Refund & Cancellation Policy

What this policy is

This policy sets out how subscriptions to CMAT are cancelled and when money is returned. It expands on sections 6 and 7 of our Terms of Service and forms part of them. If anything here conflicts with the Terms, the Terms govern.

It applies to subscriptions bought from us directly. Where your organisation has signed a separate written agreement or purchase order with different terms, that document prevails.

The free plan is the evaluation

Every account has a free plan that does not expire and takes no payment details. It is not a demo dataset and not a reduced engine: the orbital, decay, reentry, ground-track and ground-station results it produces are computed by exactly the same validated models, at the same fidelity, that a paying customer's run uses. What it does not include is the thermal and attitude half of the tool, and the ability to export.

This is the centre of the whole policy, so it is worth being plain about the reasoning: we would rather you found out CMAT was wrong for you before paying than argue about it afterwards. Run your own spacecraft through it. Compare the orbit, the decay and the pass predictions against whatever you already trust. Read the verification material, which describes how every model was checked and against what. If it does not earn the subscription, do not buy one, and nothing is owed in either direction.

Because that opportunity is open-ended rather than a countdown, the sections below are firmer than they would otherwise be: an evaluation that never expires is a stronger answer to "I did not get to try it" than any trial period could be.

Cancelling

• You may cancel at any time, for any reason or none, by writing to the address in section 15. When self-service cancellation is available in your account, that works too and takes effect the same way.
• Cancellation stops the next renewal. It does not cut short the term you have already paid for: you keep full access until that term ends, and your saved missions stay where they are until then.
• There is no cancellation fee, no notice period and no minimum number of terms.
• Cancel at least 24 hours before a renewal date to be certain it is processed in time. A cancellation that arrives after a renewal has been taken is treated under section 6.
• After the term ends, your account remains and your data is available for export for 30 days, as set out in section 17 of the Terms. Analyses stop; the account is not deleted out from under you.

Automatic renewal

Subscriptions renew automatically for a further term of the same length, at the price then published for your plan, unless cancelled first. All plans are sold by the year, and we will remind you by e-mail before an annual renewal is taken.

If we are increasing the price, you get at least 30 days' notice before it applies, and it never applies to a term already paid for. If you do not want the new price, cancel before the renewal date and nothing is charged.

The general rule on refunds

When we do refund

We refund, without requiring you to argue for it, where:

• We cancelled your subscription for a reason other than your breach of the Terms, including if we discontinue CMAT or your plan. You get the unused portion of the term back, pro rata.
• We materially reduced the core analysis capability of your plan during a term you had paid for. Same pro-rata refund, and you may cancel at that point without penalty.
• You were charged twice, charged the wrong amount, or charged after a valid cancellation. We return the difference in full. Tell us and we will not quibble about who noticed first.
• You were charged despite never being able to use the Service, for example an account that could not be provisioned. Full refund.
• A refund is required by law in your jurisdiction. See section 8.
• We simply think it is fair. We reserve the discretion to refund in circumstances not listed here, and doing so once does not oblige us to do it again.

Approved refunds are processed within 10 business days to the original payment method. How long the money then takes to appear is up to your bank or card issuer, typically a further few working days. Refunds to an invoiced institutional customer are made by the same route the payment arrived.

When we do not

To be straightforward rather than leave you guessing, we do not refund for:

• Changing your mind after payment has been taken;
• Not using the subscription, using less of it than you expected, or forgetting to cancel before a renewal you did not want;
• Termination for breach of the Terms, including breach of the export-control and sanctions section;
• Dissatisfaction with the results of an analysis. CMAT produces model estimates whose accuracy depends on the models, on published environmental data and above all on the inputs you supply, as section 5 of the Terms sets out at length. A result you disagree with is not a defect in the Service, and the free plan exists so you can test that agreement, on your own mission, before paying;
• Short interruptions or scheduled maintenance. We do not offer a guaranteed uptime level on standard plans, and none of these plans is priced as though we did;
• Discounted pricing you turned out not to qualify for. If a student or academic plan is repriced or suspended because the affiliation could not be verified, the fee already paid is credited against the correct plan rather than refunded.

Your statutory rights

Nothing in this policy removes or limits a right you have under mandatory consumer protection law, and where such a law gives you a right to cancel or to a refund, that right applies and overrides anything above.

If you are a consumer in a jurisdiction with a statutory cooling-off or withdrawal period for services bought at a distance, tell us when you ask and we will apply it. Where your law allows you to waive that period in exchange for immediate access, and you started using a paid subscription straight away, the waiver may apply, but we will not use that as a reason to refuse a request made in good faith and in time.

Most of our customers are organisations rather than consumers, and business purchases are generally outside these protections.

Changing plan

• Upgrading mid-term takes effect immediately; you pay the difference for the remainder of the term, calculated pro rata.
• Downgrading between paid plans takes effect at the next renewal, not immediately. The difference for the current term is not refunded, because the paid plans differ in price and eligibility, not in the tool you receive, so a downgrade of that kind takes nothing away mid-term.
• Cancelling to the free plan is not a downgrade in that sense, and it does not take effect until the end of the term you have paid for. You keep the complete tool until then. At that point the account returns to the free plan, which does include fewer results: the thermal and attitude sections and the export of reports, data and chart images stop being available. Nothing is deleted. Your saved missions stay in your account, and the orbital, decay, ground-track and ground-station half of the tool keeps working indefinitely.
• Adding seats to an institutional plan is charged pro rata to the end of the current term, so that every seat renews together. Removing seats takes effect at renewal.

Invoices and purchase orders

• Institutional and commercial customers may be invoiced against a purchase order. Unless the order says otherwise, invoices are payable within 30 days of issue.
• An invoiced subscription is cancelled the same way as any other: in writing, effective at the end of the paid term. Cancelling does not void an invoice already issued for a term that has started.
• If your finance process requires a purchase order number, a specific reference or a particular invoicing portal, tell us before the term begins, because we would rather set it up correctly than reissue.
• Where an institution's procurement rules conflict with this policy, raise it with us before purchase. We can usually accommodate it in the order document, and the order document prevails.

Failed payments

If a payment fails, we will tell you and retry. Access continues while we do. If it remains unpaid, or an invoice is materially overdue, we may suspend analyses after giving you notice and a reasonable opportunity to fix it. Your account and your saved missions are not deleted for non-payment, and restoring access is a matter of settling the balance.

Card disputes

Please write to us before disputing a charge with your bank. A duplicate or incorrect charge is usually resolved by e-mail within a day or two, whereas a chargeback takes weeks, and an unexpected one may cause us to suspend the account while it is investigated.

We will always look at a billing complaint properly. If we got it wrong, we refund under section 6 and there is nothing to dispute.

How to ask

Write to the address in section 15 from the e-mail address on the account, and include:

• the account e-mail;
• what you want, whether cancellation, a refund, or both;
• the invoice number or the date and amount of the charge, if a refund is involved;
• briefly, what happened.

We will acknowledge within 5 business days and give you a decision within 10 business days, with reasons if the answer is no. A cancellation takes effect from the date your request reaches us, not the date we get round to replying.

Changes to this policy

The version in force is the one published at this address, with its version number and effective date at the top. Material changes are notified at least 30 days in advance by e-mail or a prominent notice in the application, and the policy that applies to a subscription is the one in force when that term was paid for, so a later change cannot retroactively remove a refund right you had at purchase.

Contact

Cancellations, refund requests and billing questions:

[operator: registered name]
[registered address, Jordan]
E-mail: [email protected]