Clear cancellation rules and a direct path for billing errors.

If your first paid Totem plan is not right for you, request a full refund of your first subscription fee within 15 days of that payment. Email privacy@totemlayer.com with your account email and invoice number. You do not need to show a service fault to use this guarantee.

The guarantee covers your first subscription fee, including applicable tax. Separately billed usage and subsequent renewals are outside this guarantee; billing errors and statutory refund rights remain covered below. For a custom enterprise agreement, the refund terms in that agreement apply.

Approved refunds return to the original payment method. Cancel your subscription separately through Billing to prevent renewal.

New subscriptions are billed monthly in advance and renew monthly until canceled. Existing annual subscriptions retain their agreed billing interval. Usage above a plan’s included allowance may be charged separately after reconciliation. The price, interval, renewal terms, and available cancellation method are shown before checkout.

An organization owner or administrator can cancel through the Stripe customer portal linked from Totem’s Billing page. Unless the checkout or a written agreement says otherwise, cancellation takes effect at the end of the current paid subscription period and prevents the next renewal. It does not reverse charges already incurred.

Outside the 15-day guarantee above, and except where law or a signed agreement requires otherwise, subscription charges are non-refundable once the paid period begins. Totem does not provide automatic prorated refunds for a partial month or year, unused included actions, failure to cancel before renewal, a plan downgrade, or a change of mind.

We will review requests involving:

• a duplicate charge or a charge caused by a confirmed Totem billing error;
• a paid service period that Totem failed to activate and could not restore within a reasonable time after notice;
• usage that Totem’s reconciliation records confirm was counted incorrectly; or
• another refund or cancellation right that applicable law requires.

A processed, unique protected action is not refundable merely because the action’s business outcome was unfavorable. Failed checks, sandbox actions, and duplicate usage reports are not supposed to be billed; report any discrepancy for review.

Email privacy@totemlayer.com with the organization name, invoice number, charge date, amount, and a short explanation. Do not send full card numbers, passwords, API keys, or other secrets. Contacting us within 30 days of the charge helps us investigate promptly, but that request window does not shorten a non-waivable legal right.

If approved, a refund is returned to the original payment method. Totem will submit it promptly, but Stripe and the card issuer or bank control when the credit appears. Taxes and currency-conversion amounts are handled as required by the payment provider and applicable law.

This policy supplements the Billing Policy and Terms of Service. A signed order or enterprise agreement controls if it expressly conflicts with this policy. Nothing here limits a right that cannot lawfully be waived.