We aim to be straightforward about what we can and cannot refund. The short version: we can refund our own charges; we cannot refund what your frontier vendor charged you under your own BYOK key.
IsoKron subscription charges (we can refund)
These are charges from IsoKron on your statement (typically labelled as our company name via Stripe). We can issue a refund or credit for:
- Genuine service degradation, case-by-case.
- Billing errors on our side.
- Unused time on annual plans, in genuine hardship cases.
Subscription fees are billed in advance and are otherwise non-refundable; cancelling mid-period leaves you with full access through the end of the period you have already paid for.
BYOK frontier vendor charges (we cannot refund)
When your BYOK key is used to call a frontier vendor (Anthropic, OpenAI), the vendor bills you directly. That billing is between you and the vendor. IsoKron does not see that money and cannot refund it.
If you believe a vendor charge was incorrect — for example, the vendor double-billed, or the vendor charged at a different model than expected — dispute it with the vendor through their support channel.
How to request a refund or credit
Email billing@isokron.ai from the workspace owner's email with:
- The Stripe charge date and amount (or the invoice number).
- The reason — service degradation, billing error, or something else.
- What outcome you are looking for — full refund, partial credit against the next invoice, or other.
We will respond within one business day with our assessment. If approved, refunds typically appear on your statement within Stripe's normal window (5–10 business days for cards). Credits apply automatically to your next invoice.
Service-degradation refunds
If we have published a postmortem for an incident affecting your workspace, we proactively offer credits during the affected billing window. You do not need to ask. If you believe you were affected by an incident we have not surfaced, email billing with the run IDs and we will check.
Chargebacks
Please contact us before filing a chargeback — we can almost always resolve a billing issue faster directly. A chargeback will freeze your workspace pending review and is harder to unwind than a direct refund.
Paired with the SR-REFUND-001 customer-support flow.