This Refund Policy forms part of the Entual Terms of Service and applies to all subscriptions, paid conversions, add-ons, seats, and client profiles, unless a separate written agreement expressly provides otherwise. By subscribing to or purchasing Entual, you acknowledge and accept this policy.
Entual operates on a no-refunds basis. Fees paid for the Service are non-refundable except where: (a) a refund is required by mandatory applicable law; (b) Entual terminates the Service without cause before the end of a prepaid term; or (c) a separate written agreement expressly provides otherwise.
This policy reflects the nature of the Entual platform. Significant work and cost are incurred when a client profile is activated — including source configuration, stakeholder mapping, relevance tuning, infrastructure provisioning, and operation of the intelligence pipeline — regardless of subsequent usage.
Accounts, client profiles, added seats, and add-ons are activated on a prepaid basis. No activation is guaranteed until the relevant payment has been received in cleared funds, except where a separate written agreement provides otherwise.
Annual subscriptions are prepaid and non-refundable. Cancellation during the annual term does not entitle the Customer to a refund, credit, or proration for the unused portion of the term.
The subscription continues until the end of the paid term and renews automatically for successive annual terms unless either party gives written notice of non-renewal at least thirty (30) days before the end of the then-current term.
Monthly subscriptions, where approved by Entual, are billed at the monthly rate set out in the applicable Order.
Monthly subscriptions require a minimum commitment period as set out in the Order. If a Customer attempts to cancel before the end of that minimum period, the remaining balance for that period becomes immediately due and payable.
After the minimum commitment period, the subscription continues month-to-month and may be cancelled with at least thirty (30) days' written notice before the next billing date. Monthly fees are non-refundable for any billing period that has already commenced.
Entual may offer eligible trial users a discounted trial-to-paid conversion. The applicable rate, duration, and conditions are set out in the conversion offer or Order.
Trial-to-paid fees are non-refundable in whole or in part once activated, including where the Customer cancels, stops using the Service, downgrades, does not complete onboarding, or does not continue after the offer period.
After the offer period, the subscription converts to standard billing as set out in the Order. If the Customer does not continue to a paid subscription, the tailored stakeholder map and relevance tuning associated with the client profile will be permanently deleted.
Fees for additional seats, client profiles, custom source ingestion, integrations, onboarding, dedicated support, and other add-ons are non-refundable once activated or provisioned. Add-ons are billed on the same cadence as the underlying subscription unless otherwise agreed.
Agency, consultancy, and freelancer engagements are governed by separate written agreements. Where a signed agreement conflicts with this Refund Policy, the signed agreement prevails. This Refund Policy applies only where the applicable agreement is silent.
Enterprise Orders, pilots, proof-of-concept agreements, and other custom agreements may include their own payment, cancellation, and termination terms. Where a signed Order conflicts with this Refund Policy, the signed Order prevails.
The no-refunds rule does not apply where: (a) a refund is required by mandatory applicable law; or (b) Entual terminates the Service without cause before the end of a prepaid term, in which case Entual will refund the prepaid fees for the unused portion of that term.
Refunds are not available where termination or suspension results from Customer breach, non-payment, violation of the Acceptable Use provisions, misuse, unlawful use, attempted resale or unauthorised third-party client use, or security abuse.
Where an Order includes a service-level agreement (SLA), the Customer's sole and exclusive remedy for a qualifying SLA failure is the service credit set out in that Order. Service credits are applied to future invoices and are not redeemable for cash, unless the applicable Order expressly states otherwise.
If you believe there has been a billing error, contact Entual first at info@entual.io so the issue can be investigated and resolved.
Initiating a payment chargeback without first contacting Entual may be treated as a material breach of the Terms of Service and may result in suspension or termination of the account. This does not affect any mandatory rights you may have under applicable law.
Accounts terminated for violation of the Acceptable Use provisions of the Terms of Service are terminated immediately upon detection, without prior notice and without refund of any fees paid — including any unused portion of a paid term.
Entual will notify the registered billing contact within five (5) business days of termination unless prohibited by law or a law-enforcement request. Entual reserves the right to pursue appropriate civil, criminal, regulatory, or contractual remedies.
To cancel or give notice of non-renewal, email info@entual.io from the billing email address on the account. Entual will confirm the effective cancellation or non-renewal date in writing.
Cancellation prevents future renewals; it does not create a refund for the current billing period, minimum commitment, or prepaid term.
Entual B.V. · Bercylaan 617, 1031 KP Amsterdam, the Netherlands · KVK 99552833
General: info@entual.io · Legal / privacy: legal@entual.io · entual.io
Entual B.V. · Amsterdam, the Netherlands · KVK 99552833
For privacy or DPA enquiries, contact info@entual.io.