Refund policy

The short version. Paid plans on UtilitySpaces are monthly subscriptions. Within 14 days of any payment you can ask for a full refund for a valid reason — the reasons we accept are listed below. After 14 days, if we billed you by mistake, took your money and never activated the workspace, or the service is broken in a way we cannot fix, you still get your money back. Outside those cases, a period already paid for is not refunded — but you can cancel at any time and you will not be charged again.

How billing actually works here

Every paid plan is a monthly subscription for the plan you chose, billed in advance for one month at a time. How the money moves depends on how you pay.

• By card. Checkout is run by Armitage Labs OÜ as merchant of record; we never see the card. Paying by card starts an automatic monthly renewal: on the same day each month Creem charges the same card the current price of your plan, until you cancel. Local sales tax may be added by Creem at checkout. Refunds of card payments go back to the same card through Creem.
• If a renewal is declined. Nothing is switched off. We email and message you, Creem retries the card on its own schedule, and if every retry fails the subscription ends and the workspace returns to the free limits at the end of the month you already paid for. Nothing is deleted at any point.
• Activation. The plan takes effect within a minute of the payment going through. Requesting an upgrade on its own grants nothing and costs nothing.

We tell you the renewal date and amount in the workspace and in the receipt for every payment, and we give at least 30 days' notice by email before a plan price changes. A renewal after a price change is charged at the new price.

Try before you pay

The demo workspace is free, needs no card, and lets you connect an app and give an agent a real job. It expires about an hour after it is created; open another whenever you want. Starter is $29 per month, Team is $79 and Business is $249; Enterprise is scoped and priced per engagement within a published band of $499 to $4,999 per month (see the Enterprise pricing guideline). See the pricing page for what each plan includes.

If you are unsure whether the product does what you need, spend another hour in a demo, or write to support@utilityspaces.com and ask us directly. The demo is the “try before you buy”; the 14-day window below is the safety net for when something is actually wrong.

The 14-day refund window

For any payment — first month or renewal — you can ask for a full refund within 14 days of the date of payment by giving us a valid reason. We refund when:

• The service is faulty or materially not as described — a defect stops you using the features the plan is sold on, or the product does not do what our site says it does, and we cannot put it right promptly.
• The charge was a duplicate, a mistake, or not authorised by you — two payments for one month, a renewal charged after you cancelled, a card used without the cardholder's permission.
• You paid and we did not activate the plan you paid for.
• A renewal you did not mean to keep — you tell us within 14 days of the renewal charge and have not made substantial use of the workspace in the new period.

A change of mind after making full use of a paid month is not by itself a reason, and refund requests that show a pattern of abuse are declined. Where the law where you live gives you a stronger right — including the 14-day right of withdrawal for consumers in the EU, EEA and UK — that right applies exactly as the law states it. For card payments you may also ask Creem directly at creem.io; as merchant of record it handles order-related enquiries and returns for the card charge, and a refund it grants stands. On any refund the workspace drops back to the free limits; nothing is deleted.

Consumers in the EU, the EEA and the UK: you do not need a reason

The list above is our commercial policy, and nearly every customer here is a business. If you are a consumer — buying for yourself, outside any trade, business or profession — and you live in the EU, the EEA or the UK, the law gives you a stronger right than that list and it overrides it. Plainly:

• You have 14 days from the day the contract is concluded to withdraw from it, and you do not have to give a reason. “I changed my mind” is enough. You do not have to fit any of the four bullets above.
• You can tell us any way that is clear — an email to support@utilityspaces.com saying you are withdrawing does it. There is no form to find and no hoop to jump through.
• We refund you within 14 days of being told, using the same payment method you used, at no cost to you.
• Because the service starts immediately, we may keep a proportionate amount for what you actually used before withdrawing — a few days of a month, not the month. We have not asked you to waive the withdrawal right in exchange for immediate access, so you keep it in full.

One thing worth knowing about card payments: Creem is the merchant of record, which makes it the seller for that transaction, so a statutory withdrawal request for a card payment can go either to it or to us. Write to us and we will handle it either way rather than sending you round in a circle.

When we refund you after the 14 days

• We billed you wrongly. Duplicate invoice, wrong plan, wrong amount, or a transfer applied to the wrong workspace: full refund of the difference, always.
• You paid and we never activated. If your invoice is paid and the workspace is not activated, tell us. We either activate it immediately or refund it in full.
• The service is materially broken and we cannot fix it. If a core part of the product stops working for you and we cannot resolve it within a reasonable period, we refund the unused part of the period, pro rata by day.
• We change the terms and you say no. If we make a material change to the terms of service and you leave before it takes effect, we refund the unused prepaid period.
• We add a sub-processor you reasonably object to. Under section 7 of the data processing addendum, if we cannot offer a workable alternative, you may terminate and we refund the unused prepaid period.
• We discontinue the hosted service. We refund the unused prepaid period, with at least 60 days' notice first.
• We suspended you by mistake. The suspension is reversed and the lost time is credited.

When we do not

• You changed your mind. Cancel and you will not be charged or invoiced again, but the month already paid for runs to its end and is not refunded. You keep full access until it does.
• You did not use it. Past the 14-day window, an unused month is still a month we reserved capacity for — which is why cancelling before the renewal date is the right move if you are unsure.
• AI usage costs. Money already spent with an AI provider on your agent runs cannot be recovered from them, so it cannot be refunded by us. If you would rather control that spend directly, bring your own provider key.
• We suspended you for breaching the acceptable use policy. No refund for the period already invoiced.
• Outages outside our control — your connectivity, an AI provider's downtime, a connected application changing its API. We will help you work around it, but it is not a billing event.
• Bank and card charges. Any foreign-transaction fee or conversion spread your own bank applied to the payment is theirs, not ours, and we cannot return it.

Setup help

Setup help is a one-time purchase, not a subscription. Ask for a refund the way described below, from the email address you paid with.

• A setup session ($99). If the first 20 minutes are not useful, say so and we refund the whole session.
• Launch ($1,500). A full refund within 14 days of paying.
• Growth ($3,900). The $1,950 deposit is refunded in full within 14 days of paying it; the balance is asked for only at handover.

How to cancel

Cancel from workspace settings (Settings → Workspace → Plan), or write to support@utilityspaces.com from the address on the account. Cancelling takes effect at the end of the month already paid for: no further card charge, no further invoice, and full access until that date. There is no retention flow to click through. The workspace drops back to the free limits rather than being deleted, so your data is not held hostage. When you actually want the data gone, follow the data deletion page.

How to ask for a refund

Email support@utilityspaces.com from the address on the account with the invoice or receipt number and the reason from the list above. We reply to every message within one business day. Payments are refunded through Creem to the same card; you may also ask Creem directly at creem.io. Once agreed, the refund usually reaches your card within five to ten business days — that delay is your bank's, not us sitting on it. Refunds are made in the currency you paid, which is US dollars; if your card is in another currency your bank applies its own rate on the way back, so the figure that lands may differ slightly from the one that left.

Disputes

If you disagree with an invoice, tell us before paying it and we will hold it while we sort it out. For a card charge, please write to us or to Creem before opening a chargeback with your bank — a chargeback takes weeks and a refund takes days, and we will not fight a refund you are entitled to under this policy. If we cannot agree, the terms of service set out the governing law.

Changes

This policy forms part of the terms of service. If it changes, the date at the top of this page moves and the version in force when you paid is the one that applies to that payment.