This policy explains how to cancel your Raileon service, when cancellation takes effect, and what is and is not refundable. It applies to all clients of SkyRaileon LLC (“Raileon,” “we,” “our,” or “us”). Your signed Service Agreement and its Order Form control; this page is the detail and applies only where they are silent (see Section 11).
| Charge | Refundable? |
|---|---|
| Cancellation, exit, or early-termination fee | Not applicable: we do not charge one |
| Setup fee | No, once setup work has started |
| Monthly retainer already paid | No |
| AI usage already incurred | No |
| Retainer paid for the period after a sub-processor-objection termination | Yes, pro rata; the setup fee is excluded |
| Business audit | Yes, under the guarantee in Section 13 |
| Billing errors and duplicate charges | Always refunded |
1. How to cancel
A plan you pay by card (monthly care or the social media plan) has a Cancel button in Billing in your dashboard. You can also cancel by sending written notice to admin@raileon.com from the email address on your account. An email counts as written notice. We will confirm in writing.
You do not need to call anyone, sit through a retention offer, or explain your reasons. If you want to tell us why you are leaving we will read it carefully, but it is optional.
2. When cancellation takes effect
The service is month-to-month unless your Order Form sets an initial term. You may cancel it at any time. The service then ends at the end of the current paid billing period or, if later, at the end of any initial term in your Order Form, and you keep full access to your workspace, your Modules, and your data until then. Raileon may end it on 30 days' written notice. After the service ends your retainer stops and your instance is decommissioned. We do not pro-rate or refund the unused part of a period you have already paid for.
Raileon may end the service immediately on written notice if you breach the Acceptable Use Policy in a way that puts people or systems at risk, or for non-payment after suspension (Section 8).
3. Setup fee
The one-time setup fee is paid by card inside DocuSign when you sign, together with your first month's retainer. It is non-refundable once setup work has started, except for billing errors or where the law requires otherwise. It is not a deposit against future service. It pays for work done up front: provisioning your dedicated instance, configuring your Modules, connecting your tools, and tailoring the workspace to how your business operates. That work cannot be undone or resold.
“Started” means we have begun provisioning or configuration, not merely that you have paid. If you cancel before we have started, tell us at admin@raileon.com and we will refund the setup fee.
4. Monthly retainer
The monthly retainer is billed monthly in advance. The first month is paid at signing. From the second month it is charged automatically to the card on file, or invoiced and due within 15 days (Net 15) where your Order Form says invoice. Once a month has started, the retainer for it is earned regardless of how much you use the service, and it is not refunded. We do not refund a month because you meant to cancel earlier and did not.
5. AI usage
When Raileon provides the AI (the default), usage is billed monthly in arrears at the rates in your Order Form. It is not refundable: when your Modules run, we pay third-party AI providers for that processing as it happens, so there is nothing to reverse, including for work you later decide you did not want.
If you choose to connect your own AI provider account, Raileon does not bill that usage and adds no markup. Your provider bills you directly under your own agreement with them, so there is nothing to refund on that line from us.
6. Extra work
Separately quoted tasks are billed as agreed in writing (email is fine). Once the work has started it is non-refundable, unless the agreement says otherwise.
7. Your data after cancellation
When the service ends, your AI Modules and billing stop, but your data is not destroyed straight away. You have a 7-day export window in which you can download your data yourself from your dashboard (Settings → Privacy & data → Export your data, for account admins), or request a copy in a structured, machine-readable format. Email admin@raileon.com or privacy@raileon.com to start an export.
After those 7 days, your workspace and its data are deleted. Encrypted backups are not edited; they expire on their normal rotation. Deletion is not reversible, so please export anything you need before the window closes. We retain billing records and basic account information where tax and accounting rules require it. Full detail is in our Privacy Policy.
8. Failed payments and non-payment
If a card charge fails, we email you a reminder. Please keep your payment method current. Expired cards are the most common cause of an interruption.
- After a second failed charge, or when an invoice is 15 or more days overdue, we may suspend the service on written notice until the balance is paid. Suspension does not delete your data.
- If the balance remains unpaid 15 days after suspension, we may end the service. The 7-day export window in Section 7 still applies before deletion.
- Amounts already owed for service delivered, including AI usage, remain payable.
If money is tight or the timing is bad, email admin@raileon.com before it gets to suspension. We would rather work something out than switch your business off.
9. Billing errors and goodwill
Some things are always refunded, no discretion involved. If we have billed you in error, charged you twice for the same thing, charged you after a cancellation took effect, or charged the wrong amount, we refund it in full as soon as we verify it. You do not need to argue for this. It is our mistake and we fix it.
Beyond that, we consider requests case by case at Raileon's discretion. A setup fee charged before any work started, or an extended outage caused by us, are the kinds of situations we look at seriously. We are not promising a refund in any of them, and a goodwill refund in one case does not create an entitlement in another. If you think your situation qualifies, write to admin@raileon.com with your account email, the charge in question, and what happened.
Objecting to a new sub-processor
If we add a new sub-processor, you object on reasonable data-protection grounds under Section 6 of our Data Processing Agreement, and we cannot offer a workable alternative, you may terminate the affected service on written notice without penalty. We refund the prepaid fees for the period after termination, pro rata. The setup fee is not refunded.
10. Billing disputes and chargebacks
If a charge looks wrong, contact admin@raileon.com with your account email, the date and amount of the charge, and a short description of the problem. We aim to respond within 5 business days and will send you the underlying usage or invoice detail so you can see exactly what was billed.
Please come to us before filing a chargeback. A chargeback with your bank takes weeks to resolve, and while it is open our payment processor may restrict the account, which can suspend the service you are still relying on. Emailing us is almost always faster, and if the charge really was an error we refund it directly under Section 9. We are not trying to block your right to dispute a charge; we are asking for the chance to fix it first.
11. Which document controls
Your signed Service Agreement and its Order Form control. If this page conflicts with them, they win: the Order Form for fees, scope, and term, and the Service Agreement for everything else. This policy applies only where they are silent. The Terms of Service set out the full order of precedence.
12. Changes to this policy
We may update this policy from time to time. When we make material changes, we will notify you by email or through the platform at least 15 days before they take effect, and a change that reduces a signed client's rights takes effect for that client only on 30 days' written notice. The effective date at the top of this page shows when it was last revised. Changes are not applied retroactively to charges already made.
13. Business Audit guarantee
The one-time Business Audit is a separate purchase. Sections 1 to 12 apply to the managed service, not to the audit. The audit has its own guarantee:
- How to claim. Email admin@raileon.com from the email address you ordered with, and give the business name on the order. You do not need to prove anything.
- How it is settled. We refund the full amount through Stripe to the card or account you paid with. How soon it shows on your statement depends on your bank.
- Credit toward your first invoice. If you go on to sign a Service Agreement, the price of the audit comes off your first invoice. An audit that has been refunded is not credited.
- Billing errors. A duplicate or wrong charge for an audit is refunded as described in Section 9.
14. Contact
SkyRaileon LLC
Miami, Florida
Billing and cancellations: admin@raileon.com
Data and export requests: privacy@raileon.com