Legal

Refund Policy

How we handle refunds and credits. The principle: if we can’t make the workbench tie out for you, we don’t want to keep the fee.

Last updated: May 23, 2026

1. Scope

This policy applies to fees paid to Minerva, Inc.[TODO: confirm legal entity] for access to the minrva workbench, whether through a pilot order form, a subscription, or another order form referencing these terms. Where your order form or master subscription agreement (a “Customer Agreement”) contains specific refund terms, the Customer Agreement controls.

2. Principle

The minrva product is built to produce answers a finance operator can sign off on. If we cannot make the workbench produce usable, source-pinned output for the workflow described in your order form, we don’t want to keep the fee.

3. Pilot fees

  • Standard rule. Pilot fees are non-refundable once a pilot has begun, because pilot work is staffed and scoped per customer.
  • Good-faith exception. If, within the first thirty (30) days of your pilot, minrva determines we cannot deliver the workflow described in your pilot order form, we will issue a full refund of pilot fees paid for that pilot.
  • Process. To request a refund under the good-faith exception, write to billing@minrva.ai within the pilot term with a description of the issue. We will work with you to resolve it; if it remains unresolved and we conclude the workbench cannot meet the scoped workflow, we will issue the refund within fifteen (15) business days to the original payment method.

4. Subscription fees (commercial)

  • Annual subscriptions are billed in advance and are non-refundable, except as stated below.
  • Monthly subscriptions are billed in advance and are non-refundable for the month in which a cancellation occurs. Cancellation takes effect at the end of the current billing period.
  • Termination for material breach. If you terminate a Customer Agreement for our uncured material breach (per the agreement’s termination clause), we will refund the pro-rated portion of pre-paid fees covering the period after the effective date of termination.
  • Service unavailability. Service credits (if any) for downtime or service-level shortfalls are governed by the service-level terms in your Customer Agreement.

5. What is not refundable

  • Fees for services already rendered, including completed onboarding work, custom integration work, or completed engagements.
  • Third-party fees passed through to you (for example, payment-processor fees, third-party software fees, or premium connector fees), except where the third party itself refunds them.
  • Taxes already remitted to a government authority, except where required by law.
  • Fees forfeited under a termination for cause by minrva (for example, a termination due to your material breach of the Terms of Service).

6. Newsletters and pilot applications

Subscribing to the minrva newsletter and applying for pilot access are free. There is nothing to refund.

7. Disputed charges

If you believe you have been incorrectly charged, please contact billing@minrva.ai within sixty (60) days of the charge with the invoice number and a description of the issue. We’ll review and respond within a reasonable period, generally within ten (10) business days.

8. Refund method

Approved refunds are issued to the original payment method. If the original payment method is unavailable, we will work with you to identify an equivalent method.[TODO: confirm with payment-processor choice (Stripe, etc.) once live]

9. Changes

We will update this policy when our practices change. Material changes will be communicated to active customers. The “Last updated” date at the top of the page reflects the current version.

10. Contact