Refund Policy

1General principles

• This policy applies to the CADUCEX Cloud AI Agent Workspace ordered through agentx.caducex.com (trade name CADUCEX).
• Orders and payments for this service are handled by our online reseller Paddle (as Merchant of Record). We are paid through that channel, and refunds are returned the same way.
• Refunds are always returned in the currency you paid, for the same amount. Differences caused by exchange-rate movement or by banks / payment channels are outside our control.
• "Days" in this policy means calendar days. "First order" means the first payment made for a given workspace.

2Free 30-day trial first (no charge)

• New users can take a free 30-day trial: it is provisioned as soon as you redeem an invite code, and nothing is charged during the trial.
• During the trial you get a workspace of the same shape as a paying customer — your own URL and your own container. You can enter your own model key, put the agent to work, try reading a few web pages, and run your own real workload end to end.
• Before the trial ends you can cancel at any time: no charge, and no refund process to go through.
• When the trial ends, the service pauses automatically and your account stays — renew whenever you want to keep going.
• The free trial is provided "as is"; we make no commitment about service levels during it.

3First order: 30 days, no questions asked

We prefer that the "buy or not" decision happens during the 30-day trial before any charge. But people are sometimes unsure, so a genuine cooling-off window remains after the first charge:

• During the trial (30 days): nothing is charged, you can cancel at any time, and you pay nothing.
• Within 30 days of the first charge: you may request a full refund no questions asked — you do not need to give a reason. Email the support address below with your account (username / workspace URL) and the order number or payment date; we reply and initiate the refund within 3 business days.
• After 30 days: the billing period of the first order is no longer refundable. If you simply do not want to continue, stop renewal (no new charges are raised and service continues to the end of the period already paid for).
• Exception 1: annual first orders get the same 30-day no-questions window; after 30 days an annual period is not refunded (see section 5 for the case where we discontinue the service).
• Exception 2: the web-reading add-on is an add-on; its cancellation and refund rules are in section 6.

4Monthly subscriptions

• You can stop renewal at any time. No new charges are raised afterwards, and service continues to the end of the period already paid for.
• A monthly period already under way is not refunded outside the 30-day no-questions window (renewal periods are likewise not refunded — see section 3).
• If the service is unavailable for a long stretch in a given month because of us, see the credit in section 7.

5Annual subscriptions

• Annual = pay for 10 months, receive 12 months of service (two months free).
• An annual first order can also be refunded in full, no questions asked, within 30 days of the charge; after 30 days an annual period is not refunded. You can decide not to renew before the annual period ends, and service continues to the end of the period.
• If we discontinue the service entirely on our own initiative, we give at least 30 days' notice and refund the fees you paid for whole unused months, pro rata. That is our responsibility and is not restricted by section 3.
• If the service is unavailable for a long stretch within an annual period because of us, see the credit in section 7.

6Web-reading add-on

• The add-on is billed on the same cycle as your main plan.
• If you cancel the add-on on its own: no charge on the next cycle, and the period already under way is not refunded. After cancellation the agent automatically falls back to its built-in reading method, with no interruption in functionality.
• The add-on does not qualify for the 30-day no-questions window on its own; however, if it is first paid for in the same order as the main plan, the 30-day window applies to that order as a whole.

7Service-failure credit

If, for reasons on our side (not your own network, not your model provider's outage, not a third-party platform, not force majeure), you are unable to reach your workspace for more than 72 hours in total within a single billing month:

• you may claim a credit, and we refund the period pro rata to the number of unavailable days as a share of the month;
• the claim must be made within 30 days after the end of that billing month, with an approximate time range;
• we check our system logs and, where the criteria are met, return the amount to the original payment channel within 10 business days.

This section covers credits for outages we caused; it is a different matter from section 3, "no refund after 30 days". The first is our failure; the second is your decision not to continue.

8Cases where we do not refund

We do not refund in the following cases (unless a refund is mandatory by law):

• orders where more than 30 days have passed since the first charge, and renewal periods more than 30 days after their first charge;
• accounts suspended or terminated for breaching section 7 of the Terms of Service (acceptable use policy);
• claims of "unused" where the month's web-reading quota has been exhausted or heavily consumed;
• inability to use the service for your own reasons, such as not having your own model API key, insufficient key balance, or a local network or device problem;
• degraded experience caused by third-party services you chose, such as model providers or messaging platforms;
• leaking your credentials or sharing your account, so that it is used or abused by someone else.

9How to claim, and how long it takes

Refunds under this policy apply to: the 30-day no-questions refund on a first order (section 3), our discontinuation of the service (section 5), service-failure credits where the fault is ours (section 7), and cases where a refund is mandatory by law. How to claim:

1. Email talarixcanada@gmail.com with the subject "Refund / credit request", giving your account (username / workspace URL), the order number or payment date, and the reason (no reason is needed inside the 30-day no-questions window).
2. We reply within 3 business days, telling you whether the request falls under this policy and for how much.
3. Once the criteria are met and you confirm, we issue the refund through Paddle, back to the original payment method.
4. How long it takes to arrive depends on the original payment channel: Paddle normally initiates it immediately on approval, with funds arriving within 5–10 business days; a credit card may take one billing cycle, and cross-border payments can take longer.

10Stronger rights the law gives you

This policy is a commercial commitment; it does not replace your rights under the law. If the country or region you are in (including the consumer protection law of Ontario, Canada, and any mandatory consumer law where you live) gives you a refund or cancellation right more favourable than this policy, that law prevails. Nothing in this policy excludes or limits those statutory rights.

11Contact us

This service is offered under the trade name CADUCEX. If you need to verify the legal name and contact address of the operating entity (for example for invoicing, a complaint or legal process), email the address above and we will provide it within 3 business days.

This policy is published in both Chinese and English. If the two texts differ in meaning, the Chinese text prevails. Last updated 2026-10-14.