Refund, Cancellation & Billing Policy

1. Scope and transparent billing

This policy applies to subscriptions purchased directly from Entropy Field, LLC for GridQuant™, Nexus™, Telemetry & SDK, and related SaaS or API access. A signed enterprise order may provide different expressly negotiated terms; mandatory rights under applicable law remain unaffected. Public website forms are inquiries only: they do not create a paid subscription or authorize a charge. Plan scope, start date, billing cadence, amount, taxes, renewal terms, and any custom services will be confirmed before payment authorization.

2. Subscription prices and renewals

All prices are USD, with applicable taxes extra. Starter costs $149 monthly or $1,428 annually ($119/month equivalent). Pro costs $499 monthly or $4,788 annually ($399/month equivalent). Enterprise starts at $1,950 monthly or $18,720 annually ($1,560/month equivalent), or a custom price under an agreed SLA. Annual pricing reflects an approximately 20% discount, rounded down for Starter and Pro. Monthly plans are billed in advance monthly; annual plans are billed in advance for the full year. Unless your order says otherwise, subscriptions renew automatically for the same period until canceled. No undisclosed overage or setup charge is authorized by this policy.

3. Cancel at any time

Cancel through the billing or subscription settings in your service dashboard where that feature is available, or email [email protected] from your account email with the subject “Cancel subscription.” Include your name, company, and account or invoice reference; never include full payment card details. Email cancellation is always available, including when dashboard access is unavailable. We use the time your cancellation request is received to determine whether it precedes renewal. Cancellation stops future renewals, and we will confirm it by email. You normally retain access through the paid period unless you request immediate termination or receive a refund ending access.

4. 14-day satisfaction refund for initial subscriptions

If you are not satisfied with your first paid subscription, request a refund within 14 calendar days of the initial subscription charge. This applies to both initial monthly and initial annual subscriptions. Email [email protected] with the subject “Initial subscription refund,” your account email, company, and invoice reference. A reason is optional. We will refund the initial subscription payment in full, including taxes collected on that refunded subscription where applicable, and cancel renewal. Access may end when the refund is issued. This satisfaction policy covers the first subscription purchase per customer, not repeated purchases, subsequent renewals, or separately negotiated professional services. Any exclusion for custom services must be disclosed and accepted before purchase.

5. Refunds after 14 days and prorated adjustments

After the initial 14-day window, cancellation alone does not normally result in a refund or prorated refund of unused time; access continues to the end of the paid period. Renewals are generally nonrefundable except for billing mistakes, service failures warranting a remedy, the applicable agreement, or mandatory law. Contact us promptly if a renewal was unintended so we can review the circumstances. When we materially discontinue a prepaid service without an equivalent replacement, we provide a prorated refund for the unused affected period. Approved plan changes, duplicate charges, or billing corrections may result in prorated credits or refunds; we will confirm the calculation in writing before processing an agreed change. Enterprise SLA credits follow the signed SLA.

6. Processing and refund timeline

We aim to acknowledge refund and cancellation inquiries in less than 24 business hours during support operations, and review ordinary refund requests within 3 business days after receiving enough information to identify the payment. Approved refunds are initiated promptly, normally within 2 business days of approval, to the original payment method. For payments processed through Stripe, the refund generally appears within 5–10 business days after initiation, depending on the bank and payment method. This is an estimate, not a guaranteed bank settlement time. We will send confirmation and provide a reference when available. If the refund has not appeared after 10 business days, contact us for help tracing it. Refunds cannot be directed to an unrelated card, cryptocurrency address, or third party.

7. Billing disputes, duplicate charges, and unauthorized payments

If a charge looks incorrect, duplicated, or unauthorized, email us promptly with the invoice reference, charge date, amount, and a description. We investigate in good faith, correct confirmed errors, and refund duplicate or unauthorized charges as appropriate. We may request limited verification to protect your account. Do not email full card numbers or security codes. Contacting us does not waive your right to dispute a payment with your bank, and no clause limits statutory deadlines. If a formal payment dispute is already open, we will coordinate with the processor to avoid duplicate reimbursement.

8. Failed payments, service access, and data

We may notify you of failed payments and provide a reasonable opportunity to update your payment method before suspension, except where security or legal concerns require immediate action. Cancellation does not remove charges already lawfully incurred. Export available customer data before the end of access, or contact support for available export options. Deletion and retention follow the Privacy Policy, your agreement, and legal recordkeeping requirements.

9. Policy updates and support

Material billing policy changes will be communicated before applying to a future renewal and will not retroactively reduce an already accrued refund right. For a subscription, refund, cancellation, invoice correction, or billing dispute, use the contact below. We do not charge a cancellation fee for standard subscriptions.

Contact & company details

Entropy Field, LLC
Delaware Limited Liability Company, formed March 18, 2026
Delaware Division of Corporations File #10551229
Registered office & business mailing address: 1111B S Governors Ave #24889, Dover, DE 19904, United States
Email: [email protected] · [email protected]

Support hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time, excluding U.S. federal holidays. Response target: less than 24 business hours.