BRBig Red Rabbit LLC

Refund Policy

Subscription & Service Refunds

Last updated: September 30, 2025

Big Red Rabbit LLC is committed to ensuring you receive value from our SaaS products. This Refund Policy explains when you can request a refund, how to submit a claim, and what to expect from our review process. It applies to purchases made directly from Big Red Rabbit LLC through our website or formal order forms. Billing via Stripe will commence once our merchant account is activated (target Q4 2025).

Eligibility

  • First-time subscription fees are eligible for a full refund within 14 calendar days of the initial charge if you have not materially used production features beyond trial limits.
  • Add-on services or seat upgrades can be refunded within 7 calendar days when the additional capacity has not been activated.
  • Renewal fees are generally non-refundable; however, contact us if the renewal was processed in error and no platform access has occurred during the new term.
  • Usage-based charges (e.g., transcription minutes) are refundable only if credits remain unused at the time of cancellation.

How to Cancel a Subscription

  1. Sign in to your dashboard and open the Billing & Plan page.
  2. Select the active plan you wish to cancel and choose either "Cancel at renewal" or "End immediately".
  3. Confirm the change; you will receive an automated email summarizing your remaining access period.

If you cancel mid-term, you will retain access until the current billing period ends unless you choose immediate termination.

How to Request a Refund

  1. Send an email with the subject line "Refund Request" to the billing team (addresses below).
  2. Include your company name, account owner email, invoice number, plan type, and a short explanation of the reason for refund.
  3. Submit the request within the applicable refund window and indicate whether you have already cancelled via the dashboard.

We review every request individually. Submitting a refund ticket does not guarantee approval, but we aim to be fair and transparent throughout the process.

Processing Timeline

Our billing team will acknowledge your refund request within 3 business days. If approved, refunds are issued to the original payment method within 10 business days. Depending on your financial institution, it may take additional time for the credit to appear on your statement.

Exclusions

  • Custom implementation, consulting, or onboarding services that have already been delivered.
  • Fees incurred because of violations of the Terms of Service or abusive platform usage.
  • Charges processed by third-party marketplaces or resellers; please work directly with the channel where you purchased access.

Changes & Contact

We may update this Refund Policy to reflect adjustments to our pricing model or applicable regulations. Material updates will be communicated to account owners via email or in-product notifications.

For billing questions or to follow up on an open refund request, email us at [email protected] or [email protected].