Refund Policy

This policy covers amounts paid to Origina: subscription fees, token purchases, and platform invoices. It explains when those amounts can be refunded.

It does not override any mandatory statutory right you have, for example, a consumer cooling-off right where one applies. Where such a right conflicts with this policy, the statutory right wins.

It does not decide disputes between a licensor and a licensee about what an asset is or does; those are addressed in Section 6.

Subscription fees pay for access to the platform over a billing period. You can cancel at any time; cancellation stops the next renewal and takes effect at the end of the current period.

Subscription fees for a period already started are generally non-refundable, because access has been made available for that period, except where a mandatory consumer right, or a specific written commitment from us, provides otherwise.

If we materially reduce a paid feature during a period you have already paid for, contact us and we will make it right, which may include a pro-rata credit or refund.

Unused token balances may be refunded on request within 30 days of purchase, to the original payment method, less any transaction fees genuinely incurred by us in processing the original payment.

Tokens already consumed by real, metered usage are not refundable, because that usage has already been delivered and, in most cases, already credited to an asset owner.

Tokens are prepaid platform credit, not money on deposit: they are not transferable between organizations and carry no interest. See the Terms of Service for the full description.

If you were charged for usage that genuinely failed, an agent that did not respond, a file that could not be delivered, that charge is refundable. Our metering is designed not to bill for failed calls in the first place; if you believe you were billed for one, tell us and we will check the records behind the charge.

A licensed asset that works but does not meet your expectations is not a failed delivery. Where an Agent is involved, the Testbed and trial calls exist specifically so you can evaluate real performance before committing.

If you are charged twice for the same thing, or charged in clear error, we will refund the incorrect charge once we have confirmed it from the transaction records. Tell us promptly so we can trace it.

Fees paid for a licence are, in substance, paid to the asset owner rather than to us; we take only our platform fee. Disputes over what was licensed, or whether an asset met an agreed description, should be raised with the other party first, that agreement is between you and them.

We may withhold or reverse a payout while a genuine dispute, suspected fraud, or a chargeback is being resolved, and we may reverse amounts we are required to return.

Refunds are made to the original payment method in the original currency where possible. We are not responsible for differences caused by exchange-rate movements or for fees charged by your own bank or card issuer.

Please contact us before raising a chargeback, most issues are resolved faster directly, and a chargeback can freeze the amount in dispute. Accounts subject to a chargeback may be suspended pending resolution.

Raising a chargeback for usage you genuinely received and consumed may be treated as a breach of the Terms of Service.

Email hello@origina.cloud with the transaction reference and the reason. We aim to acknowledge within 5 business days and to resolve straightforward requests promptly after that.