Refund Policy

We offer a full 14-day money-back guarantee on all paid plans. If you are not satisfied with Runsite for any reason within 14 days of your first payment on a given plan, contact us and we will issue a full refund — no questions asked.

This guarantee applies once per customer per plan tier and covers the initial subscription payment only. It does not apply to plan renewals or upgrades after the initial 14-day window has elapsed.

If you are a consumer resident in the European Union or European Economic Area, you have a statutory right to withdraw from a distance contract within 14 calendar days of purchase, in accordance with the EU Consumer Rights Directive (2011/83/EU), without giving any reason.

Please note: if you expressly request that we begin providing the service immediately upon purchase and service delivery has commenced, you may lose the right of withdrawal once the service has been fully performed. By initiating a deployment or activating a paid resource, you acknowledge that service performance has begun.

To exercise your right of withdrawal, contact us at support@runsite.app before the 14-day period expires. We will send you an acknowledgement and process any applicable refund promptly.

To request a refund under either the money-back guarantee or the EU right of withdrawal, email us at support@runsite.app with the following information:

• The email address associated with your Runsite account.
• The date of purchase and the plan you subscribed to.
• A brief reason for the refund (optional, but helpful for us to improve).

We will confirm receipt of your request within 2 business days. Because our payment processor acts as Merchant of Record, approved refunds are processed by our payment processor and returned to the original payment method used at the time of purchase. Processing typically completes within 5–10 business days; the exact timeline may vary depending on your bank or card issuer.

You may cancel your subscription at any time from the billing settings in your account dashboard. Cancellation takes effect at the end of the current billing period — your services will remain fully active until that date and no further charges will be made.

Cancelling a subscription does not automatically trigger a refund for the current billing period unless you are within the 14-day money-back window or exercising your EU right of withdrawal.

Refunds do not apply to usage-based charges already incurred, including but not limited to:

• Compute overage charges for resources consumed beyond your plan's included allowance.
• Storage used in excess of the free tier or plan limit.
• Bandwidth or egress charges where applicable.

These charges reflect infrastructure resources that have already been consumed and cannot be recovered. If you believe a usage charge is incorrect, contact us at support@runsite.app within 60 days of the invoice date and we will investigate.

If you have a billing issue or believe you have been charged incorrectly, please contact us at support@runsite.app before initiating a chargeback with your bank or card issuer. Because payments are handled by our Merchant of Record, we will work with them to investigate and resolve the issue. Most billing issues can be resolved quickly and directly.

Initiating a chargeback without first contacting us may result in temporary account suspension while the dispute is under review. We reserve the right to recover legitimate charges through the dispute resolution process provided by our payment processor (Merchant of Record).

If you are not satisfied with the outcome of a refund request or have any other complaint regarding our billing or service, you may submit a formal complaint to support@runsite.app. Please include 'Formal Complaint' in the subject line along with a clear description of the issue.

• We will acknowledge your complaint within 2 business days.
• We aim to provide a full resolution within 14 business days. If additional time is needed, we will notify you with an estimated timeline.
• If your complaint is not resolved to your satisfaction, you may escalate it to the relevant consumer authority in your EU/EEA country of residence.
• EU residents may also use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr to seek an out-of-court resolution.

We reserve the right to decline a refund request in the following circumstances:

• The request is submitted after the 14-day money-back window has elapsed and does not qualify as a statutory EU right of withdrawal.
• The account has been suspended or terminated due to a violation of our Terms of Service or Acceptable Use Policy.
• Repeated use of the money-back guarantee across multiple accounts or plan registrations.
• The refund request relates solely to usage-based charges already consumed.

In all cases we will notify you by email with the reason for our decision. If you are an EU consumer and believe our decision is incorrect, you may contact your national consumer protection authority or use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.