1. Subscription tier refunds (the paid tiers stated in the published price list)
1.1 14-day money-back guarantee for new subscribers
If you purchase a paid Phronesis subscription tier (the paid tiers and prices stated in the published price list at the time of purchase) and cancel within fourteen (14) calendar days of your initial subscription start date, we will refund the prorated subscription fee paid for the unused portion of your billing period. The 14-day guarantee applies only to first-time subscribers; subsequent re-subscriptions or upgrades are not eligible for the 14-day guarantee. The Discovery (Free) tier requires no payment and is therefore outside the scope of this refund provision.
1.2 Cancellations after 14 days
Cancellations after the 14-day window do not generate refunds. Your subscription will remain active through the end of your current billing period (monthly or annual). At the end of the period, your subscription will not auto-renew. You will retain access to the Phronesis platform through the paid-through date.
1.3 Annual subscription pro-rata refunds
If you purchased an annual subscription and cancel between day 15 and day 90 of the annual term, you may request a pro-rata refund of the unused portion (less a 15% administrative fee). Cancellations after day 90 of an annual term are not eligible for refund; subscription remains active through the end of the annual term.
1.4 Subscription tier downgrades
You may downgrade your subscription tier at any time. Downgrades take effect at the next billing cycle. No refund is issued for the difference in tier pricing during the current billing cycle.
2. Per-call agent-customer charges
Per-call charges incurred by autonomous agent customers (direct API access) or human-via-agent-chat customers (Path B agentic commerce checkout) are charged at the time of forecast minting. Each per-call charge represents inference cost-attestation plus markup for a forecast that has been generated by the Phronesis substrate and persisted to the Mnemosyne ledger.
Per-call charges are non-refundable because the underlying forecast service has been rendered immediately upon charge: the forecast has been minted, validated against canonical correctness contracts, persisted to the audit trail, and made available for retrieval. Per-call and per-inquiry charges are non-refundable on the same services-rendered basis. Per-request agent charges settled over x402 are non-refundable once the resource is delivered.
Failed mints are not charged.
3. Enterprise custom contracts
Enterprise customers operating under custom Master Service Agreements (MSAs) are subject to refund and termination terms specified in their individual MSA, which supersede this Refund Policy to the extent of any conflict. Enterprise customers should refer to their MSA for refund eligibility, pro-ration, and termination provisions.
4. Refund process
4.1 How to request a refund
To request a refund eligible under this policy, contact Phronesis support at support@phronesisintel.com. Include in your refund request:
- Your Phronesis customer email address
- The Stripe payment confirmation or invoice ID for the charge you are requesting refund of
- A brief description of the reason for the refund request
4.2 Processing time
Eligible refunds are processed within five to ten (5-10) business days of receipt of the refund request. Refunds are issued to the original payment method via Stripe. Depending on your payment method and bank, the credit may take an additional two to five (2-5) business days to appear on your statement.
4.3 Stripe processing fees
Refunds processed via Stripe are net of Stripe processing fees that were charged at the time of original payment (typically 2.9% of the transaction amount plus $0.30 per transaction; subject to change per Stripe's then-current pricing). Stripe processing fees on the original charge are not recoverable by the refunded customer or by Phronesis.
4.4 Stripe Climate contribution
Sustainable Finance Partners commits 1% of its revenue to carbon removal through Stripe Climate.
5. Chargebacks and disputes
If you have a concern about a Phronesis charge, please contact Phronesis support before initiating a chargeback or dispute through your bank or card issuer. We will work with you in good faith to resolve concerns and process eligible refunds promptly.
Chargebacks initiated without prior contact may delay refund processing and may result in account suspension pending dispute resolution. Disputes determined in favor of the merchant by the card network may incur dispute fees that are non-recoverable.
Phronesis monitors chargebacks per Stripe Radar early-fraud-warning signals and reserves the right to suspend accounts with chargeback rates exceeding industry-standard thresholds.
6. Service availability and credits
Phronesis maintains the Hermes contract surface at 24/7 production availability. If extended service interruption occurs (defined as continuous unavailability of the Hermes endpoint for periods exceeding twenty-four (24) hours within a calendar month), affected customers may request a service credit equal to the prorated subscription fee for the duration of the interruption. Service credits are applied to the next billing period; service credits do not generate cash refunds.
Service credits are not available for: scheduled maintenance windows; third-party outages (for example, payment, model-inference, hosting, or network providers); customer-side issues (network, firewall, API key rotation); usage-based interruptions related to rate-limiting or fair-use enforcement.
7. Changes to this Refund Policy
Phronesis may update this Refund Policy from time to time. Material changes will be communicated to active customers by email at least thirty (30) days prior to the effective date of the change. Continued use of the Phronesis platform after the effective date of an updated Refund Policy constitutes acceptance of the updated terms.
8. Governing law and contact
This Refund Policy is governed by the laws of the State of Colorado without regard to its conflict-of-law provisions. Disputes arising under this Refund Policy are subject to the dispute resolution provisions of the Phronesis Terms of Service.
For refund requests or questions about this policy, contact Phronesis support at support@phronesisintel.com.