Refund Policy

1. Overview

Subscription fees paid to Raison (operated by Coyotiv GmbH) are generally non-refundable. However, we offer a 14-day refund window on the first charge of any paid plan, and we always correct billing errors on our part.

This policy applies to all paid plans (Team and Team Plus). Enterprise plans are governed by their individual contracts and are not covered by this policy.

2. 14-Day Refund Window

You are eligible for a full refund if all of the following conditions are met:

• This is the first charge for your organization on a paid plan (Team or Team Plus)
• You submit your refund request within 14 days of that charge date
• No prompts have been deployed to a production environment during the refund window — exploratory use in development or staging environments does not disqualify you

This window applies to both monthly and annual subscriptions. Annual subscribers who qualify receive a full refund of the annual charge.

3. Guaranteed Refunds

We will issue refunds for the following situations regardless of the 14-day window:

• Billing errors on our part — if you were charged an incorrect amount due to a system error, we will refund the difference
• Service outages exceeding 24 consecutive hours — we may issue a pro-rated credit or refund for the affected period at our discretion

4. What Is Not Covered

Refunds are not issued for:

• Subscription renewals — monthly or annual renewals after the initial billing period
• Cancellations after the 14-day window — you retain access to paid features until the end of the current billing period
• Dissatisfaction with specific features — we encourage you to use the free plan or contact us before upgrading if you have concerns
• Partial months after cancellation — cancellation takes effect at the end of the billing period; no pro-rated refund is issued for unused days
• Enterprise plans — refund terms for Enterprise customers are defined in their individual contracts
• Accounts in a payment grace period — if a payment fails, your account enters a 7-day grace period during which access is maintained. Refunds are not issued during this period; resolve the outstanding payment to restore full access

5. How to Request a Refund

To request a refund, email us at contact@raison.ist with the following information:

• Your organization ID (found in your organization settings)
• The date of the charge you are requesting a refund for
• A brief reason for the request

We will respond within 2 business days to confirm eligibility and next steps.

6. Processing Time

Approved refunds are processed through our payment provider, Polar. Depending on your payment method and bank, refunds typically appear within 5–10 business days after approval.

7. Contact

For refund requests or questions about this policy, contact us:

• Email: contact@raison.ist
• Address: Coyotiv GmbH, c/o Factory Works GmbH, Rheinsberger Straße 76/77, 10115 Berlin, Germany