Cancellation & Refund Policy

1. Cancellation

1.1 How to cancel

You may cancel your GrafBuilder subscription at any time by:

• Navigating to Account Settings → Billing → Cancel Subscription, or
• Contacting us at support@grafbuilder.com with a request to cancel

1.2 When cancellation takes effect

Cancellation takes effect at the end of your current billing period (monthly or annual, as applicable). Your account will remain active with full access until that date. We do not prorate or refund unused days in a billing period on a standard cancellation.

Example: If your billing cycle runs from the 1st of each month and you cancel on the 15th, your account remains active until the end of that month. You will not be charged for the following month.

1.3 What happens after cancellation

Once your subscription ends:

• Your account will move to a read-only or deactivated state
• You will no longer be able to initiate new scans or generate new content briefs
• Your data (query sets, scan history, content briefs) will be retained for 30 days after cancellation, during which time you may request a data export
• After that period, your account data will be permanently deleted in accordance with our Privacy Policy

1.4 Reactivation

If you reactivate your subscription within 30 days of cancellation, your previous data and query set may be restored. After that period, reactivation will be treated as a new account.

2. Refunds

2.1 General policy

GrafBuilder is a software-as-a-service product. As a general rule, subscription fees are non-refundable once charged. This reflects the nature of SaaS services where value is delivered from the moment of activation.

2.2 Exceptions — when we will issue a refund

We will issue a full or partial refund in the following circumstances:

a) Duplicate charges
If you have been charged more than once for the same billing period due to a technical error, we will refund the duplicate charge in full.

b) Charge after cancellation
If your account was cancelled correctly and you were charged after the cancellation effective date, we will refund that charge in full.

c) Service failure
If the Service experiences a significant outage or failure lasting more than 72 consecutive hours in any billing month through no fault of the user, you may request a pro-rata credit for the affected days. This credit will be applied to your next invoice rather than refunded to your payment method, unless your subscription is cancelled.

d) Within 7 days of first activation (new customers only)
If you are a new customer and request a refund within 7 days of your account first being activated, and you have not generated more than one completed scan run, we will issue a full refund of your first payment. This applies once only.

2.3 Annual subscriptions

If you have paid for an annual subscription and wish to cancel mid-year, we will not issue a partial refund for unused months as a standard practice. However, we will consider requests on a case-by-case basis at our discretion if exceptional circumstances apply (e.g. a material change to the Service that you were not notified about).

2.4 Australian Consumer Law

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)). If the Service has a major failure or is not fit for purpose, you may be entitled to a remedy under the ACL regardless of this policy.

3. How to Request a Refund

To request a refund, contact us at support@grafbuilder.com with:

• Your account email address
• The amount and date of the charge
• The reason for your refund request

We will respond within 5 business days. Approved refunds will be processed to your original payment method via Stripe within 5–10 business days of approval, subject to your bank's processing times.

4. Account Deletion

Cancellation of your subscription does not automatically delete your account. To permanently delete your account and all associated data, contact us at support@grafbuilder.com after your subscription has ended.

Account deletion is permanent and irreversible. We cannot recover deleted accounts or data.

5. Changes to This Policy

We may update this policy from time to time. Material changes will be communicated with at least 14 days' notice by email before taking effect.

6. Contact

GrafBuilder
Email: support@grafbuilder.com
Website: grafbuilder.com