Effective: April 29, 2026
This policy explains how cancellations, refunds, dunning, and chargebacks work for the Axolotl Army Portal at portal.axolotlarmy.net. It is written in plain English first; the more formal language in each section is the binding text. Where a national or state consumer law gives you stronger rights than the ones described here, those statutory rights apply.
This policy applies to every paid product offered by Axolotl Army, including monthly and annual subscriptions, add-ons, and one-off credit top-ups. It governs:
All billing is processed by Stripe. Refunds are issued back to the original payment method via Stripe; we do not offer cash, store credit, or alternative-currency refunds.
You can cancel any active subscription at any time. There is no cancellation fee and you do not need to contact us first. To cancel:
POST to /api/client/billing/cancel.Cancellation is effective at the end of the current paid period. You keep access to all features that are part of your plan until that date, after which the account moves to the free tier (read-only for paid features). We do not pro-rate or refund the unused portion of the current period unless one of the carve-outs in section 3 or 4 applies.
We never charge a fee for cancelling. If you see an unexpected charge labelled as a cancellation fee, treat it as a billing error and contact legal@axolotlarmy.net.
When your last active subscription cancels, your account enters a 30-day grace period. Your videos, projects, brand profile, contacts, leads, templates, and history remain on the account during the grace period. If you re-subscribe to any tier within those 30 days, the grace timer is cleared automatically and you regain access to everything as it was.
After the 30-day grace period elapses, your customer content is permanently deleted in a daily automated sweep: videos, leads, contacts, brand profile, calendar events, scheduled posts, templates, AXY conversations, and OAuth refresh tokens for your connected mailboxes and calendars are all removed. The account row remains as a tombstone (with PII nulled) so we can satisfy the legal-hold exception for invoices and payment records — those are retained per US tax / SOX rules for seven (7) years even after deletion.
If you want to remove your data beforethe 30 days are up, submit a deletion request via Settings → Privacy & Data (or email legal@axolotlarmy.net) and an operator will process it sooner.
Subscription fees are non-refundable. We do not offer a 7-day, 14-day, or 30-day money-back guarantee on any monthly or annual subscription tier (Starter, Pro, Premium, or Enterprise). If you decide the Service is not for you, you can cancel at any time per section 2 above; you will not be billed for any period after cancellation, and your existing access continues through the end of the period you have already paid for.
We take this position deliberately. Subscription fees fund ongoing access to AI generation capacity that is reserved for you regardless of whether you use it. Pre-loaded credits and add-on capacity also incur real upstream costs from our model providers the moment you activate them. A blanket money-back guarantee on a usage-based AI product creates a meaningful incentive to consume the included credits and then claim a refund — which is unfair to customers paying their fair share and to us. If you want to try the Portal before subscribing, contact support@axolotlarmy.net to ask about current trial offers.
We will refund a subscription charge in the following narrow circumstances:
Annual subscriptions are paid upfront for 12 months and are non-refundable in the same way as monthly subscriptions (see section 3.1). Discounts on annual plans reflect that you are committing to the full 12-month period.
The discretionary refund categories in section 3.2 apply to annual plans too. The most common path to a refund on an annual plan is a material breach of our SLA — for example, extended downtime — in which case service credits (and, where the SLA so provides, prorated cash refunds) are the exclusive remedy.
Stripe sends invoice and renewal notifications through your billing email at intervals controlled by your Stripe customer settings. We do not currently send a separate 30-day or 7-day renewal reminder from the Portal itself. Annual plans renew on the anniversary of purchase unless cancelled at any time before renewal.
AI generation credits are consumed in real time by upstream API providers — Kie.ai (Veo 3 video), Runway (Gen-4.5 video), Anthropic (Claude), and ElevenLabs (voice). Those providers bill us at the moment a generation runs, so once a credit is consumed we cannot recover the cost from them and cannot refund it to you.
Unused credits are kept on your account indefinitely while the account is active. We reserve the right to expire balances that have been unused for more than 12 months on 30 days' written notice, but we do not currently apply this rule on a timer — credits remain redeemable until you actively use them or close your account.
Once you click Buy on a credit top-up the order is considered final. We will refund a credit top-up only in these narrow circumstances:
Outside these categories, credit top-ups are non-refundable — whether or not you have used them yet — because the upstream API capacity is reserved for you the moment the top-up clears.
Bulk credit top-ups purchased by Enterprise customers are governed by the applicable order form and may have different expiry, transfer, or refund terms than retail top-ups. Where the order form is silent, this policy applies.
If a scheduled subscription charge fails (expired card, insufficient funds, fraud block, etc.) we follow Stripe's smart-retry schedule and step the account through a documented state machine until the balance clears. The actual states, timings, and capabilities are defined in code and reflected in your portal.axolotlarmy.net/portal/plan page in real time.
| State | When it triggers | What happens | Your access |
|---|---|---|---|
| FAILED | Day 0 — first failed payment | Stripe retries automatically per its smart-retry schedule. Banner shown in /portal/plan with a one-click link to the Stripe billing portal. | Full access during the grace period. |
| LOCKED | Day 3 of FAILED status | Portal access is blocked. You can still buy credits (i.e., pay the overdue balance) so the account can be restored, but generation, publishing, and editor features are paused. | Restricted — only the billing surface remains usable. |
| SUSPENDED | Day 7 of FAILED status | Outbound social publishing is paused (your scheduled slots are pulled). Portal access, AI generation, credit top-ups, and the editor continue to work, so any further outreach must be sent through your own connected mailbox rather than through us until the balance clears. | Partial — publishing blocked, everything else works. |
| CANCELLED | Manual cancellation by you, or by us if the balance remains unpaid | Subscription is closed. Access ends and we stop billing. Existing data remains on the account; see section 2.4 for how to remove it. | None — re-subscribing restores access. |
Updating the payment method at any stage (from the Stripe billing portal linked inside /portal/plan) clears the failure and restores the account to CURRENT within minutes. We do not currently auto-cancel subscriptions on extended non-payment — accounts can sit in SUSPENDED until you either resolve the payment or cancel.
Chargebacks are expensive for us and your card issuer alike, and the discretionary refund process in section 3.4 is faster and cleaner than a chargeback for legitimate disputes. If you believe a charge is wrong, please email legal@axolotlarmy.net before initiating a chargeback. We aim to resolve billing disputes within 5 business days.
Refunds and service credits are different remedies for different problems. Refunds reverse a charge; service credits offset future invoices when we miss our uptime commitment.
Where you have stronger rights under consumer-protection law in your jurisdiction, those rights are not waived by this policy.
Consumers (not businesses) resident in the EU or the UK have a 14-day right of withdrawal under the Consumer Rights Directive (and equivalent UK legislation) for distance contracts. To exercise this right, email legal@axolotlarmy.net within 14 days of subscribing.
Important: under Article 16(m) of the Directive, the right of withdrawal for digital content is extinguished once performance has begun — that is, as soon as you sign a generation, send an outreach email, publish a post, or otherwise consume any included credit or feature. By signing up and confirming the consent prompt at checkout, you agree to immediate performance and acknowledge that you lose the right of withdrawal for any portion of the Service you have already used. We will refund a prorated portion of the period during which performance had not yet begun.
California buyers using the Service for personal, family, or household purposes have rights under California Civil Code § 1750 et seq. Email legal@axolotlarmy.net with proof of purchase to exercise those rights. As with section 9.1, refunds do not extend to portions of the Service that have already been delivered (credits consumed, sends made, content generated).
Australia, Canada, and other jurisdictions with mandatory consumer-protection statutes (for example the Australian Consumer Law) override this policy where they offer broader rights. If you are unsure whether a statute applies, contact us and we will work through it with you.
For all billing, refund, cancellation, and chargeback questions:
Please send refund requests from the email address registered on the account so we can match you to the Stripe customer record without extra verification.
We may update this policy from time to time. For material changes — anything that reduces your refund or cancellation rights — we will give at least 30 days' advance notice by email and an in-app banner. Non-material changes (typo fixes, clarifications, formatting, new contact addresses) take effect when published. The effective date at the top of this page is updated on every change.