Refund & Cancellation Policy

This Refund & Cancellation Policy governs all purchases made through the Altos IQ platform at altosiq.com. By subscribing to any Altos IQ plan, you acknowledge and agree to the terms of this Policy. All fees are charged in U.S. dollars. Approved refunds are credited to the original payment method via Stripe within 5–10 business days.

1. New Subscriber Guarantee

If you are a first-time subscriber and are not satisfied with the Platform, you may request a full refund within 7 calendar days of your initial payment date. This guarantee applies once per customer and does not apply to renewals, plan upgrades, or plan changes.

2. Monthly Subscriptions

Monthly subscriptions are billed in advance at the start of each billing cycle. Refunds are available only within the 7-day new subscriber guarantee window. Renewal charges are non-refundable. You may cancel at any time; your access continues until the end of the current paid billing period. No partial-month refunds are issued upon cancellation.

3. Annual Subscriptions

Annual subscriptions are billed in full upfront at a discounted rate. Full refunds are available within the 7-day new subscriber window. After the 7-day window, annual subscriptions are generally non-refundable.

Exception — Material Service Failure: If the Platform has materially failed to perform its core functions (e.g., sustained outages exceeding 72 cumulative hours in a billing period) and this issue has not been resolved within 14 days of written notice to [email protected], you may be eligible for a pro-rated refund for the unused portion of your annual term, at our sole discretion. Cancellation of an annual plan stops future renewal charges but does not trigger a refund for the current term.

4. Plan Upgrades & Downgrades

Upgrading your plan mid-cycle results in a prorated charge for the remainder of the billing period. Downgrading does not result in a refund for the difference; lower-tier pricing applies at the next renewal. Upgrades and downgrades are not subject to the 7-day refund guarantee.

5. Non-Refundable Items

The following are explicitly non-refundable: subscription renewals (monthly or annual); charges older than 7 days outside the new subscriber window; custom or bespoke report generation fees; setup, onboarding, or professional services fees; add-on features or integrations purchased separately; fees associated with accounts terminated for Terms of Service violations; subscriptions purchased through third-party resellers (governed by the reseller's policy); and free trial conversions (the 7-day window begins at the conversion date).

6. How to Request a Refund

Email [email protected] with the subject line "Refund Request — [Your Account Email]." Include your full name, account email, date of purchase, and reason for the request. We will acknowledge your request within 2 business days and complete review within 5 business days. Approved refunds are processed within 5–10 business days to your original payment method.

7. Cancellation

You may cancel your subscription at any time through your account dashboard or by contacting [email protected]. Upon cancellation, your subscription will not renew and you retain full access through the end of the paid period. After that date your valuations and reports remain in your account and remain readable; running a new valuation or exporting a report without a watermark requires an active plan. You may reactivate at any time without data loss. To have your data deleted, email [email protected]; retention periods are set out in our Privacy Policy.

Accounts terminated by Altos IQ for violations of the Terms of Service are not eligible for any refund, regardless of billing cycle status or remaining subscription term.

8. Service Credits

In lieu of a monetary refund, Altos IQ may, at its sole discretion, offer service credits applicable to future subscription periods. Credits are non-transferable, have no cash value, and expire 12 months from issuance. Credits cannot be applied retroactively to past charges.

9. Disputed Charges & Chargebacks

If you believe you have been charged in error, contact [email protected] before initiating a credit card chargeback. Initiating a chargeback without first contacting us may result in immediate account suspension pending investigation. If a chargeback is determined to be fraudulent or unjustified, we reserve the right to pursue recovery of the disputed amount and associated fees.

10. Custom & Enterprise Plans

Customers on custom-negotiated or enterprise plans should refer to their executed Master Service Agreement (MSA) or Order Form for applicable refund and cancellation terms. In the event of a conflict between this Policy and a signed MSA, the MSA governs.

11. Free Trials

Altos IQ does not currently offer a free trial. Subscription Required — all access to the Platform requires an active paid subscription. Refund eligibility for new subscribers is governed by Section 1 (New Subscriber Guarantee).

12. Modifications to This Policy

We may modify this Policy at any time with at least 30 days' advance notice of material changes. Changes apply to new charges after the effective date. Existing subscribers' current billing periods are governed by the Policy in effect at the time of their most recent charge.

13. Governing Law

This Policy is governed by the laws of the State of Florida. Disputes are subject to binding arbitration as described in our Terms of Service, Section 17.

14. Contact

Altos IQ LLC — Billing & Support
[email protected]
[email protected]
Response time: 1–2 business days