This Cancellation Policy governs the terms under which you may cancel your subscription to the Terrapin platform, the consequences of cancellation, and the circumstances under which Terrapin may terminate your account. It applies to all subscription types - monthly, annual, and usage-based plans.

​

By subscribing to Terrapin, you acknowledge and agree to the terms set out in this Policy. If you have any questions, please contact us at support@terrapintech.org before initiating a cancellation.

2. How to Cancel Your Subscription

You may cancel your Terrapin subscription at any time through one of the following methods:

• Self-service cancellation via the account settings page within the Platform (My Account > Subscription > Cancel Subscription).

• By submitting a written cancellation request to support@terrapintech.org from your registered email address, clearly stating your account details and intent to cancel.

Cancellation requests must come from the registered account holder or an authorised representative of the subscribed business entity. Terrapin reserves the right to verify the identity of the person making the cancellation request before processing it.

Cancellation is effective once confirmed by Terrapin in writing. If you do not receive a confirmation within 2 business days of submitting your request, please follow up with our support team.

3. Access After Cancellation

Upon cancellation, your access to the Platform will continue until the end of your current billing cycle - the period for which you have already paid. You will not be charged for any subsequent billing cycle after cancellation is confirmed. For example, if you are on a monthly plan and cancel on the 10th of the month, you will retain full access to the Platform until the end of that month. If you are on an annual plan and cancel mid-year, your access will continue until the annual period expires.

​

After your access period ends, your account will be deactivated and you will no longer be able to log in, access your data, or use any Platform features. Terrapin strongly recommends that you export all data you wish to retain before your access period ends.

4. Refund Policy

4.1 No Automatic Refunds

Terrapin does not provide automatic refunds upon cancellation. All subscription fees, whether monthly or annual, are non-refundable as a default position. This applies to both partial-period refunds (unused days within a billing cycle) and full-period refunds (entire billing periods already paid).

​

This policy exists because access to the Platform - including all AI Agent capabilities, marketplace integrations, and data infrastructure, is provisioned in full from the moment a billing period begins, regardless of actual usage.

4.2 Discretionary Refund Consideration

Terrapin may, entirely at its own discretion, consider refund requests on a case-by-case basis. Factors that Terrapin may take into account when evaluating a refund request include — but are not limited to:

• A significant and documented failure of core Platform functionality that Terrapin was unable to resolve within a reasonable time.

• Duplicate charges arising from a billing system error on Terrapin's part.

• Cancellation within 24 hours of a renewal charge where the user demonstrably had no access or usage during that period.

• Other exceptional circumstances at the sole judgment of Terrapin's management.

Submitting a refund request does not guarantee approval. Terrapin's decision on any refund request is final. To submit a refund request, write to support@terrapintech.org with your account details, the amount in question, and a clear description of the circumstances.

4.3 What Is Never Refundable

The following are not eligible for refund under any circumstances:

• Record handling fees already incurred and processed.

• Fees associated with third-party integrations, marketplace connections, or advertising platform usage.

• Subscription fees for periods during which your account was suspended due to a breach of our Terms of Service.

• Free trial periods — no payment is taken during a free trial, so no refund applies.

Fees for any billing period in which your account was actively used, regardless of the extent of usage.

4.4 Chargebacks

Initiating a chargeback or payment dispute with your bank or card issuer without first contacting Terrapin to seek resolution is a breach of these Terms. If a chargeback is raised, Terrapin reserves the right to immediately suspend your account, provide evidence of service delivery to the payment processor, and recover any amounts owed including associated dispute fees. Accounts with unresolved chargebacks will not be reinstated until the matter is fully resolved.

4.5 Conduct Towards Terrapin Personnel
Any form of verbal, written, or electronic abuse - including threats, harassment, or intimidation - directed at any Terrapin employee, contractor, officer, or representative will result in immediate account termination without refund. Terrapin reserves the right to report such conduct to the relevant legal authorities.

5. Cancellation or Suspension by Terrapin