Refund policy

When your customer pays you, the money goes from them to your wallet. It does not pass through an account of ours, so there is no button we could press to send it back. Refunding a customer is something you do from your own wallet, on your own terms.

When you pay us for a subscription, that is a transaction between you and us, and this policy is about that one.

This is the direct cost of a non-custodial design. A processor that holds funds can reverse them; it can also freeze them, and it will, when it decides to. We would rather not be able to do either.

Send the amount back to an address your customer gives you. The invoice record in your panel gives you the amount, the currency and the time, which is normally everything you need to reconcile it.

Two things to decide before you promise anything: whether you refund the crypto amount received or the fiat value at the time of sale — the two differ once the rate moves — and who pays the network fee. Put your answer in your own refund terms. We cannot answer it for you, and a customer who disagrees about it will ask you, not us.

Crypto payments cannot be charged back. Nobody can reverse a confirmed transaction against your will — which protects you from fraudulent chargebacks and obliges you to handle genuine complaints properly, since your customer has no third party to appeal to.

Within 14 days of your first payment, for any reason at all: write to us and we will refund it in full. No questions about why, no form. If the product does not do what you expected, we would rather return the money than argue about it.

After that, we refund unused whole months if you ask, on a pro-rata basis, minus any month already begun. A yearly plan cancelled after four months refunds eight months.

If we terminate your account without cause, or discontinue the service, unused prepaid time is refunded without you having to ask.

If we terminate for a breach of the acceptable use policy, unused time is not refunded.

Either as credit on your account, which is immediate, or to a wallet address you give us, which we send within five business days. You choose. Credit is applied automatically to your next purchase.

Refunds to a wallet are sent in the same cryptocurrency you paid in, for the US dollar value refunded, converted at the rate on the day we send it. This will rarely be the exact number of coins you sent. The price you bought was denominated in dollars; the refund is too, and neither of us can refund an exchange rate.

The network fee comes out of the refund. For small amounts that fee is a meaningful fraction, which is one reason account credit is usually the better choice.

If you overpay an invoice, the excess is added to your account as credit rather than returned on-chain, because returning it would often cost more in network fees than the excess is worth. Ask and we will send it to a wallet instead.

If you underpay, the invoice stays unpaid and no service time is granted — a partial payment does not buy a partial subscription. The amount received sits as credit against your next attempt. Our smallest invoice is $8 for the same reason: below that, network fees eat the payment.

If you send funds to an expired invoice, tell us. The payment is still detected and we will credit it, but it will not settle automatically once the rate window has closed.

Email billing@ownrails.com from your account address, saying whether you want credit or a wallet payout. We answer within two business days, and a person reads it.

If we say no, we will tell you which part of this policy we are relying on. If you think we have applied it wrongly, say so and it gets looked at again.