The short version
- All fees are non-refundable, except in the specific cases listed in this policy or where the law requires a refund.
- Cancelling stops future renewals. It does not refund the current term.
- Unused time, seats and AI credits are not refunded or credited.
- Billing errors must be reported within 30 days of the charge.
This summary is for convenience. The full text below is what applies.
1.Scope
This policy applies to every Berel OS subscription bought from Cravto, LLC, online or through an order form, on any plan (Starter, Forward, Scale and Enterprise), and to add-ons such as extra AI credits. It forms part of our Terms of Service. An order form can change it only where it says so expressly.
2.At a glance
| Situation | Outcome |
|---|---|
| You cancel a monthly plan during the month | Access until the end of the month. No refund. |
| You cancel an annual plan during the year | Access until the end of the term. No refund. |
| You remove seats or move to a lower plan | Applies at renewal. No refund or credit. |
| AI credits are left unused | They expire. No refund. |
| We charged you twice or made a billing error | Refund of the incorrect amount, if reported within 30 days. |
| We end your subscription without cause | Pro rata refund of prepaid fees for the unused term. |
| We suspend or close your account for a breach | No refund. |
3.All sales are final
Fees are paid in advance and are non-refundable and non-creditable. This includes, without limitation:
- partial months or years of service;
- periods when you did not use the Services;
- unused or inactive seats;
- downgrades to a lower plan or fewer seats;
- unused AI credits, including purchased top-ups;
- onboarding, migration or other professional services once work has started.
We encourage every team to book a demo and review the plans before buying.
4.Monthly subscriptions
Monthly plans are charged in advance at the start of each billing month. You can cancel at any time in workspace settings. Cancellation takes effect at the end of the current month, you keep access until then, and no refund or proration is given for the remaining days.
5.Annual subscriptions
Annual plans are a 12-month commitment, charged in advance at a discounted rate of up to 20%. The discount is given in exchange for that commitment, so no refund is given for cancelling during the term, for any reason, including early termination, business closure or a change of plans.
Auto-renewal can be turned off at any time before the renewal date. We send a reminder at least 30 days before an annual renewal. Once a renewal has been charged, it is non-refundable.
6.Seat and plan changes
- Upgrades and added seats are charged immediately, pro rata for the rest of the current term.
- Downgrades and removed seats take effect at the next renewal. No refund or credit is given for the current term.
- A switch from annual to monthly billing takes effect at the end of the annual term.
7.AI credits
Included AI credits reset every billing month and do not roll over. Purchased top-ups are valid for the period stated at purchase. Credits have no cash value, cannot be transferred and are never refunded. Credits used by AI Agents running under your rules are consumed even if you later discard the Output.
8.When we issue a refund
We issue refunds only in these cases:
- Duplicate charges or billing errors made by us, reported within 30 days of the charge. We refund the incorrect amount.
- Termination by us without cause. We refund prepaid fees for the unused part of the term, pro rata.
- Intellectual property claims. Where we end affected Services under the Indemnity section of our Terms, we refund prepaid fees for the unused term, pro rata.
- Mandatory law. Where applicable law gives a refund right that cannot be excluded by contract.
Service credits under an Enterprise service level agreement are applied to future invoices. They are not paid out in cash.
9.When we never issue a refund
- Suspension or termination for a breach of our Terms, including non-payment or a breach of Acceptable use.
- Account closure because of fraud or misuse.
- Dissatisfaction with Outputs, carrier rates, schedules or third-party integrations outside our control.
- Forgetting to cancel before a renewal date.
- Downtime within agreed service levels, or caused by third parties or events beyond our reasonable control.
10.Chargebacks and payment disputes
Contact us before disputing a charge with your bank. If you open a chargeback for a valid charge, we may suspend your workspace immediately until it is resolved and recover dispute fees and collection costs. A chargeback does not cancel your subscription or your obligation to pay for it.
11.How to request a refund
Email legal@berelos.com from the workspace owner’s email address within 30 days of the charge. Include:
- your workspace name;
- the invoice number, charge date and amount;
- the reason for the request and any supporting details.
We reply within 10 business days. Approved refunds are paid to the original payment method within 10 business days of approval, in the original currency. We are not responsible for exchange rate differences or bank fees. Taxes are refunded only where we can recover them.
12.Goodwill exceptions
Any refund or credit outside this policy is at our sole discretion, is a one-time courtesy, and does not waive this policy or set a precedent for future requests.
13.Changes to this policy
We may update this policy. Changes apply to charges made after the updated policy is published. The date at the top shows the latest version.