Structum AI Refund and Cancellation Policy
Effective Date: October 1, 2026
Last Updated: October 1, 2026
This Refund and Cancellation Policy (“Refund Policy”) is part of the Structum AI Terms of Service. It explains how monthly billing works, how to cancel, and when Structum will and will not refund a payment. Capitalized terms not defined here have the meanings given in the Terms of Service (the “Terms”) and the Subscription Plans and Founder Program Terms (the “Plan Terms”). The short version: you can cancel at any time from your account settings; your cancellation takes effect at the end of the billing month you have already paid for; and, apart from the specific situations in Section 4, fees are not refunded.
1. Scope
This Refund Policy applies to every paid Subscription to the Services, including Founder Program and Full Access plans and any other plan Structum offers on a monthly basis. It does not apply to Services provided without charge (including Free Trials under Section 5 of the Plan Terms and Beta Services provided without charge), for which there is nothing to refund, or to professional services, which are governed by the Order Form under which they are purchased. Paid Beta Services accounts, including Founder Program accounts, are covered by this Refund Policy. If a signed Order Form states different refund or cancellation terms, the Order Form controls for that Subscription.
2. How Billing Works
2.1 Monthly Billing in Advance
Structum currently offers Subscriptions on a monthly basis only. Each Subscription is billed in advance for one billing month, beginning on the date the Subscription starts (the “Billing Date”) and renewing on the same day of each following month (or the last day of a shorter month) until cancelled. The monthly Fee for each plan is stated in the Plan Terms and at the point of purchase.
2.2 Automatic Renewal and Payment
By starting a paid Subscription, Customer authorizes Structum and Paddle, Structum’s authorized reseller and merchant of record (see Section 2.3), to charge the payment method on file for the monthly Fee, plus applicable Taxes, on each Billing Date until the Subscription is cancelled. Before the first charge, the Services display the plan, the monthly Fee, the Billing Date, the fact that the Subscription renews automatically each month, and how to cancel, and Customer must affirmatively accept those terms. Customer can view its current plan, next Billing Date, and payment history in the account’s billing settings at any time. Structum will notify Customer’s billing contact at least thirty (30) days before any increase in the monthly Fee takes effect, except that the Founder Rate is fixed during the Lock Period as described in the Plan Terms.
2.3 Payment Method
Structum sells paid Subscriptions through Paddle.com Inc. (for Customers in the United States), Paddle.com (Canada) Ltd, or Paddle.com Market Limited, as identified in the checkout and on the receipt (together, “Paddle”), Structum’s authorized reseller and merchant of record. When Customer purchases a Subscription, the payment transaction is with Paddle: Paddle collects the payment, issues the receipt or invoice, calculates and collects Taxes, and processes any refund. Paddle’s Buyer Terms and Refund Policy, which Customer accepts in the checkout, govern the payment transaction; the Terms and this Refund Policy govern Customer’s Subscription and use of the Services. Fees are paid by credit or debit card, or by another payment method Paddle makes available. The charge appears on Customer’s card or bank statement with a descriptor beginning “PADDLE.NET*” (or “PAYPAL *PADDLE.NET” for PayPal payments) rather than with Structum’s name. Structum does not receive or store full payment-card numbers. Customer will keep a valid payment method on file with Paddle and is responsible for keeping it current.
2.4 Taxes
Fees exclude Taxes. Paddle, as merchant of record, calculates, collects, and remits applicable sales, use, value-added, goods-and-services, and similar transaction taxes based on the billing address and tax information Customer provides, and shows them in the checkout and on the receipt. A Customer that is exempt from a tax must enter its tax identification number or exemption information in the checkout, or provide a valid exemption certificate to Paddle through Paddle’s buyer support at paddle.net within the period Paddle allows (currently sixty (60) days after the charge), to obtain a refund of tax charged. Structum can direct Customer to the correct process at billing@structumai.io but cannot itself refund or waive tax collected by Paddle.
2.5 Free Trials
A Free Trial under Section 5 of the Plan Terms is free. No payment method is collected to start one, nothing is charged during it or when it ends, and it never converts to a paid Subscription automatically. Billing begins only when an administrator starts a paid Subscription and completes checkout, and the Billing Date is the day that Subscription starts. A Customer that does not want to continue after a Free Trial does not need to cancel anything.
3. Cancelling a Subscription
3.1 Cancel at Any Time
Customer may cancel a Subscription at any time, with no cancellation fee, by an administrator selecting cancel in the account’s billing settings, or by emailing billing@structumai.io from an administrator’s email address. Structum will confirm the cancellation by email. A cancellation request that Customer makes to Paddle through Paddle’s buyer support is treated as a cancellation request under this Section 3 as of the time Paddle records it. Cancelling through the Services is designed to be at least as simple as signing up.
3.2 When Cancellation Takes Effect
A cancellation takes effect at the end of the billing month in which it is requested. Customer keeps full access to the Services until then, no further charges are made, and the thirty (30)-day Export Window in Section 11.6 of the Terms begins on the effective date. Because the current billing month has already been paid for and the Services remain available for the rest of it, no refund is issued for the remainder of the month.
3.3 Timing Around the Billing Date
To avoid a charge for the next billing month, cancel before the Billing Date. A cancellation requested on or after the Billing Date takes effect at the end of the billing month that began on that Billing Date, and the charge for that month is not refunded. Structum’s records of the time a cancellation was requested are conclusive absent manifest error.
3.4 Reactivation
A Customer that cancels and later resubscribes starts a new Subscription at the then-current plan and Fee. Founder Rates and other promotional pricing are not restored on reactivation unless the Plan Terms or an Order Form says otherwise. Customer Content from a cancelled account is available only during the Export Window and is thereafter deleted as described in Section 11.6 of the Terms.
4. When Structum Issues Refunds
Except as stated in this Section 4, all Fees are non-refundable, including for partial billing months, unused features, unused seats or allowances, periods during which Customer did not use the Services, and periods during which access was suspended for a reason attributable to Customer. Structum will refund a payment, or the applicable portion of it, in the following situations:
Discontinuation of the Services. If Structum discontinues the Services or a Subscription under Section 2.4 of the Terms, Structum refunds the prepaid Fee for the portion of the billing month after the discontinuation takes effect.
Warranty remedy. If Customer terminates a paid Subscription (other than Beta Services) under Section 16 of the Terms because Structum could not correct a material non-conformity, Structum refunds the prepaid Fee for the portion of the billing month after the termination takes effect.
Adverse change to the Terms. If Customer terminates under Section 23.1 of the Terms because it does not accept a material change that reduces its rights, Structum refunds the prepaid Fee for the portion of the billing month after the termination takes effect.
Billing errors. If Structum charged the wrong amount, charged Customer more than once for the same billing month, charged after a confirmed cancellation took effect, or charged a Founder Program Customer more than the Founder Rate during the Lock Period, Structum refunds the erroneous amount. Customer should report a suspected billing error to billing@structumai.io within sixty (60) days after the charge so that Structum can investigate; Structum will still review later reports but may be unable to reconstruct older records.
Termination by Structum without cause. If Structum terminates a paid Subscription other than for Customer’s breach, non-payment, or the reasons in Section 10 or Section 11.4 of the Terms, Structum refunds the prepaid Fee for the portion of the billing month after the termination takes effect.
Structum may, in its sole discretion, issue a refund or account credit in other circumstances as a courtesy. A courtesy refund or credit does not create a precedent, waive this Refund Policy, or entitle Customer or any other customer to the same treatment in the future.
5. Upgrades and Downgrades
An upgrade to a higher plan takes effect immediately. Structum charges a prorated amount for the difference in Fees for the remainder of the current billing month, and the higher Fee is charged on each Billing Date thereafter. A downgrade to a lower plan takes effect on the next Billing Date; Customer keeps the higher plan’s features until then, and no credit or refund is issued for the difference. Features, data, integrations, or connections that the lower plan does not include may become inaccessible when the downgrade takes effect, and Customer is responsible for exporting anything it needs beforehand.
6. Failed Payments and Past-Due Accounts
If a charge fails, Structum or Paddle will notify the billing contact, and Paddle will retry the payment method over the following days. If the Fee remains unpaid fifteen (15) days after the Billing Date, Structum may suspend access under Section 10 of the Terms until the balance is paid, and may cancel the Subscription if the balance remains unpaid thirty (30) days after the Billing Date. Fees continue to accrue during a suspension caused by non-payment. Customer Content remains available for export as described in Section 11.6 of the Terms following cancellation. Structum may charge a reasonable fee to cover the costs that Paddle or a payment processor imposes for a failed or reversed payment.
7. Chargebacks and Payment Disputes
Customer agrees to contact billing@structumai.io and give Structum a reasonable opportunity to resolve any billing concern before disputing a charge with its card issuer or bank. A chargeback or payment reversal initiated against a charge that was valid under the Agreement is a material breach of the Terms. Structum may suspend the account while the dispute is pending, may recover the disputed amount together with any chargeback fees and costs imposed on Structum (including fees that Paddle passes through to Structum), and may decline to reinstate the account until the amount is paid. Structum will provide Paddle and the card network with the account records, acceptance records, and usage logs needed to document the charge.
8. Refund Method and Timing
Because Paddle is the merchant of record, refunds are issued by Paddle rather than by Structum directly. When Structum approves a refund under Section 4, Structum will instruct Paddle within ten (10) business days after approval, and Paddle issues the refund to the payment method used for the original charge; the time for the refund to appear on Customer’s statement depends on Paddle and on Customer’s bank or card issuer, and is outside Structum’s control. Paddle may also refund a charge where applicable law requires it or under Paddle’s Refund Policy. A refund that Paddle issues at Customer’s request without Structum’s approval does not expand Customer’s rights under this Refund Policy, and if a charge for a billing month is refunded, Structum may end access to the Services for that billing month as of the refund. Taxes collected on a refunded amount are refunded with it. Refunds are made in U.S. dollars; Structum is not responsible for exchange-rate differences or fees charged by Customer’s bank.
9. Founder Program
Founder Program Subscriptions are billed and cancelled under this Refund Policy in the same way as other monthly Subscriptions. The Founder Rate, the Lock Period, and what happens when the Lock Period ends are described in the Plan Terms and the Founder Order Form. A Founder Program Customer that cancels during the Lock Period forfeits the Founder Rate; Structum has no obligation to restore it if the Customer later resubscribes.
10. Non-Waivable Rights
Nothing in this Refund Policy limits any right that applicable law grants and does not permit to be waived. To the extent a mandatory law of Customer’s jurisdiction requires a refund, cancellation right, or notice that this Refund Policy does not provide, Structum will comply with that law for the Customers to which it applies.
11. Contact
Billing questions, cancellations by email, and billing-error reports: billing@structumai.io. Questions about a Paddle charge, receipts, invoices, or tax exemptions: Paddle buyer support at paddle.net. Structum’s mailing address is stated in Section 23.9 of the Terms.
12. Changes to This Refund Policy
Structum may update this Refund Policy as described in Section 23.1 of the Terms. A change that reduces Customer’s refund or cancellation rights applies only to billing months that begin after the change takes effect and after Customer has been notified.