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HOMERefund Policy
Legal & Policies

Refund Policy

LAST UPDATED: January 2026

1. Overview

This Refund Policy explains the conditions under which SIMULORO processes refunds for subscription charges and compute credit usage. Due to the high computational costs associated with running complex digital simulations, our refund policy is strictly enforced.

2. Subscription Charges

Subscription fees for Professional and Business tiers are billed in advance on a monthly or annual basis. These fees are generally non-refundable once the billing cycle has begun.

  • If you cancel your subscription, you will retain access to the platform until the end of your current billing period.
  • We do not provide prorated refunds for partial months or unused time.

3. Simulation Credits & Compute Usage

SIMULORO utilizes a usage-based credit model for scenario execution. Credits are consumed based on the complexity of the computational model (e.g., Simple, Advanced, Complex).

  • Consumed Credits: Once a simulation has been successfully executed and results have been delivered, the credits consumed are completely non-refundable. The compute resources have already been expended on our infrastructure.
  • Failed Simulations: If a simulation fails due to a system error or platform outage on our end, the credits will automatically be returned to your account balance.

4. Eligible Refund Situations

We may grant refunds in the following limited circumstances:

  • Duplicate Charges: If you were accidentally billed multiple times for the same invoice.
  • Unauthorized Charges: If proven fraudulent activity occurred on your billing method.

5. Non-Refundable Situations

Refunds will not be provided for:

  • Simulations that complete successfully but yield unexpected or undesirable analytical results.
  • Lack of usage of the platform during a billed period.
  • Credits purchased but left unconsumed at the end of a billing cycle (unless rolled over by specific plan terms).
  • Errors caused by incorrectly formatted user data (e.g., corrupted CAD files) resulting in consumed compute time.

6. Enterprise Agreements

Users on custom Enterprise plans are subject to the specific refund and SLA terms negotiated in their individual contracts, which supersede this standard policy.

7. Requesting a Refund

To request a refund for an eligible situation, please contact our billing department within 14 days of the charge in question. We process requests within 5-7 business days.

Contact: support@simuloro.com