What comes back, and when
Two of Decidi’s refunds happen on their own, without you having to ask. The rest of this page is the honest edge of that: what is not refundable, and what the law gives you regardless. It is the same substance as the billing section of the terms, written to be read rather than skimmed past. Where the two differ, the terms govern.
A run that fails is never charged
A Multi-Agent run holds its cost while it works and settles only for the model calls that actually completed. If a model fails, or the run cannot finish, the hold returns to your balance automatically. Nothing to claim, nothing to email about.
A verdict under our own quality bar refunds itself
Every verdict is scored after the run. One that genuinely fails Decidi’s Final QA quality bar is refunded automatically — the fair-billing guarantee. It is the one refund policy we would rather never have to honour, which is why it is automatic instead of discretionary.
What is not refundable
Except where the law requires otherwise, a purchase is not refundable once the runs it buys are in your balance — that is the point at which you have been given what you paid for. Cancelling a plan stops every future renewal; because each period’s allowance is delivered up front, the current period is not pro-rated.
Your statutory rights come first
If you are a consumer in a jurisdiction with a statutory right of withdrawal — the EU/UK 14-day cooling-off right on digital purchases, for example — that right applies until you begin using what you bought. Spending any of it is a request for immediate supply, and the right is then exhausted. Nothing on this page limits a right the law gives you.
How to raise one
Email support@decidi.ai with the payment reference from your receipt and one line on what went wrong. A human reads it; anything about a charge is treated as urgent. There is no form to fill in and no ticket robot to get past.
Payments are handled by Lemon Squeezy, which acts as the merchant of record for Decidi — it is the seller on your receipt, charges in US dollars, and calculates, collects and remits any sales tax or VAT due in your country. Full card details never reach Decidi’s servers. Lemon Squeezy is the seller shown on your receipt, so a refund is issued through them — we raise it, you do not have to.
Questions people actually ask
- What happens if a Multi-Agent run fails part-way?
- You are not charged for it. A run holds its cost while it works and settles only for the model calls that actually completed — if a model fails or the run cannot finish, the hold is returned to your balance automatically, without you asking for it.
- What if the verdict is poor?
- Every verdict is scored after the run, and one that genuinely fails Decidi’s own Final QA quality bar is refunded automatically. You do not need to email anyone or argue the case — the refund happens on its own.
- Can I get a refund on a plan or a top-up I have already used?
- Except where the law requires otherwise, a purchase is not refundable once the runs it buys are in your balance. If you are a consumer with a statutory right of withdrawal — the EU/UK 14-day cooling-off right on digital purchases, for example — that right applies until you begin using what you bought; spending any of it is a request for immediate supply, and the right is then exhausted.
- What happens to my balance if I cancel?
- Cancelling stops every future renewal and charge. You keep whatever is already in your balance and can resubscribe whenever you like. Because each period’s allowance is delivered up front, a cancellation applies to the next renewal — the current period is not pro-rated or refunded, and your statutory rights are unaffected.
- How do I raise a refund?
- Email support@decidi.ai with the payment reference from your receipt. Anything about a charge is treated as urgent.