Refund Policy

Capconvert Refund Policy

Capconvert, LLC. operates a discretionary, case-by-case refund policy. This page describes the default position and the path to request an exception.

The default for both Cortex SaaS subscriptions and Capconvert agency engagements is: no refunds for fees already paid. Cancellation is permitted at any time, and service continues through the end of the then-current billing period.

We hold this position because (a) the underlying work (agency hours, Cortex compute, AI model usage, third-party platform costs) is consumed in real time and cannot be recovered after the fact, and (b) cleanly accounted monthly billing keeps our pricing simple and predictable.

Cortex Subscriptions

Monthly subscriptions. You may cancel at any time from the in-app billing surface or by emailing help@capconvert.com. Cancellation takes effect at the end of the then-current monthly billing period. The subscription fee for the current period is not refunded.

Annual subscriptions. Annual fees are paid in advance and are non-refundable, except where Capconvert materially breaches the Cortex Terms of Service or the SLA and fails to cure within 30 days of written notice. SLA service credits are the standard remedy for uptime failures and apply automatically without invoking this policy.

Metered overage. Usage already consumed beyond your included allotment is non-refundable.

Agency Engagements

Capconvert agency engagements operate on a month-to-month basis with no minimum term commitment. You may cancel at any time. The current month’s retainer continues through the end of the billing period, and any deliverables already produced are transitioned per the terms of your service agreement. The current month’s retainer is not refunded.

Engagements that fail to meet expectations should be raised with your account lead before invoking this policy. We would rather rescope the work or re-staff than refund retroactively.

Exception Path

We do consider refund requests on a case-by-case basis, particularly for:

• Material service failure within the first 14 days of a new Cortex subscription that we cannot reasonably remediate.
• Duplicate or accidental charges caused by billing system error.
• Material breach of the Cortex Terms of Service or SLA not addressed by automatic service credits.
• Fraud or unauthorized use of a customer’s billing instrument reported within 30 days of the charge.

To request an exception, email help@capconvert.com with subject line “Refund Request” and include (a) the account or invoice number, (b) the specific charge(s) you are asking us to review, and (c) a brief description of what happened. We will respond within five business days. Most reasonable requests are resolved with a credit on the next invoice, a partial refund, or a rescope of the engagement.

Last updated: May 26, 2026