Refund Policy

1. Subscription Model

1.1 Billing Cycle. ODE Social Capital operates on a monthly or annual subscription basis. All subscriptions are billed in advance at the beginning of each billing cycle.

1.2 Subscription Tiers. Services are offered across three tiers: Starter (2 agents, $2,000/mo), Professional (4 agents, $5,000/mo), and Enterprise (6 agents, $10,000/mo). This Policy applies uniformly to all tiers unless otherwise specified in a separate enterprise agreement.

2. Satisfaction Guarantee

New customers are eligible for a 30-day satisfaction guarantee from the date of initial subscription activation. If you are not satisfied with the Services within this 30-day period, you may request a full refund of your first month's subscription fee by contacting our support team. This guarantee applies to first-time subscriptions only and may not be used for subsequent re-subscriptions.

3. Eligible Refund Scenarios

Beyond the satisfaction guarantee, refunds may be issued in the following cases:

• Duplicate Charges: If you were billed more than once for the same billing period due to a processing error.
• Service Unavailability: If the Services experienced material downtime exceeding the SLA commitments in your subscription agreement.
• Billing Errors: If you were charged an incorrect amount or billed after a valid cancellation was processed.
• Unauthorized Charges: If charges were made without your authorization (subject to verification).

4. Non-Refundable Items

The following are not eligible for refunds:

• Subscription fees for partially used billing periods (unless covered by the satisfaction guarantee);
• Setup fees, implementation fees, or professional services fees;
• Custom development, integration, or consulting work;
• Accounts terminated for violation of the Terms of Service or Acceptable Use Policy;
• Annual subscription commitments with remaining term (subject to early termination provisions).

5. How to Request a Refund

To request a refund, please contact our billing team at billing@llewellynsystems.com with the following information:

• Your organization name and account ID;
• The billing period and amount in question;
• A detailed description of the reason for the refund request;
• Any supporting documentation (e.g., duplicate charge receipts, error screenshots).

6. Processing Timeline

6.1 Review Period. Refund requests will be reviewed within ten (10) business days of receipt. We may contact you for additional information during this period.

6.2 Disbursement. Approved refunds will be processed to the original payment method within fifteen (15) business days of approval. Depending on your financial institution, the refund may take an additional 5-10 business days to appear on your statement.

7. Cancellation

7.1 Monthly Subscriptions. You may cancel your monthly subscription at any time. Cancellation takes effect at the end of the current billing period. No prorated refunds are provided for the remaining days of the current period.

7.2 Annual Subscriptions. Annual subscriptions may be cancelled with thirty (30) days' written notice. Early termination fees may apply as specified in your subscription agreement. Contact your account representative for details.

8. Enterprise Agreements

If you have entered into a separate enterprise agreement with Llewellyn Systems, the refund and cancellation terms in that agreement shall supersede this Policy to the extent of any conflict. Enterprise customers should contact their designated account manager for all billing and refund inquiries.

9. Contact

Llewellyn Systems Inc
2601 Blanding Ave, Ste C248, Alameda, CA 94501
Billing: billing@llewellynsystems.com
Legal: legal@llewellynsystems.com