Refund Policy

1. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee on your first payment. If you are not satisfied with Outhentik for any reason, you may request a full refund of your first payment within 14 calendar days of it. Renewal payments are not refundable.

This guarantee applies to the self-serve plans (Starter, Growth, and Scale). Enterprise agreements are governed by their Order Form and are excluded from this policy unless the Order Form says otherwise.

2. Eligibility

To be eligible for a refund under this policy, the following conditions must be met:

• The charge is your first payment for a self-serve plan.
• The refund request is submitted within 14 calendar days of that payment.
• Your account is in good standing and has not been suspended or terminated for a violation of our Terms of Service.
• You provide a valid reason for the refund request (while we honour all eligible requests, feedback helps us improve).

If any of the above conditions are not met, we reserve the right to deny the refund request at our sole discretion.

3. How to Request a Refund

To request a refund, please contact our support team by email at [email protected]. Your request must include the following information:

• The email address associated with your Outhentik account.
• The date of the charge you are requesting a refund for.
• A brief explanation of the reason for your refund request.

We aim to acknowledge all refund requests within 1 business day and to provide a final decision within 2 business days of receipt. During peak periods, response times may be slightly longer.

4. Processing Timeline

Once a refund request has been approved, the refund will be initiated within 2 business days. Depending on your payment provider and financial institution, it may take an additional 5 to 10 business days for the credit to appear on your statement.

Refunds are always credited to the original payment method used at the time of purchase. We are unable to issue refunds to alternative payment methods, bank accounts, or third-party wallets.

5. Partial Refunds

Outhentik does not offer prorated or partial refunds for unused portions of a billing cycle. If you cancel your subscription, your plan stays active until the end of the period you have paid for, but no refund is issued for the remaining days.

If you downgrade your plan, the change takes effect immediately and the lower price applies from your next billing cycle. No credit or partial refund is issued for the difference between plans during the current cycle.

6. Non-Refundable Items

The following charges are not eligible for refunds under any circumstances:

• Enterprise plan custom agreements, which are governed by separate contractual terms.
• Renewal payments, and any payment after the first.
• One-time setup fees, add-on services, or premium support packages, unless otherwise stated at the time of purchase.
• Charges resulting from account misuse, fraud, or violation of our Terms of Service.

7. Chargebacks & Disputes

If you have a billing concern or believe a charge is incorrect, we strongly encourage you to contact our support team at [email protected] before initiating a chargeback or dispute with your payment provider. We are committed to resolving billing issues quickly and fairly.

Filing a chargeback or payment dispute without first contacting Outhentik may result in immediate suspension of your account and loss of access to all data and content associated with it. We reserve the right to contest chargebacks that we believe to be fraudulent or unjustified, and to recover any associated fees or costs.

8. Subscription Cancellations

Cancelling your subscription is different from requesting a refund. When you cancel, your plan stays active until the end of the period you have paid for, and no further charges are made.

A cancellation does not entitle you to a refund. If your first payment is within its 14-day window, you can ask for a refund separately, as described in Section 3. After the paid period ends, your message pages stop accepting new messages, and your account and data are kept, so you can choose a plan again. Cancelling does not delete your account; deleting it is a separate request in Settings.

9. Free Trial

New accounts get a 7-day free trial with no card required. The trial never turns into a paid plan, and you are never charged for it. To keep using Outhentik after the trial, you choose a plan.

The 14-day refund window begins on the date of your first payment, not the start of the free trial.

10. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, pricing, or legal requirements. When we make material changes, we will notify you by posting the updated policy on this page and updating the "Effective date" at the top.

Your continued use of Outhentik after any changes to this policy constitutes your acceptance of the revised terms. We encourage you to review this page periodically to stay informed about our refund practices.

11. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

• Email: [email protected]
• Response time: within 2 business days

For billing disputes, please include your account email, the charge amount, and the date of the transaction so we can assist you as quickly as possible.