Refund and Cancellation Policy

Effective date: 2026-07-09

1. Scope

This policy covers refunds and cancellations for subscriptions to the ExcuseMe platform (PRO, MAX, Enterprise tiers). It does not cover orders placed by a venue's Guest customers — those are a matter between the Guest and the venue.

ExcuseMe subscriptions are offered for business use only. By creating an admin account or purchasing a paid subscription, you confirm that you are acting for a business, venue, or professional purpose and not as a consumer buying the Service for personal or household use.

2. Free trial

Every new account can activate a 30-day MAX trial without providing payment details. On day 30, unless a subscription is created, the account automatically downgrades to the free Starter tier. No charge is ever made during a trial and there is nothing to cancel — simply let the trial lapse.

3. Starter tier

The Starter tier is free and can be used indefinitely within its published caps. You may stop using it at any time by deleting the account from your admin settings. No cancellation fee, no refund (there is nothing to refund).

4. Paid subscriptions — cancellation

Paid subscriptions (PRO and MAX) renew automatically on the anniversary of your sign-up date until you cancel.

To cancel:

• Self-service: go to your admin settings → Billing → Cancel subscription. The cancellation is processed via Paddle (our Merchant of Record).
• By email: write to billing@excuseme.pro. We will confirm the cancellation within 2 business days.

Cancellation takes effect at the end of the current billing period. You retain access to paid-tier features until that date; after it, the account downgrades to Starter with existing data preserved.

5. Paid subscriptions — refunds

5.1 General rule

Subscription fees are non-refundable for the current and previous billing periods except where required by mandatory law.

5.2 B2B subscriptions

Because ExcuseMe subscriptions are sold for business use only, consumer cooling-off or withdrawal rights do not apply to subscription purchases in the normal course. If mandatory law treats you as a consumer despite this business-use restriction, we will honour any non-excludable rights that apply.

5.3 Pro-rata refunds for prolonged outage

If the service is unavailable for a continuous period of 72 hours or more during a billing cycle for reasons attributable to us (not to a third-party sub-processor's generalised outage, and not to your own network / infrastructure), we will credit your next invoice pro-rata for the affected days. You can request this by emailing billing@excuseme.pro with the approximate outage window; our server logs verify it.

5.4 Goodwill refunds

At our discretion, we may offer a goodwill refund where the strict letter of this policy would produce an unfair outcome (e.g., a duplicate charge, a new account created by mistake, obvious misbilling). Contact billing@excuseme.pro with details.

6. Overage charges

Paid tiers include a monthly AI usage allowance (text conversations, and voice minutes on MAX); the included amounts and per-unit overage rates are published on the pricing page and shown in your admin dashboard. If you have explicitly enabled metered overage (admin settings → AI Bartender → "Allow usage past the included quota"), overage is billed at the published per-unit rate up to the ceiling you set.

Overage charges:

• Are non-refundable once incurred.
• Can be capped upfront by setting a lower ceiling.
• Can be paused entirely by disabling the toggle; the affected AI feature pauses at the included allowance until next month.

7. Downgrades and upgrades mid-period

• Upgrade (Starter → PRO, PRO → MAX, or increased billed_tables) takes effect immediately and is prorated: Paddle charges the difference for the remainder of the current period.
• Downgrade (MAX → PRO, PRO → Starter, or reduced billed_tables) takes effect at the next billing cycle, not immediately. You retain the higher tier's features until then. No credit or refund is issued for the unused portion of the current period.

8. Cancellation by us

We may terminate or suspend a subscription in accordance with Terms of Service §13 (material breach, non-payment, violation of the Acceptable Use Policy, legal requirement). If we terminate for non-payment or breach, no refund is due. If we terminate for our own convenience (rare — e.g., discontinuing the service), we issue a pro-rata refund for the unused portion of the current period.

9. Disputes

If you disagree with a refund decision, write to billing@excuseme.pro with the facts. We aim to resolve disputes directly; if we can't, options escalate to the small-claims court in the jurisdiction specified in the Terms of Service §15. Nothing in this policy limits any non-excludable rights or remedies that mandatory law gives you.

10. Changes

This policy may change. Material changes affecting paid subscribers take effect with at least 60 days notice. Non-material or legally required clarifications may take effect immediately.

11. Contact

• Billing + refunds: billing@excuseme.pro
• General enquiries: hello@excuseme.pro