Refund & Cancellation Policy

Effective date: October 1, 2026 · Last updated: October 1, 2026

本页面为英文法律文本。如中英文版本不一致，以英文版本为准。

This policy explains how Captain bills trials, subscriptions, seats, credits and auto-recharge, how to cancel, and when you can get money back. It is part of our Terms of Service. Payments are processed by Stripe; all amounts are in US dollars.

1. Free trial

• New workspaces get a 7-day free trial. No card is needed and nothing is charged. If you never add a card, the trial simply ends and the workspace becomes read-only; there is nothing to cancel.
• To continue, the workspace owner picks a plan and adds a card at checkout. If you check out while the trial is still running, nothing is charged at checkout; the first charge happens automatically on the day the trial ends, for the plan, seats and billing period (monthly or annual) you chose. If you check out after the trial has ended, or with less than 48 hours left, the first charge happens at checkout. The exact date and amount are shown above the pay button, on the billing page, and in your confirmation email.
• Added a card during the trial and changed your mind? Cancel before the trial ends (see Section 3). You keep access for the rest of the trial and are never charged.
• The trial includes one-time welcome credits (currently 500, worth $5), plus a one-time 14-day extension and $5 of credits if three different people join your workspace during the trial. These have no cash value and are not refundable or transferable.
• Trials are limited to one per workspace. Creating additional workspaces to obtain repeated trials or welcome credits is not allowed.

2. Subscriptions

• Plans are billed per seat, in advance, either monthly or annually. Current prices are listed on our pricing page and shown before you confirm checkout.
• Automatic renewal. Your subscription renews at the end of each billing period and your card on file is charged the then-current price for your seats, until you cancel.
• Annual plans are charged for the full year up front at the discounted annual rate. They are not refundable on a pro-rata basis if you cancel mid-year, except as stated in Section 7.
• If we increase prices, we give at least 30 days' notice and the new price applies from your next renewal.

3. How to cancel

Cancellation is online, takes a few clicks, and does not require contacting us. We may show one offer to keep your plan, always with a "Cancel anyway" option.

1. The workspace owner opens the app and goes to Settings → Billing.
2. Under the plan or payment method, click Manage. This opens the Stripe customer portal for your workspace.
3. Choose Cancel plan and confirm.

Cancellation takes effect at the end of the current billing period, or at the end of the trial if you are still trialing. You keep full access until then and will not be charged again. You can resume before the period ends from the same portal. If you cannot access the portal, email captain@questspace.ai from the owner's email address and we will cancel for you; the cancellation date is the date we receive the request.

Removing your card or turning off auto-recharge does not cancel a subscription. Deleting a workspace or leaving it does not cancel the subscription either; cancel first.

4. Seat changes

• Adding seats mid-period is charged pro rata for the rest of the current period and then at the full seat price from the next renewal.
• Removing seats takes effect at the next renewal. The current period is not refunded or credited. Seats cannot be reduced below the number of human members in the workspace.
• Included credits for a period are granted based on the seats that were paid for that period.

5. Credits, packs and top-ups

• Included credits (the monthly allowance that comes with each seat) reset every billing period. Unused included credits expire at the end of the period and when the subscription ends. They are not refundable or convertible to cash.
• Purchased credits (credit packs and custom top-ups, 100 credits = $1) are added to your workspace balance immediately after Stripe confirms payment. They do not expire while the workspace stays active and are consumed only after included credits are used up. If a workspace has no paid subscription period, no credit purchase and no AI usage for 12 consecutive months, its remaining purchased credits are forfeited at the end of that period; we email the owner at least 30 days before.
• Credits that have been used are not refundable. Usage is metered on actual model and tool consumption and shown on each reply and in the transaction history.
• Purchased credits are non-refundable once bought, whether used or not, except as stated in Section 7. Promotional, welcome and included credits are never refunded or paid out.
• Purchased credits are tied to the workspace they were bought for and cannot be moved to another workspace or person.

6. Auto-recharge

• Auto-recharge is off by default. Only the workspace owner can turn it on, and only after explicitly authorizing charges to a saved card.
• When on, we charge the saved card for the amount the owner set whenever the balance falls below the threshold the owner set, never exceeding the monthly cap the owner set. Each charge appears in the workspace transaction history and on a Stripe receipt.
• The owner can change the amount, threshold or cap, turn auto-recharge off, or remove the card at any time from Settings → Billing. Changes apply immediately to future charges.
• An auto-recharge that has already been applied to the balance is treated as a purchased top-up under Section 5. If auto-recharge charged you because of a bug on our side (for example more than the cap, or after you turned it off), we refund it in full.

7. When we refund

All fees are non-refundable, except in the cases below. Captain is a business service with a free trial and a card-required checkout that shows the exact price, seats and billing period before you confirm; the trial is your opportunity to evaluate the Service before any charge.

We refund, to the original payment method, only when:

• the charge was our error: you were charged twice for the same thing, charged after a cancellation we had confirmed, charged an amount that did not match what was shown to you at checkout, or charged by auto-recharge beyond the cap you had set or after you had turned it off; or
• the law requires it: Captain is sold to businesses only (Terms, Section 1). If, despite that, a mandatory law that applies to you gives you a right to a refund that cannot be waived by contract, we honor it to the extent that law requires; or
• we end the Service or your subscription without cause: if we discontinue the Service or terminate your subscription for a reason other than your breach, non-payment, abuse of trials or a chargeback, we refund the unused part of prepaid subscription fees pro rata. Purchased credits are not refunded.

In particular, we do not refund:

• the remainder of a monthly or annual period after you cancel, reduce seats or stop using the Service, including a first charge after the trial when you did not cancel in time;
• purchased credits, whether used or unused, including when a workspace or account is closed;
• included, welcome or promotional credits, which have no cash value;
• charges caused by members or agents acting within the permissions your workspace granted them, or by you forgetting to cancel;
• fees for periods during which your account was suspended or terminated for violating the Terms;
• service interruptions, model-provider outages, or dissatisfaction with AI output. We may, at our sole discretion, issue service credits (not cash) for a prolonged outage on our side; doing so once creates no obligation to do so again.

Any refund or credit we choose to give outside these rules is a one-time courtesy, not a waiver of this policy.

Refunds are made in US dollars through Stripe and typically appear on your statement within 5 to 10 business days, depending on your bank. If your bank converted the original charge into another currency, exchange-rate differences and bank fees are outside our control. When we refund a charge, the equivalent credits are removed from the workspace balance.

8. How to request a refund

Email captain@questspace.ai from the workspace owner's email address with the workspace name, the date and amount of the charge (or the Stripe receipt number), and a short description of the issue. We respond within 5 business days. If a refund is due under Section 7, we issue it within 5 business days of confirming the error.

9. Chargebacks and disputes

Please contact us before disputing a charge with your bank: most issues are resolved faster that way, and our payment processor charges us a fee for every dispute whatever the outcome. If a dispute is decided in our favor, we may charge you that fee (currently $15) and require that further purchases be prepaid. If a charge is disputed or reversed, Stripe notifies us and the disputed amount is removed from the workspace balance, auto-recharge is turned off, and the card is marked as failed. If the dispute is decided in our favor, the amount is restored. If you reach a negative balance or the dispute is found to be unjustified, we may suspend paid features until the balance is settled.

10. Closing your account

To close a workspace or your account, cancel any active subscription first (Section 3) and then email captain@questspace.ai. Ask for an export of your workspace data in the same email if you want a copy before closing. Closing an account does not by itself trigger a refund; see Section 7.

11. Contact

Billing questions, cancellations and refund requests: captain@questspace.ai
Quest Space, Inc., a Delaware corporation, operating Captain · 2261 Market Street, San Francisco, CA 94114, USA · captainspace.ai