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Refund Policy

Last updated: March 1, 2026

1. Money-Back Guarantee

We want you to be completely satisfied with RAUM AI. We offer a clear money-back guarantee for new subscribers depending on their selected billing cycle:

  • Monthly Subscriptions: You are eligible for a full refund of your initial month's subscription fee if you cancel and request a refund within 14 days of your initial purchase date, provided the platform is not functioning as described or has not delivered the value expected.
  • Annual Subscriptions: To support larger commitments, annual plans receive a 20% discount. If you cancel your annual subscription, you are eligible for a pro-rata refund for the unused full months within the first 30 days of the subscription period. After 30 days, annual payments are non-refundable.

2. Merchant of Record Processing (Paddle.com)

RAUM AI partners with Paddle.com to process all payments, manage subscription billing lifecycle, and issue invoices. As our online reseller and the Merchant of Record (MoR), Paddle is responsible for processing card transactions, resolving payment issues, administering refunds, and handling local sales tax compliance.

All approved refunds will be issued and processed through Paddle.com back to the original payment source (credit card, PayPal, bank transfer, etc.) used at the time of purchase.

3. Exceptions & Ineligible Scenarios

Refunds will not be granted in the following circumstances:

  • Usage overages: Subscription overage charges billed in arrears for auto-resolution tickets exceeding your monthly plan limits are strictly non-refundable.
  • Termination for cause: If your account is suspended or terminated due to a material violation of our Acceptable Use policy or Terms of Service, you will not be eligible for a refund.
  • Subsequent renewals: Refunds apply only to the initial subscription purchase. Automatic monthly or annual renewals are non-refundable unless cancellation was requested before the renewal date.
  • Abuse of policy: We reserve the right to deny refund requests if we detect clear abuse of our services or repetitive patterns of purchasing and refunding accounts.

4. SLA & Service Credits

In addition to our money-back guarantees, if RAUM AI fails to meet our 99.9% platform uptime commitment as defined in Section 4 of our Terms of Service during a billing cycle, you are eligible for service credits applied to your next invoice. SLA refund requests and credit applications must be submitted in writing within 30 days of the SLA incident.

5. How to Request a Refund

To cancel your service and request a refund:

  1. Log in to your RAUM AI dashboard and click "Cancel Subscription" in your Billing settings to halt future charges.
  2. Send a formal refund request via email to [email protected].
  3. Please include your Organization Slug, the registered Account Email, and your Paddle Transaction/Order ID found on your email receipt.

Our support team will review your request and respond within 24–48 hours on business days to confirm approval.

6. Processing Timelines

Once we or Paddle approve your refund request:

  • The billing status will show as "Refunded" in your billing history.
  • It typically takes 5 to 10 business days for the refunded amount to post to your bank or credit card account, depending on your card issuer and banking institution.

7. Contact Billing

If you have any questions or concern regarding your subscription billing, Paddle invoices, or this Refund Policy, please get in touch with us at [email protected].