1. Overview
This Refund Policy ("Policy") governs refund eligibility for all paid subscriptions to Twilon products and services, including Parsium ("Services"). This Policy supplements and should be read together with our Terms of Service, which contain additional provisions regarding subscription fees, payment, and cancellation. In the event of any conflict between this Policy and the Terms of Service, the Terms of Service shall control.
By purchasing a subscription to the Services, you acknowledge that you have read, understood, and agree to be bound by this Policy.
2. Free Trial Period
Twilon offers a thirty (30) day free trial for eligible subscription tiers. No credit card is required to start a trial. During the trial period, you have full access to evaluate the Services at no cost. If you decide the Services do not meet your needs, you may cancel at any time during the trial period without incurring any charges. Twilon strongly encourages all prospective customers to take advantage of the free trial before committing to a paid subscription.
3. Monthly Subscriptions
The following refund terms apply to monthly subscriptions:
3.1 Seven-Day Grace Period. If you cancel a monthly subscription within seven (7) calendar days of the initial purchase date or the most recent monthly renewal date, you are eligible for a pro-rated refund of the unused portion of the monthly term. The refund amount will be calculated based on the number of full days remaining in the billing period after the cancellation date, minus any applicable transaction or processing fees.
3.2 After the Grace Period. After the seven (7) day grace period has elapsed, monthly subscription fees are non-refundable. You may still cancel at any time, and cancellation will take effect at the end of your current billing period. You will retain access to the Services through the remainder of the paid period.
4. Annual Subscriptions
Annual subscriptions are offered at a discounted rate compared to monthly billing. The following refund terms apply:
4.1 Fourteen-Day Grace Period. If you cancel an annual subscription within fourteen (14) calendar days of the initial purchase date or the most recent annual renewal date, you are eligible for a pro-rated refund of the unused portion of the annual term. The refund amount will be calculated based on the number of full days remaining in the annual period after the cancellation date, minus any applicable transaction or processing fees.
4.2 Exceptional Refunds After the Grace Period. After the fourteen (14) day grace period has elapsed, annual subscription fees are generally non-refundable. However, Twilon may, upon review and at its reasonable discretion, approve a partial refund in the following exceptional circumstances. Twilon is committed to delivering a reliable, high-quality product, and our engineering, support, and quality assurance teams work continuously to prevent the scenarios described below from occurring. When they do arise, we stand behind our customers:
- Technical incompatibility. The Services are demonstrably unable to function on your Salesforce organization due to platform limitations, edition restrictions, or configuration conflicts that cannot be resolved by Twilon support.
- Critical defects. Persistent, documented bugs or errors in the Services that materially prevent you from using core functionality, where Twilon has been unable to provide a fix or viable workaround within a reasonable timeframe after being notified.
- Service discontinuation. Twilon discontinues or materially degrades the Services during your active subscription term in a manner that substantially reduces the value of the Services you purchased.
- Billing errors. Duplicate charges, incorrect amounts, or other verifiable billing errors attributable to Twilon or its payment processor.
- Regulatory impossibility. Changes in applicable law or regulation that make it unlawful for you to continue using the Services in your jurisdiction.
4.3 Calculation of Post-Grace-Period Refunds. If an exceptional refund is approved under Section 4.2, the refund amount will be calculated based on the number of full calendar months remaining in the annual term after the month in which the refund was requested. The month during which the request is submitted is not refundable. Importantly, the refund calculation is anchored to the date of your request, not the date of Twilon's approval. Any time spent by Twilon reviewing and evaluating your claim will not reduce your refund amount. For example, if your annual subscription began on January 1 and you submit a refund request on January 29, but Twilon completes its review and approves the refund on February 5, the refund would still cover the eleven (11) remaining months (February through December), calculated at your effective monthly rate.
4.4 Evidence and Review Process. Refund requests under Section 4.2 must include supporting evidence that substantiates the claim. Accepted forms of evidence include, but are not limited to: screenshots demonstrating the issue; screen recordings or video recordings showing the defect or incompatibility; references to existing Twilon support tickets; error logs or diagnostic output from the Salesforce platform; or any prior correspondence with Twilon support regarding the issue. Twilon may also request a live meeting or call to assess the issue directly. Twilon reserves the right to investigate and verify all claims before approving a refund. Review timelines may vary depending on the complexity of the claim, but as stated in Section 4.3, any review period will not affect the refund amount owed to you.
4.5 Service Compensation as an Alternative to Refund. Twilon recognizes that when the Services are affected by an issue described in Section 4.2, every day of disruption represents lost value from your subscription. If you experience a qualifying issue and prefer to continue using the Services while Twilon works toward a resolution (rather than requesting an immediate refund), Twilon may offer compensation for the affected period. The form of compensation will depend on the nature, severity, and duration of the disruption, and may include: extension of your current subscription term by additional days or months at no extra cost; a discount applied to your next billing period; service credits toward future subscription fees; or other arrangements agreed upon between you and Twilon. Compensation is determined on a case-by-case basis and will be communicated to you during the review process. Accepting compensation under this Section does not waive your right to request a refund under Section 4.2 if Twilon is ultimately unable to resolve the issue within a reasonable timeframe.
4.6 Renewal. Annual subscriptions renew automatically at the then-current annual rate. Twilon will use commercially reasonable efforts to send a renewal reminder at least fourteen (14) days before the renewal date. You are responsible for canceling before the renewal date if you do not wish to continue.
5. Third-Party Costs
AI model usage costs incurred through OpenRouter are billed separately by OpenRouter and are not included in your Twilon subscription. Twilon has no ability to issue refunds for charges billed by OpenRouter or any other third-party service provider. For refund inquiries related to third-party charges, please contact the respective provider directly.
6. Service Credits
In the event of a verified, material service outage or disruption caused solely by Twilon (excluding outages caused by third-party platforms such as Salesforce, OpenRouter, or AI model providers), Twilon may, at its sole discretion, issue service credits toward future subscription fees. Service credits are not redeemable for cash, are non-transferable, and must be applied within twelve (12) months of issuance. The issuance of service credits is not an obligation and does not create a precedent for future claims.
7. Statutory Rights
Nothing in this Policy limits or excludes any rights you may have under applicable consumer protection laws that cannot be lawfully limited or excluded. If you reside in a jurisdiction that provides mandatory refund rights (including, but not limited to, the European Union cooling-off period under the Consumer Rights Directive, Australian Consumer Law, or other applicable consumer protection statutes), those rights apply in addition to this Policy. To the extent any provision of this Policy conflicts with mandatory consumer protection laws in your jurisdiction, the mandatory provisions of applicable law shall prevail.
8. How to Request a Refund
To request a refund under Section 3.1 (Monthly Subscription Grace Period), Section 4.1 (Annual Subscription Grace Period), Section 4.2 (Exceptional Refunds), or under applicable statutory rights, please contact Twilon through our contact page and include the following information: (a) your full name; (b) the email address associated with your account; (c) your subscription plan and billing date; and (d) a brief explanation of your refund request.
Twilon will acknowledge receipt of your request within two (2) business days and will process eligible refunds within ten (10) business days of approval. Refunds will be issued to the original payment method. Actual processing times may vary depending on your financial institution.
9. Modifications to This Policy
Twilon reserves the right to modify this Policy at any time by posting the revised Policy on the Website with an updated "Effective Date." Changes will not apply retroactively to refund requests submitted before the effective date of the revised Policy. Your continued use of the Services following the posting of a revised Policy constitutes your acceptance of the updated terms.
10. Contact Information
If you have any questions about this Policy, please contact us through our contact page.