasonable period.
- Unauthorized billing caused by verified account compromise, subject to investigation and payment-processor evidence.
- A renewal dispute raised promptly after renewal where the account had little or no post-renewal usage and mandatory law supports relief.
- Any circumstance in which applicable law requires a full or partial refund, withdrawal right, credit, or cancellation remedy.
When refunds are usually not granted
- Change of mind after meaningful platform use, simulation runs, or export generation.
- Dissatisfaction with commercial outcomes, campaign performance, or business decisions made using the service.
- Failure to cancel before the renewal date.
- Requests based only on unused time remaining in a billing period, unless required by law.
- Charges associated with breach of these Terms, abuse controls, or fraudulent activity.
Regional consumer and subscription rules
Simulaited reviews refund and cancellation requests with regard to mandatory law that may apply to the customer relationship. That may include U.S. consumer-protection and subscription requirements, including state automatic-renewal expectations and applicable Federal Trade Commission standards; European consumer and data-protection rules where digital-service rights apply; and African legal frameworks such as South Africa’s POPIA and other applicable consumer or privacy statutes, as well as Nigeria’s and Kenya’s data-protection regimes where they create mandatory handling expectations for account and billing issues. Where a jurisdiction grants a non-waivable refund, cancellation, cooling-off, or disclosure right, that right prevails over any conflicting term in this policy.
How to request a review
Submit a Support Center ticket and identify the issue as billing-related. Include the billing email, organization name, transaction or invoice reference, payment date, amount charged, and a concise description of the issue. If you believe the charge was unauthorized or technically caused, include supporting screenshots, error details, or relevant correspondence.
Review timing and refund method
Simulaited reviews requests case by case. If approved, refunds are typically issued to the original payment method, unless prohibited by the processor or applicable law. Processing times depend on the payment processor, card network, bank, and local regulations.
Chargebacks and dispute handling
If you initiate a chargeback or payment dispute, we may suspend the related account or workspace while the matter is reviewed. We encourage customers to contact Simulaited first so that a billing issue can be investigated directly and, where appropriate, resolved more quickly.
Policy updates
We may revise this Refund Policy to reflect changes in our products, billing model, payment workflows, or legal obligations. The version posted at the time of the relevant charge will generally apply, unless a later version is required by law or expressly stated to apply retroactively.