Our commitment to you: We believe you should never be locked in. Cancel anytime, for any reason. If you're on an annual plan and it's not working out, we'll refund the unused portion of your subscription — no questions asked.
1. Cancellation
You may cancel your Terrain ROI Intelligence subscription at any time. There are no cancellation fees, no penalties, and no lock-in periods — except for Enterprise contracts, which are governed by a separate Master Service Agreement (MSA).
How to Cancel
You can cancel your subscription in either of the following ways:
- Log in to your account, navigate to Settings › Plan & Billing, and click Cancel Subscription.
- Email us at billing@terrainroiintelligence.com with your account email and we will process the cancellation promptly.
What Happens After You Cancel
- Your access to the platform remains active through the end of your current billing period.
- Your subscription will not renew at the next billing cycle.
- You will receive a cancellation confirmation by email.
- Your data is retained for 30 days after cancellation, giving you time to export anything you need. After 30 days, data is permanently deleted per our Privacy Policy.
Auto-Renewal
All subscriptions automatically renew at the end of each billing period (monthly or annually) unless cancelled in advance of the renewal date. We will send a reminder email at least 7 days before your annual renewal date.
2. Refund Policy
We want our pricing to feel fair in both directions. Here's how refunds work across our plans:
| Plan Type | Refund Eligibility |
|---|---|
| Monthly (any tier) | No refund Monthly subscribers are billed for the current month of service. If you cancel, access continues to the end of the billing period and your subscription is not renewed. No partial-month refunds are issued. |
| Annual (Starter, Growth, Scale) | Prorated refund If you cancel an annual subscription, you are entitled to a prorated refund for any complete calendar months remaining in your annual term at the time of cancellation. |
| Enterprise (Annual Contract) | Per MSA terms Enterprise subscriptions are governed by a signed Master Service Agreement. Refund and cancellation terms are specified in that agreement. |
How Prorated Annual Refunds Are Calculated
If you cancel an annual plan, your refund is calculated as follows:
- We divide your total annual fee by 12 to determine the monthly equivalent rate.
- We count the number of complete calendar months remaining in your term from the date of cancellation.
- The refund amount equals: monthly rate × remaining complete months.
- The current partial month is not refunded, as service has already been rendered for that period.
Example
You're on the Growth annual plan ($17,916/year, billed upfront). You cancel 3.5 months into your term. Monthly rate = $17,916 ÷ 12 = $1,493/mo. Remaining complete months = 8. Refund = 8 × $1,493 = $11,944.
How to Request a Refund
Refunds for annual plans are not automatic upon cancellation — you must request one. To do so:
- Email billing@terrainroiintelligence.com with your account email and the subject line "Refund Request."
- We will confirm your eligibility and process the refund within 5–10 business days.
- Refunds are issued to the original payment method on file.
3. EU & Turkey — Statutory Right of Withdrawal
If you reside in the European Union or Turkey, you have a statutory right to cancel your subscription and receive a full refund within 14 days of your initial purchase (the "cooling-off period"), provided you have not materially used the service.
To exercise this right, email billing@terrainroiintelligence.com within 14 days of purchase, include your country of residence, and we will process your full refund promptly.
If you have already made substantial use of the platform during the 14-day period, a proportional deduction may apply in accordance with applicable law.
4. Billing & Payment Processing
Our order process is conducted by our online reseller Paddle.com. Paddle is the Merchant of Record for all Terrain ROI Intelligence orders and is responsible for processing your payment, issuing invoices, and handling billing inquiries.
You may see "Paddle.com" or "Paddle" on your bank or credit card statement.
If you have questions about an invoice, a charge, or your payment method, you can contact either:
- Our team at billing@terrainroiintelligence.com, or
- Paddle's customer support directly via their Help Center.
Taxes
Applicable sales tax, VAT, or GST may be added to your subscription fee depending on your location. Paddle handles tax calculation and remittance as Merchant of Record.
Plan Upgrades & Downgrades
If you upgrade your plan mid-cycle, you will be charged a prorated amount for the remainder of the billing period. If you downgrade, the change takes effect at the start of your next billing period and no partial-period refunds are issued for the difference.
5. Exceptions & Special Circumstances
We understand that unusual situations arise. If you experience a technical failure, billing error, or other exceptional circumstance, please reach out and we will work with you in good faith. Examples of situations where we may issue a full or partial refund outside the standard policy:
- Extended platform outages or service unavailability attributable to us.
- Duplicate charges or billing errors.
- Accidental renewal where you can demonstrate you cancelled or intended to cancel beforehand.
Refund decisions for exceptional circumstances are at Terrain's sole discretion.
Questions or Billing Inquiries?
We're here to help. Reach out and we'll respond within one business day.