This policy explains cancellation and refund rules. It covers two distinct offerings: bespoke professional services delivered by TarraCoata, and subscriptions to the TarraOne platform.
Part A — TarraCoata custom development services
A1. Nature of the engagement
Custom software, AI automation, systems and website projects are bespoke work performed to your specification. Once work has begun, capacity is reserved and effort is not recoverable.
A2. Deposits
Projects begin after acceptance of a proposal and payment of the agreed deposit, typically 40% of the project fee. The deposit reserves the delivery slot and covers discovery and planning.
- Cancellation before kickoff and before any work has started: the deposit is refunded in full, less any third-party costs already committed.
- Cancellation after kickoff: the deposit is non-refundable.
A3. Cancellation during the project
You may cancel a project at any time with written notice. On cancellation we invoice for all work completed and in progress up to the cancellation date, calculated against the agreed milestones or hourly rate, and credit any amount already paid in excess. Work products for paid milestones are delivered under the Copyright & Intellectual Property Policy.
A4. Milestone payments
Milestone payments become non-refundable once the corresponding milestone is delivered for review, whether or not you subsequently choose to continue.
A5. Third-party costs
Licences, stock assets, domains, hosting, paid APIs and similar pass-through costs already purchased on your behalf are non-refundable.
A6. Revisions and rejection
The revision rounds included in your proposal are described in the Service Agreement Information. A refund is not available in place of unused revision rounds. If a deliverable materially fails the agreed acceptance criteria, we correct it at no cost before any refund question arises.
A7. Delays caused by us
If we materially miss an agreed delivery date for reasons within our control and cannot cure within 30 days, you may cancel the remaining scope and receive a pro-rata refund of amounts paid for undelivered work.
A8. Maintenance retainers
Monthly retainers may be cancelled with 30 days' written notice. Unused hours within a month do not roll over and are not refundable.
Part B — TarraOne SaaS subscriptions
B1. Trials
Where a free trial is offered, you may cancel at any time before it ends and no charge is made. Trials are limited to one per organisation.
B2. Monthly plans
Cancel at any time from workspace settings. Cancellation takes effect at the end of the current billing month; the service stays available until then. Part-months are not refunded.
B3. Annual plans
Annual subscriptions may be cancelled at any time to prevent renewal. If you cancel within 14 days of first purchasing an annual plan and have not made material use of the service, we refund the full amount. After 14 days, annual fees are non-refundable, but you keep access for the remainder of the term.
B4. Renewals
Renewals are charged automatically. If an annual renewal is charged and you cancel within 14 days of that charge without material use in the new term, we refund it in full.
B5. Usage-based charges
Charges for consumed AI capacity, storage or overage are billed in arrears and are not refundable once consumed.
B6. Downgrades
Downgrades take effect at the next billing cycle. We do not refund the difference for the current cycle.
B7. Service failure
If verified platform downtime attributable to us exceeds the availability target in the SaaS Terms of Service in a given month, you may request a service credit against a future invoice. Credits are the exclusive remedy for availability shortfalls unless a signed SLA states otherwise.
B8. Suspension and termination for cause
No refund is due where a subscription is suspended or terminated for breach of the Acceptable Use Policy or for non-payment.
Part C — Common provisions
C1. Consumer rights
Nothing in this policy limits statutory rights of a consumer under the Israeli Consumer Protection Law, 5741-1981, or under EU consumer law where applicable, including the statutory right to cancel certain distance contracts. Where those rights conflict with this policy, the statutory rights prevail.
C2. How to request a refund
Send a written request to [billing@tarracoata.com] with the invoice number, the amount and the reason. We acknowledge within 3 business days and decide within 14 days.
C3. Method and timing
Approved refunds are returned to the original payment method within 14 days of approval. Bank or card processing may add several business days. Currency conversion differences and payment processor fees are not reimbursed.
C4. Chargebacks
Please contact us before initiating a chargeback. Chargebacks raised without prior contact may lead to immediate suspension pending resolution.
C5. Contact
[billing@tarracoata.com] · tarracoatainfo@gmail.com · [Phone Number].