Refund Policy

Effective Date: August 5, 2026 · Last Updated: October 25, 2026

This policy is part of the Terms of Service.

Managed machines

A managed machine is a virtual machine on a server we run, paid in advance by the month (the default) or, to try one, by the week. A bare-metal server, ordered by email, also carries a one-time setup fee. Monthly: Billed on the 1st; your first payment is prorated to the next 1st. Weekly: Weekly billing is charged in advance, a full week at a time, from the day you order and then on the same day each week.

Cancel any time from your machines page. Cancelling stops the machine's billing at once. The unused part of the period you paid for goes onto your account as credit, which is taken off your next payments to Privatae. The machine is then stopped and wiped after a short grace period. Take what you want to keep off it first.

Cancelling refunds no payment: the setup fee is not credited, and credit on your account cannot be paid out except as Section 12.3 of our Terms says. Deleting your account cancels every machine on it at once, and gives no credit for the unused time. Any credit already on your account is lost when the account is deleted. A machine that fails before we hand it over to you, or that we have not handed over within 72 hours of your payment, is cancelled, and that payment is refunded in full, automatically.

After a failed payment the machine keeps running while the card is retried for up to 7 days, and then it is cancelled and not restarted, even if you pay later. It is then stopped and wiped after a short grace period; to come back, order a new machine.

Network membership

Membership for a Host on your own computer is billed monthly, in advance. Cancel any time from your account: the membership runs to the end of the month you paid for, and nothing is refunded for the part of a month that is left. A membership included with a managed machine ends with the machine.

No trials, no free tiers, no discounts

No paid service has a free trial, a free tier or a discount, and none comes with a refund window. C-Series, the software, is free to run on your own computer, and the App Store is free for any Host.

Enterprise services

The AI agent security assessment and later engagements are billed as their statement of work says, and its payment and cancellation terms apply.

If we got it wrong

If we charged you for something we did not provide, or charged you the wrong amount, we refund the difference in cash, not credit. Tell us at [email protected].

Capacity on the Privatae platform

We no longer sell capacity on the Privatae platform. If you hold a capacity subscription bought before October 19, 2026, cancelling it from your account page refunds the unused part of its billing period to your payment method automatically, as it did when you bought it. Card refunds typically settle within five to ten business days, depending on your bank.

Marketplace purchases

If you bought an application from another customer through the marketplace, your contract for it is with the seller, and their refund terms apply. Contact them first.

If a seller will not honour what they promised, tell us at [email protected]. We can remove an application and act against a seller who misrepresents what they sell. We are not the seller and we do not guarantee third-party applications — but a marketplace that ignores this is not one worth selling on, so we would rather hear about it.

If we terminate your account

If we close your account without cause, we refund the unused part of the period you paid for, and any credit on your account.

If we close it because you breached the Terms — unlawful use, abuse, attacking the service — we do not refund what you paid before we closed it. Anything charged after we close it is refunded in full.

Chargebacks

If something is wrong, tell us before you tell your bank. We will almost always fix it faster.

Filing a chargeback without contacting us may result in your account being suspended while the dispute is resolved, because our payment processor freezes the account automatically. That is a mechanical consequence, not a punishment, but it is worth knowing before you do it.

Questions

[email protected] · [email protected]