Last Updated: November 2025
1. Introduction
1.1 Scope
This Refund Policy applies to all subscriptions and purchases made for Bondi’s cloud-based business management and workflow automation platform (the “Services”). This policy is part of our Terms of Service and should be read in conjunction with our other policies.
Bondi Information:
- Company: Bondi Labs, Inc.
- Principal: Barak Turgeman
- Address: 2803 Philadelphia Pike, Suite B #356, Claymont, DE 19703, United States
- Billing inquiries: billing@heybondi.com
- General support: support@heybondi.com
1.2 Business-to-Business Service
Bondi is a B2B SaaS platform designed for businesses and organizations. Our refund terms reflect standard industry practices for business software subscriptions and differ from consumer product refund policies.
1.3 Payment Processing
All payments are processed securely through Stripe, our third-party payment processor. Refunds are subject to Stripe’s processing times and terms.
2. Free Trial Policy
2.1 Trial Period
We offer a 14-day free trial for new customers to evaluate our platform before committing to a paid subscription.
Trial Terms:
- Full access to platform features (or specified trial tier)
- No credit card required for trial signup
- No automatic charges during trial period
- Trial can be extended in certain circumstances (contact sales)
2.2 After Trial Period
If you do not subscribe:
- Your trial account will be deactivated
- Your data will be retained for 30 days
- You can reactivate by subscribing within the retention period
If you subscribe:
- Your account seamlessly converts to a paid subscription
- All your trial data and settings are preserved
- Billing begins according to your chosen plan
2.3 Trial Limitations
- One free trial per company/organization
- Trials are not available for accounts previously subscribed
- We reserve the right to deny trial access for abuse prevention
3. Subscription Plans & Billing
3.1 Available Plans
Bondi offers flexible subscription plans:
Monthly Subscriptions:
- Billed monthly in advance
- Auto-renewal each month
- Can be cancelled at any time
- No long-term commitment
Annual Subscriptions:
- Billed annually in advance
- Discounted rate compared to monthly
- Auto-renewal each year
- Advance payment for 12 months of service
3.2 Billing Cycle
Monthly Plans:
- Charged on the same day each month
- Pro-rated for upgrades within billing cycle
- Access maintained until end of billing period after cancellation
Annual Plans:
- Charged once per year on subscription date
- Pro-rated refunds available within 30 days (see Section 4)
- Access maintained for full 12-month period unless cancelled
3.3 Auto-Renewal
All subscriptions automatically renew unless cancelled before the renewal date:
- You will receive an email reminder before renewal
- You can cancel auto-renewal at any time
- Cancellation takes effect at the end of current billing period
- No refunds for current billing period after renewal charge
3.4 Plan Changes
Upgrades:
- Take effect immediately
- Pro-rated credit applied to current billing cycle
- You pay the difference for remainder of period
Downgrades:
- Take effect at the end of current billing period
- No refunds for the difference in plan cost
- Features reduced according to new plan tier
4. Refund Eligibility
4.1 Monthly Subscription Refunds
Standard Policy: Monthly subscriptions are non-refundable. This is standard practice in the B2B SaaS industry because:
- Services are provided and consumed throughout the month
- No long-term commitment is required
- You can cancel at any time without future charges
Exceptions: Refunds for monthly subscriptions may be issued only in the following circumstances:
- Billing Error: We charged you incorrectly due to our error
- Service Unavailability: Extended service outage preventing platform use (see Section 5)
- Duplicate Charge: You were charged twice for the same period
4.2 Annual Subscription Refunds
30-Day Money-Back Guarantee: Annual subscriptions are eligible for a pro-rated refund within the first 30 days of the initial purchase. For annual renewals, the 30-day window applies anew from each renewal date.
Calculation:
- Refund amount = (Annual fee / 365) × (365 - days used)
- Days used are counted from payment date to refund approval
- Stripe processing fees are non-refundable
Example:
- Annual plan: $1,200/year
- Days used: 20 days
- Refund: ($1,200 / 365) × (365 - 20) = $1,134.52
After 30 Days: Annual subscriptions are non-refundable after the first 30 days. You may cancel to prevent auto-renewal, but no refund will be issued for the remaining period.
4.3 Non-Refundable Circumstances
The following are not eligible for refunds:
General Exclusions:
- Services that have been used or consumed
- Subscription fees after the 30-day period (annual plans)
- Downgrade from higher to lower tier
- Change of mind after 30-day period
- Dissatisfaction with features clearly described in our documentation
- Failure to use the platform
Promotional & Discounted Plans:
- Plans purchased during promotional periods (unless specifically stated)
- Special discount codes or offers
- Enterprise plans with custom terms (governed by separate agreement)
Third-Party Services:
- Integrations with third-party services
- Add-ons or extensions from third-party providers
Taxes and Fees:
- Transaction fees charged by payment processors
- Bank or payment method fees
- Sales tax, VAT, or other applicable taxes
4.4 Fair Use
We reserve the right to deny refund requests if:
- The platform was used extensively before requesting refund
- Evidence of abuse or fraudulent activity
- Previous refund requests from the same organization
- Violation of our Terms of Service
5. Service Interruptions & Downtime
5.1 Service Level Commitment
While we strive for 99.9% uptime, occasional service interruptions may occur due to maintenance, updates, or unforeseen technical issues.
5.2 Scheduled Maintenance
- We perform scheduled maintenance with advance notice
- Maintenance windows are typically outside business hours
- No refunds or credits for scheduled maintenance
5.3 Unplanned Downtime
Service Credits: If we experience extended unplanned downtime that significantly impacts your ability to use the platform:
- More than 4 consecutive hours: 5% credit of monthly fee
- More than 24 consecutive hours: 25% credit of monthly fee
- More than 72 consecutive hours: 50% credit of monthly fee
Credit Terms:
- Applied as credit to your account, not cash refund
- Used towards future billing cycles
- Must be requested within 30 days of incident
- Subject to our review and approval
5.4 Exclusions
No credits or refunds for downtime caused by:
- Your internet connection or local network issues
- Third-party service failures (AWS, internet backbone)
- Force majeure events (natural disasters, acts of war, etc.)
- Distributed denial-of-service (DDoS) attacks
- Your misuse or violation of Terms of Service
6. Refund Request Process
6.1 How to Request a Refund
Step 1: Contact Us Email: billing@heybondi.com
Step 2: Provide Required Information
- Your account email and company name
- Subscription plan and billing date
- Reason for refund request
- Any supporting documentation (for billing errors, etc.)
Step 3: Await Review
- We will acknowledge receipt within 1-2 business days
- Review is completed within 5-7 business days
- You will receive a decision via email
6.2 Evaluation Criteria
We evaluate refund requests based on:
- Eligibility under this policy
- Timing of request (within refund period)
- Nature of the issue or complaint
- Usage history and patterns
- Previous refund requests
- Good faith and fair dealing
6.3 Decision & Appeal
If Approved:
- You will receive a confirmation email
- Refund processing begins immediately
- Funds returned via original payment method
If Denied:
- You will receive an explanation
- You may appeal by providing additional information
- Final decisions are at our sole discretion
6.4 Processing Time
Refund Timeline:
- Approval to processing: 1-2 business days
- Stripe processing: 5-10 business days
- Bank/card posting: Varies by financial institution (typically 3-5 business days)
Total Timeline: 7-14 business days from approval
Refund Method:
- Original payment method used for purchase
- Same currency as original transaction
- For annual plans paid by invoice: bank transfer or check
7. Cancellation Policy
7.1 How to Cancel
Self-Service Cancellation:
- Log in to your account
- Go to Account Settings → Subscription
- Click “Cancel Subscription”
- Confirm cancellation and provide feedback (optional)
Email Cancellation:
- Email support@heybondi.com or billing@heybondi.com
- Include your account email and confirmation of cancellation
- We will process within 1-2 business days
7.2 Cancellation Effect
Monthly Subscriptions:
- Cancellation processed immediately
- Access continues until end of current billing period
- No charges for subsequent periods
- No refund for current period
Annual Subscriptions:
- Cancellation processed immediately
- Access continues until end of annual period
- Auto-renewal is disabled
- No refund after 30-day period
7.3 What Happens After Cancellation
Immediate Effects:
- Auto-renewal is disabled
- No future charges will occur
- You retain access until period end
At End of Billing Period:
- Account is downgraded to free/inactive status
- Access to paid features is removed
- Data is retained for 30 days
Data Retention & Export:
- Your data is kept for 30 days after cancellation
- You can export your data during this period
- After 30 days, data is permanently deleted
- Consistent with our Data Processing Agreement
7.4 Reactivation
Within 30 Days:
- Reactivate easily through account settings
- All data and settings are restored
- Billing resumes according to selected plan
After 30 Days:
- Data has been deleted
- You can create a new account
- Previous data cannot be recovered
8. Downgrades
8.1 Downgrade Policy
You can downgrade to a lower-tier plan at any time.
Downgrade Terms:
- Takes effect at the end of current billing period
- You retain access to current plan features until then
- No refund for the difference in plan cost (industry standard)
- You can upgrade again at any time
8.2 Feature Access
After Downgrade:
- Access to premium features is removed
- Data created with premium features may become view-only
- User limits adjusted to new plan tier
- Storage limits reduced to new plan allocation
Before Downgrading:
- Review feature differences between plans
- Export any data you need from premium features
- Ensure team size fits within new plan limits
8.3 Immediate Downgrades
If you need to downgrade immediately (not at end of period):
- Contact billing@heybondi.com
- Available on a case-by-case basis
- No refunds for unused time on current plan
- Pro-rated credit may be applied at our discretion
9. Enterprise & Custom Plans
9.1 Custom Terms
Enterprise customers with custom subscription agreements may have different refund terms:
- Governed by the signed Enterprise Agreement
- Custom payment terms (invoicing, wire transfer)
- Custom billing cycles and commitments
- Negotiated refund and cancellation terms
9.2 Volume Discounts
Organizations purchasing multiple seats or licenses:
- Volume discounts may apply
- Refund terms remain as specified in this policy unless otherwise agreed
- Minimum commitment periods may apply
9.3 Professional Services
Fees for professional services (onboarding, training, consulting) are separate from subscription fees:
- Billed separately
- Non-refundable once services are rendered
- Quoted and agreed upon before commencement
9.4 Contact for Custom Terms
For enterprise or custom plans:
- Email: sales@heybondi.com
- We will work with you to create appropriate terms
- Custom agreements supersede this standard policy
10. Chargebacks & Disputes
10.1 Contact Us First
Before initiating a chargeback with your payment provider:
- Contact billing@heybondi.com to resolve the issue
- We are committed to fair resolution
- Most billing issues can be resolved quickly
- Chargebacks result in fees and administrative burden
10.2 Chargeback Consequences
If you initiate a chargeback without contacting us first:
Immediate Actions:
- Your account will be suspended (except where the chargeback is determined to be legitimate)
- Access to platform and data will be restricted
- We will dispute the chargeback with evidence
Evidence We Provide:
- Proof of service delivery
- Usage logs and activity history
- Terms of Service acceptance records
- Previous communication records
Additional Consequences:
- Chargeback fees may be charged to your account
- Future transactions may require alternative payment methods
- Fraudulent chargebacks may result in legal action
10.3 Legitimate Disputes
We understand legitimate disputes can occur:
Valid Reasons:
- Unauthorized transaction on your payment method
- Billing error or duplicate charge
- Service not received as described
Resolution Process:
- Contact us immediately with details
- We will investigate and respond within 3-5 business days
- We will work in good faith to resolve fairly
10.4 Fraudulent Activity
Chargebacks filed fraudulently (after receiving and using services) may result in:
- Permanent account termination
- Collection proceedings for unpaid fees plus chargeback costs
- Reporting to fraud prevention agencies
- Legal action to recover damages
11. Payment Failures
11.1 Failed Payment Notification
If a payment fails to process:
- You will receive an email notification immediately
- Multiple retry attempts will be made over 7 days
- You will be notified of each retry attempt
11.2 Grace Period
Active Grace Period:
- 7-day grace period from first failed payment
- Full access to platform maintained
- You can update payment method at any time
- No late fees during grace period
After Grace Period:
- Account is suspended if payment not resolved
- Access to platform is restricted to view-only mode
- Data is preserved
11.3 Account Suspension
If payment remains unpaid after grace period:
Suspension Terms:
- Platform access is limited
- You can view but not edit data
- Users cannot access the platform
- Integrations and automations are paused
Duration:
- Account remains suspended until payment is made
- Data is retained for 30 days after suspension
- After 30 days, account may be permanently deactivated
11.4 Reactivation After Failed Payment
How to Reactivate:
- Update your payment method in account settings
- Pay any outstanding balance
- Account is reactivated immediately upon payment
No Refunds:
- No refunds for periods when account was suspended due to payment failure
- You are responsible for charges during suspension period
12. Taxes & Fees
12.1 Sales Tax & VAT
Tax Collection:
- We collect applicable sales tax, VAT, or GST based on your location
- Tax rates are determined by your billing address
- Taxes are calculated at checkout
- Taxes are non-refundable even if subscription is refunded
Tax Exemptions:
- Businesses with valid tax exemption certificates should provide documentation
- Email billing@heybondi.com with exemption certificate
- Exemption applied to future invoices
12.2 Payment Processing Fees
Stripe Fees:
- Stripe charges processing fees on all transactions
- Processing fees are non-refundable
- Refund amounts are net of processing fees
- Typically 2.9% + $0.30 per transaction
12.3 Currency & Exchange Rates
Multi-Currency:
- Prices displayed in USD by default
- Your bank may convert to local currency
- Exchange rates determined by your bank/card issuer
- We are not responsible for currency conversion fees or rate fluctuations
Refund Currency:
- Refunds issued in same currency as original charge
- Any currency conversion is handled by your financial institution
12.4 Wire Transfer Fees
For enterprise customers paying by wire transfer:
- Wire transfer fees are the responsibility of the sender
- Ensure full amount is received (fees not deducted from payment)
- Refunds by wire may incur outgoing wire fees (deducted from refund)
13. Exceptions & Special Circumstances
13.1 Force Majeure
We are not liable for failure to provide Services due to:
- Natural disasters (earthquakes, floods, hurricanes)
- War, terrorism, or civil unrest
- Government actions or regulations
- Labor disputes or strikes
- Acts of God or circumstances beyond our reasonable control
No Refunds: Force majeure events do not entitle you to refunds or credits.
13.2 Service Discontinuation
If Bondi discontinues the Services:
- We will provide at least 90 days’ advance notice
- Pro-rated refunds will be issued for unused subscription time
- We will provide data export tools and support
- Migration assistance may be offered
13.3 Material Changes to Service
If we make material changes that significantly reduce functionality:
- We will notify you at least 30 days in advance
- You may cancel and receive pro-rated refund for unused time
- “Material changes” do not include normal feature updates or improvements
13.4 Discretionary Refunds
We may, at our sole discretion, issue refunds outside this policy for:
- Exceptional circumstances causing hardship
- Service issues affecting a significant number of customers
- Goodwill gestures to maintain customer relationships
Important: Discretionary refunds do not establish precedent or modify this policy.
13.5 Legal Requirements
Refunds may be required by law in certain jurisdictions:
- We comply with applicable consumer protection laws
- For B2B transactions, consumer protection laws typically do not apply
- If mandatory refund rights apply, those supersede this policy
14. Contact Information
14.1 Billing & Refund Inquiries
Email: billing@heybondi.com
Response Time: 1-2 business days for acknowledgment, 5-7 days for resolution
For Refund Requests: Include your account email, subscription details, and reason for request
14.2 General Support
Email: support@heybondi.com
Response Time: 24-48 hours for standard inquiries
For Technical Issues: Include detailed description, screenshots if applicable, and account information
14.3 Sales & Enterprise
Email: sales@heybondi.com
For: Enterprise plans, custom agreements, volume pricing
14.4 Mailing Address
Bondi Labs, Inc.
2803 Philadelphia Pike, Suite B #356
Claymont, DE 19703
United States
14.5 Business Hours
- Email Support: 24/7 submission, responses during business hours
- Business Hours: Monday-Friday, 9:00 AM - 6:00 PM EST (excluding US federal holidays)
- Emergency Support: Available for Enterprise customers with SLA agreements
15. Changes to This Refund Policy
15.1 Updates & Modifications
We may update this Refund Policy from time to time to reflect:
- Changes in our services or pricing
- Legal or regulatory requirements
- Industry best practices
- Improvements to customer experience
15.2 Notification of Changes
For Material Changes:
- We will send an email notification to your registered email address
- Notice will be posted on our website
- At least 30 days’ advance notice before changes take effect
- Continued use after effective date constitutes acceptance
For Minor Changes:
- We will update the “Last Updated” date at the top
- Changes are effective immediately upon posting
- Review this policy periodically for updates
15.3 Your Acceptance
Active Subscriptions:
- Changes apply to renewals after the effective date
- Current billing periods governed by terms in effect at time of purchase
New Subscriptions:
- Subject to refund policy in effect at time of purchase
15.4 Policy History
Previous versions of this Refund Policy are available upon request:
- Email billing@heybondi.com to request historical versions
- We maintain records of all policy versions
16. Additional Terms
16.1 Entire Agreement
This Refund Policy, together with our Terms of Service, Privacy Policy, and Data Processing Agreement, constitutes the entire agreement regarding refunds and cancellations.
16.2 Severability
If any provision of this Refund Policy is found to be unenforceable or invalid:
- That provision will be limited or eliminated to the minimum extent necessary
- Remaining provisions will remain in full force and effect
16.3 No Waiver
Our failure to enforce any right or provision of this Refund Policy does not constitute a waiver of that right or provision.
16.4 Interpretation
In case of any conflict between this Refund Policy and other agreements:
- Enterprise Agreements supersede this policy for enterprise customers
- This policy supersedes any prior refund agreements
- Terms of Service govern general use of the platform
16.5 Assignment
You may not assign or transfer your rights or obligations under this policy. We may assign this agreement in connection with a merger, acquisition, or sale of assets.
Thank you for choosing Bondi. We’re committed to providing excellent service and fair treatment of all refund requests.
For questions about this Refund Policy, contact billing@heybondi.com