Refund & Cancellation Policy

Effective Date: April 24, 2026

Solvara Labs LLC · Austin, Texas

This Refund and Cancellation Policy ("Policy") describes the terms under which Solvara Labs LLC ("Solvara Labs," "we," "us," or "our") issues refunds and processes cancellations for subscriptions to the Opsvara platform ("Service"). This Policy is incorporated by reference into the Opsvara Terms of Service. By subscribing to the Service, you agree to be bound by this Policy.

We have designed this Policy to be straightforward and fair. We do not want you to pay for something that isn't working for you — but we also operate a subscription business and maintain infrastructure on your behalf from the moment your subscription begins. Please read this Policy carefully before subscribing.

1. Free Trial

Solvara Labs offers a thirty (14) day free trial for new customers on the Starter and Professional subscription tiers. During the free trial period:

You have full access to all features included in your selected plan tier.

You may cancel your trial at any time before the trial period ends without incurring any charge.

If you do not cancel before the trial period expires, your subscription will automatically convert to a paid subscription and your designated payment method will be charged at the applicable plan rate.

No refund is available for charges that occur due to failure to cancel before the trial period ends, except in cases of documented technical error on our part.

Enterprise tier customers do not receive a standard self-serve free trial. Trial arrangements for Enterprise are negotiated individually and specified in the applicable Order Form.

2. Subscription Billing

2.1 Billing Cycle

Subscriptions are billed in advance on a monthly or annual basis, as elected by Customer at the time of purchase. The billing cycle begins on the date the paid subscription commences (the "Billing Date") and recurs on the same date each month or year thereafter.

2.2 Annual Plans

Customers who elect annual billing receive a five percent (5%) discount on the monthly rate and are billed for the full annual term in advance. Annual subscriptions are non-cancelable and non-refundable mid-term except as expressly provided in Section 4 (Refund Eligibility) below.

2.3 Monthly Plans

Monthly subscribers are billed on the Billing Date each month. Monthly subscriptions may be cancelled at any time as described in Section 3, with access continuing through the end of the current paid billing period.

2.4 Payment Processing

All payments are processed securely through Stripe, Inc. Solvara Labs does not store full credit card numbers. By providing a payment method, you authorize Solvara Labs to charge the applicable subscription fees on a recurring basis until your subscription is cancelled. If a payment fails, we will notify you by email and retry the charge. Access may be suspended if payment remains outstanding for more than fifteen (15) days after a failed charge.

3. Cancellation

3.1 How to Cancel

You may cancel your Opsvara subscription at any time using one of the following methods:

Self-serve: Navigate to Account Settings → Billing → Cancel Subscription within the Opsvara platform.

Email: Send a cancellation request to [email protected] from your account's registered email address. Please include your account name and the reason for cancellation.

Cancellations take effect at the end of your current billing period. We do not prorate or refund the remaining days of your current billing period upon cancellation, except as specified in Section 4.

3.2 Access After Cancellation

Upon cancellation, your account will remain active and accessible through the end of your current paid billing period. After that date:

Your access to the Service will be suspended.

Your Customer Data will be retained for thirty (30) days following the cancellation effective date, during which you may request a data export.

After thirty (30) days, your Customer Data will be permanently deleted from our systems and cannot be recovered.

We strongly recommend exporting your Customer Data before your access period ends. Contact [email protected] for assistance with data export.

3.3 Annual Plan Cancellation

If you cancel an annual subscription, your cancellation will take effect at the end of your current annual term. You will retain access to the Service for the remainder of the annual period already paid. No refund will be issued for the unused portion of the annual term, except as specified in Section 4.

3.4 Enterprise Plan Cancellation

Enterprise subscription cancellation terms are governed by the applicable Order Form. In the absence of specific Order Form cancellation terms, Enterprise customers must provide sixty (60) days' written notice of cancellation to [email protected].

4. Refund Eligibility

Solvara Labs operates a general no-refund policy for subscription fees once paid, except in the following circumstances:

4.1 Service Unavailability — Material Outage

If the Service experiences a verified outage or material degradation of core functionality that:

Persists for more than forty-eight (48) consecutive hours; AND

Is caused by factors within Solvara Labs' reasonable control (not a Force Majeure event); AND

Is not resolved to a functional state within the forty-eight (48) hour window;

then Customer may request a pro-rated credit or refund for the period of verified unavailability. Refund requests under this provision must be submitted within fourteen (14) days of the outage resolution. Solvara Labs will verify the outage against our internal system logs before processing any credit or refund.

4.2 Duplicate Charges

If Customer is charged more than once for the same subscription period due to a billing system error, Solvara Labs will issue a full refund for the duplicate charge(s) within ten (10) business days of confirmed identification of the error.

4.3 Unauthorized Charges

If you believe your payment method was charged without authorization, please contact us immediately at [email protected]. We will investigate and, if confirmed, issue a full refund for the unauthorized charge. You should also contact your bank or card issuer to report unauthorized activity.

4.4 New Customer Satisfaction — 14-Day Guarantee

For new customers on monthly or annual plans who have not previously held a paid Opsvara subscription, Solvara Labs offers a fourteen (14) day money-back guarantee from the date the paid subscription commences ("Guarantee Period"). If you are not satisfied with the Service for any reason during the Guarantee Period, you may request a full refund of your first subscription payment by contacting [email protected] within the Guarantee Period. This guarantee applies once per company and is not available to customers returning after a prior cancellation.

4.5 Solvara Labs-Initiated Termination

If Solvara Labs terminates your subscription for any reason other than your breach of the Terms of Service or this AUP, Solvara Labs will issue a pro-rated refund for any prepaid subscription fees covering the period following the effective date of termination.

5. Non-Refundable Items

The following are expressly non-refundable under all circumstances:

Subscription fees for periods already used or accessed.

Fees for add-on services, professional services, implementation, or onboarding separately contracted and delivered.

Fees for custom Vertical Configuration development or consulting work performed under a Statement of Work.

Subscription fees for periods within an annual term following a Customer-initiated cancellation.

Fees waived or discounted under a promotional offer — the full non-discounted value applies for refund calculation purposes.

6. Plan Downgrades and Upgrades

6.1 Upgrades

You may upgrade your subscription plan at any time. Upgrades take effect immediately. For monthly plans, you will be charged a prorated amount for the remainder of the current billing period at the new plan rate. For annual plans, you will be charged a prorated amount for the remainder of the annual term at the higher plan rate.

6.2 Downgrades

You may downgrade your subscription plan at any time. Downgrades take effect at the start of your next billing period. No credit or refund is issued for the difference in pricing during the current billing period. If you downgrade to a plan with a lower Authorized User limit, you must reduce your Authorized User count to within the new plan's limits before the downgrade takes effect. Failure to do so may result in continued billing at the higher plan rate until compliance is achieved.

7. Consulting and Professional Services

Fees for consulting, implementation, onboarding, custom development, or other professional services ("Professional Services") are governed separately by the applicable Statement of Work ("SOW"). Professional Services fees are generally milestone-based and non-refundable once a milestone has been delivered and accepted. Specific refund terms for Professional Services, if any, are set forth in the applicable SOW.

8. How to Request a Refund

To request a refund under an eligible provision of this Policy:

Email [email protected] with the subject line "Refund Request — [Your Company Name]."

Include your account name, registered email address, the charge date and amount, and a brief description of the reason for the refund request.

Solvara Labs will acknowledge your request within two (2) business days and provide a resolution within ten (10) business days.

Approved refunds will be issued to the original payment method used for the charge. Processing time for refunds to appear on your statement is typically five (5) to ten (10) business days, depending on your financial institution.

9. Chargebacks

We encourage you to contact us directly at [email protected] before initiating a chargeback with your bank or card issuer. Most issues can be resolved quickly through direct communication. Initiating a chargeback without first contacting us may result in:

Immediate suspension of your account pending investigation.

Termination of your account if the chargeback is found to be unwarranted.

Permanent ineligibility for future Opsvara subscriptions.

Solvara Labs reserves the right to dispute chargebacks that are not consistent with this Policy and will provide our payment processor with documentation supporting the legitimacy of the original charge.

10. Changes to This Policy

Solvara Labs reserves the right to modify this Policy at any time. Changes will be posted to our website at opsvara.com/legal/refund-policy and will take effect thirty (30) days after posting. For active subscribers, changes apply to subscription renewals occurring after the effective date of the revised Policy. Changes will not retroactively affect the refund eligibility of charges that occurred prior to the effective date.

11. Contact

For questions about this Policy, billing issues, or to submit a refund request, please contact:

Solvara Labs LLC

Billing & Refunds: [email protected]

Website: https://opsvara.com

Last Updated: April 24, 2026 | Solvara Labs LLC | Austin, Texas | [email protected]