Refund and Cancellation Policy
Last updated: 13 August 2026
This policy explains how billing, cancellation and refunds work on Rerun, operated by Reunit SA. It forms part of our Terms of Service, and the terms defined there have the same meaning here.
1. Who this policy applies to
Rerun is offered for professional use. By subscribing you confirm that you are contracting for purposes related to your trade, business, craft or profession. If you are nonetheless acting as a consumer, section 8 explains the withdrawal right you keep under European law and how it interacts with starting the service straight away.
2. Subscriptions
Your subscription is billed in advance for each monthly period through Stripe. It renews automatically at the end of every period until you cancel.
New subscriptions may include a free trial, whose length is shown when you subscribe. A valid payment method is required to start one. Unless you cancel before the trial ends, it converts into a paid subscription and the first payment is taken. We offer one trial per customer and may withdraw or shorten trials at any time for new subscriptions.
You can cancel at any time from your billing settings, or by writing to help@rerun.build. Cancellation takes effect at the end of the period you have already paid for. You keep full access until then, and you are not billed again.
We do not refund a period that has started. Cancelling part way through a month does not produce a refund or a credit for the unused days, whether or not you used the service during that period. This applies to the base plan and to every add-on.
3. Add-ons
Adding agents, Boxes, seats or model credit takes effect immediately and is charged on your next invoice, prorated by Stripe.
Reducing a quantity takes effect at the end of the period you have paid for. Your current limits stay in place until then, and the lower amount applies from the next renewal. We do not refund the difference for the remainder of the period.
4. Model credit
The model credit included with your plan, and any credit add-on, is granted for a billing period. It is not carried over to the next period, has no cash value, and is not exchangeable or refundable, including when you cancel, downgrade, or stop using the service before it is consumed. When your credit runs out, your agents can keep running on your own AI key or subscription.
5. Failed payments
If a payment fails, Stripe retries it over several days and we email you. During that time your subscription stays active. If the amount is still unpaid after the retries, we may suspend your workspace, which stops your agents and your Boxes.
If an account stays unpaid after suspension, we may terminate it. Section 9 of this policy explains what happens to your data. Restoring a suspended account requires paying the outstanding amount, and we do not credit the days lost to a suspension caused by non payment.
6. Billing errors
If you believe an invoice is wrong, write to help@rerun.build within 30 days of the invoice date with the invoice reference and what you think is incorrect. We investigate and, where we agree there is an error on our side, we correct it, either by refunding the amount charged in error or by crediting your next invoice. A charge you do not contest within 30 days is treated as accepted.
7. Marketplace purchases
A paid template is digital content delivered as soon as the payment succeeds. Marketplace purchases are not refundable. Once a template is available in your workspace, we do not refund it because you changed your mind, because you no longer need it, or because it does not fit a use case you had in mind.
We may, at our sole discretion and without setting a precedent, refund a purchase where:
- you were charged twice for the same template;
- the payment was fraudulent or unauthorised;
- the template is materially different from the description shown at the time of purchase, or does not function at all, and the creator has not corrected it within a reasonable time after you told us.
Requests must reach help@rerun.build within 14 days of the purchase and explain what is wrong. A refund revokes your access to that template: the entitlement is removed from your workspace and you must stop using the template and delete any copy you made of it. Agents you already built from it are yours to keep running, but you may not redistribute the template itself.
Where a template is sold on a recurring basis, you can stop the recurring payment at any time and you keep access until the end of the period you have paid for. We do not refund a started period.
Refunds on the marketplace are settled with the creator as described in the Marketplace Creator Terms.
8. Right of withdrawal for consumers
If you are a consumer resident in the European Union, you have a right to withdraw from a distance contract within 14 days, without giving a reason.
Rerun is supplied digitally and starts immediately. When you subscribe or buy a template, you are asked to expressly request that we begin performance during that period, and to acknowledge that you lose your right of withdrawal once the service has been fully performed or the digital content has been delivered. If you give that consent, which is recorded at checkout, you can no longer withdraw from that purchase.
If you have not given that consent and the 14 days have not expired, you can withdraw by writing to help@rerun.build with your name, the purchase concerned and the date. Any statement making your decision clear is enough. We refund the payments received, using the same payment method, without undue delay and no later than 14 days after we are informed. Where you asked us to begin performance during the withdrawal period, we may deduct an amount proportionate to what was supplied before you withdrew.
Nothing in this policy limits any mandatory consumer right you may have under the law of your country of residence.
9. Termination and your data
When a subscription ends, whether you cancelled it or we terminated it, your workspace is retained for 30 days. During that window you can reactivate by subscribing again, and you can ask us to export the data we hold for you.
After 30 days, the workspace, its Boxes and their contents are deleted irreversibly, and we cannot restore them. Backups are purged on their own cycle. Data we must keep for accounting or legal reasons, invoices in particular, is kept for as long as the law requires. In self-hosted mode, the data lives on your own infrastructure and is unaffected.
10. Chargebacks
If something looks wrong on an invoice, contact us first. We answer quickly and we would rather fix a genuine problem than argue with a bank.
Opening a chargeback instead may lead us to suspend your account until the dispute is resolved, and we may recover from you the amount disputed together with the fees the payment processor charges us. On the marketplace, the creator bears the cost of a chargeback on their sales.
11. Enterprise agreements
Where you have signed a separate Enterprise order form or agreement with Reunit SA, the billing, cancellation and refund terms of that document prevail over this policy for the services it covers.
12. Changes to this policy
We may update this policy. When a change is material, we take reasonable steps to inform you, for instance by email or in the service, and it applies from your next billing period. The version in force is the one published here on the day of your purchase.
13. Contact
Reunit SA 177 Rue de Luxembourg, L-8077 Bertrange, Luxembourg VAT: LU19540651 help@rerun.build
