Refund Policy

Last updated: 28 April 2026

1. Subscription fees

Catentio sells access to the managed runtime via monthly subscription plans, billed via Plugipay. Subscription fees are charged in advance for the upcoming billing period and are non-refundable for the current period once the period has started.

You can cancel a subscription at any time from the portal. Cancellation stops the next renewal — your access continues to the end of the period you have already paid for, and you will not be charged again.

2. Upstream usage charges

Anthropic model spend and DigitalOcean droplet hours are metered and billed in arrears. Once an agent run has consumed tokens or droplet time, the underlying cost is non-refundable — we have already paid the upstream provider on your behalf. If a run was triggered by a Catentio bug (e.g. a scheduler firing the same job twice), see §3.

3. When we will issue a refund

  • Duplicate charges — if you were charged twice for the same subscription period because of a payment-system error, we refund the duplicate within 7 business days of confirmation.
  • Runtime unavailable for >24 consecutive hours in a billing period due to an issue on our side (excluding announced maintenance) — pro-rated credit on your next invoice, or a refund on request.
  • Charged after cancellation — if a renewal was charged after a successful cancellation, we refund in full within 7 business days.
  • Runaway upstream spend caused by a Catentio bug — if our scheduler, retry logic, or runtime caused demonstrably duplicate or unintended upstream charges, we credit the affected amount.
  • Unauthorised charges — contact support immediately. We work with you and the payment provider to resolve and refund where applicable.

4. When we will not issue a refund

  • Partial-period cancellation. The current period was consumed; we don't pro-rate a mid-cycle cancel.
  • Change of mind. Use the BYO Free tier before committing to a managed plan.
  • Failure to use the service. We don't refund for unused time within an active subscription.
  • Plan downgrades. New tier applies from the next renewal; no credit for the higher tier already paid.
  • Upstream spend you triggered yourself (manual agent runs, prompts that landed in long loops, scheduled jobs you configured).

5. How to request a refund

Email adi@forjio.com with the account email, the invoice number or charge date, and the reason. We respond within 2 business days. Approved refunds are issued to the original payment method within 7 business days.

6. Contact

Email: adi@forjio.com