Refund and Cancellation Policy

Effective 2026-10-03 · forms part of the Terms of Service

Cancelling

You can cancel at any time from billing settings inside your workspace, or by emailing [email protected] from the workspace owner's address. Cancellation stops the next renewal. Your workspace stays fully usable until the end of the period you have already paid for.

The 14-day refund

If you are within 14 days of your first payment, ask and we will refund it in full. No conditions attached to how much you used it. This applies to the first paid period of a new subscription, once per organization.

After the first 14 days

• Monthly plans. Cancelling stops the next charge. We do not pro-rate a partial month only because you cancelled, because you keep full access for the remainder of the period you paid for.
• Annual or multi-period plans. If you cancel mid-term, we refund the unused whole months on request, less any discount you received for committing to the term.
• Upgrades. Take effect immediately and are pro-rated against the period you have already paid for.
• Downgrades. Take effect at the next renewal, so that you keep what you paid for until then.

When we will refund outside that window

We will refund, pro-rated, where the fault is ours:

• a sustained outage or defect that materially prevented you from using the service, and that we could not resolve in reasonable time;
• a duplicate charge, a charge after a valid cancellation, or a billing error on our side, always refunded in full;
• a charge on a workspace you never activated;
• any case where the Terms promise a refund of the unused part of a prepaid period (a material paid feature we removed, a material change you rejected, our discontinuation of the service, termination other than for your breach, a long force majeure interruption, or the intellectual property remedy), refunded for the days left in the period.

What is not refundable

• Periods already elapsed, except under the 14-day refund above.
• Fees for a workspace terminated for a material breach of the Acceptable Use Policy, to the extent the law allows. A temporary suspension alone does not forfeit prepaid fees, and the 14-day refund above still applies.
• Third-party charges you incur outside RocSite, such as a domain registration or a model provider account you hold directly.
• Enterprise and Dedicated agreements, which are governed by their own signed contract. Where that contract and this policy differ, the contract controls.

How refunds are paid

Refunds go back to the original payment method through Stripe, normally within 5 to 10 business days depending on your bank. We do not issue account credit in place of a refund unless you ask for it.

Before you dispute a charge

Please email [email protected] first, so we can try to fix it quickly. We aim to answer billing mail within one business day. You do not have to contact us before using your rights with your bank. While a chargeback is under review we may pause new work in the workspace, but we will not delete it or start the 30-day export period because of the chargeback, and a chargeback is not by itself a breach of the Acceptable Use Policy.

Your data if you leave

Cancelling does not immediately delete anything. You can export your workspace from inside the app, and you have 30 days after the subscription ends to do so. After that we delete the workspace from active systems; encrypted backup copies expire on the ordinary backup cycle. If you want it deleted sooner, an owner can purge the workspace from inside the app at any time.

Contact

RocSite, Inc. · Orlando, Florida · [email protected]