Credits Policy

Ragextract is paid for with prepaid credits. This policy explains what a credit is, when credits expire, what happens when a job fails, and our position on refunds. It forms part of our Terms of Use.

What a credit is

A credit is prepaid usage of the Ragextract service. One credit is US $0.01. Credits are not a gift certificate, a voucher, stored value, or a cash equivalent. They have no cash value, cannot be transferred between organisations, and cannot be exchanged for money.

Credits are spent on two things, and nothing else:

• Reading a document — charged once per page, when the document is ingested.
• Answering a question — charged per cell when a table is run, at the rate set on that column. Rows that bundle several documents together cost more, because each document in the bundle is read separately.

The current rates are published on our pricing page and are shown in the application before a run.

Two things are called a “refund”

They are different, and this policy treats them differently.

Service remedy — credits, never currency

If a job fails or errors after we have charged for it, we make it good by re-granting the credits it consumed. This is automatic and does not need to be asked for. Work that errored before it was charged was never debited in the first place, so there is nothing to return.

Purchase refund — cash back for a top-up

Credit purchases are final. We do not offer cash refunds for credits as a matter of policy. This is the norm for prepaid service balances.

Expiry

Credits expire twelve (12) months from the date of purchase. Expired credits are removed from your balance and are not refundable or reinstatable. Credits are spent oldest-first, so a purchase is used before a later one expires.

Discretionary goodwill

We will consider reversing a purchase at our discretion where both of the following are true:

• the request is made within 14 days of the purchase, and
• none of the credits from that purchase have been spent.

This exists to cover the accidental duplicate purchase and the wrong-amount typo. It is a discretion, not an entitlement, and it does not create a right to a refund in any other circumstance. To ask, email support@subworkflow.ai.

Bonus credits

Larger top-ups earn bonus credits. Bonus credits are promotional: they are never refundable in cash, and they are reversed together with the purchase that granted them — in full if the purchase is fully reversed, and proportionately if it is partly reversed.

Levels and lifetime spend

Account capacity — the size of a single upload, how many jobs run at once, and how many pages one job may contain — is set by your organisation’s cumulative net spend, not by a plan you subscribe to. If a purchase is reversed, whether by us or through a payment dispute, that amount is deducted from your cumulative spend and capacity is recalculated accordingly.

Your statutory rights

If you are a consumer, you may have a statutory right to cancel a purchase of digital content within 14 days. Because credits are supplied immediately, we ask you at checkout to confirm that you want them straight away and that you understand you lose that cancellation right once they are added to your balance. Nothing in this policy affects statutory rights that cannot be excluded.

Enterprise and invoiced accounts

Accounts governed by a separate written agreement are subject to the terms of that agreement rather than this policy, to the extent the two differ.

Questions

Email support@subworkflow.ai. For legal matters, legal@subworkflow.ai.