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Refund and Cancellation Policy

How refunds, cancellations, assessment credits, subscriptions, renewal charges and marketplace purchases are handled.

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Last updated: 1 June 2026

This Refund and Cancellation Policy applies to purchases of Metricus Process Advisor subscriptions, assessment credits, licence keys, partner plans, and related services.

This Policy should be read together with the Metricus Process Advisor Terms of Service, Privacy Policy, and Data Security & Architecture Statement.

By purchasing or using Process Advisor, you agree to this Policy.

1. Overview

Metricus Process Advisor is a business software product designed for workflow analysis, process mining, and AI-assisted advisory functionality for platforms such as Jira and ServiceNow.

Metricus may offer:

  • one-time assessment-credit purchases;
  • subscription plans;
  • partner or multi-client plans;
  • marketplace purchases;
  • invoice-based enterprise purchases;
  • promotional, trial, or pilot access.

Refund and cancellation rights may vary depending on the product purchased, the sales channel, the applicable marketplace rules, and any written agreement between you and Metricus.

2. Business purchases

Process Advisor is provided for business, professional, and organisational use.

Purchases are not intended for personal, household, or consumer use.

You are responsible for reviewing the applicable product description, plan limits, pricing, platform requirements, licence scope, and assessment-credit terms before purchasing.

3. Assessment credits

Assessment credits are one-time purchases that may be used to unlock AI-assisted or advanced assessment functionality for a defined dataset, process model, work-item limit, or assessment scope.

Unless otherwise stated at the time of purchase:

  • assessment credits are purchased in advance;
  • assessment credits are linked to the purchasing customer account or authorised licence key;
  • assessment credits are not cash, stored value, or a financial product;
  • assessment credits cannot be exchanged for cash;
  • assessment credits cannot be transferred, resold, or used outside Process Advisor unless Metricus agrees in writing.

4. Refunds for assessment credits

Unused assessment credits may be refunded at Metricus’s discretion if a refund request is made within 14 days of purchase.

Metricus will generally not provide refunds for assessment credits that have been consumed, applied, redeemed, or used to unlock AI-assisted or advanced assessment functionality.

A credit will generally be considered consumed once it has successfully unlocked the relevant dataset, process model, assessment scope, or AI-assisted functionality.

Refunds will not usually be provided where:

  • the customer changes their mind after using a credit;
  • the customer selected the wrong dataset, instance, platform, or assessment scope;
  • the customer’s Jira, ServiceNow, or other platform configuration prevents useful analysis;
  • the customer no longer requires the assessment;
  • the customer expected a different business outcome from the analysis;
  • AI-generated outputs require review, refinement, or customer interpretation;
  • the credit was purchased by mistake but has already been used.

Metricus may, at its discretion, reissue or reinstate a credit where a technical issue within Process Advisor prevented the credit from being used as intended.

5. Failed assessments or technical errors

If an assessment credit is consumed but Process Advisor fails to generate the intended assessment or AI-assisted output due to a confirmed technical issue within Process Advisor, Metricus may, at its discretion:

  • restore the consumed credit;
  • issue a replacement credit;
  • assist the customer to rerun the assessment;
  • provide a refund for the affected credit.

Metricus may require reasonable information to investigate the issue, such as licence details, timestamps, screenshots, logs, platform type, dataset size, and error messages.

Refunds or replacement credits may not be available where the issue was caused by:

  • customer-side configuration;
  • platform permission issues;
  • incomplete or poor-quality source data;
  • unsupported fields or workflows;
  • customer network, browser, or authentication issues;
  • third-party platform outages;
  • AI provider unavailability;
  • misuse or breach of the Terms of Service.

6. Subscriptions

Subscriptions provide ongoing access to Process Advisor functionality for the applicable subscription period.

Subscription plans may be billed monthly, annually, or on another agreed billing cycle.

Unless otherwise stated:

  • subscription fees are payable in advance;
  • subscriptions renew automatically at the end of each billing period;
  • subscription access continues until the end of the paid billing period after cancellation;
  • cancellation stops future renewals but does not automatically refund the current billing period.

7. Cancelling a subscription

You may cancel a subscription through the applicable billing portal, marketplace, payment provider, or by contacting Metricus.

Cancellation will generally take effect at the end of the current paid billing period.

After cancellation:

  • you may continue to use the subscription until the end of the current paid period, unless access is terminated earlier under the Terms of Service;
  • the subscription will not renew for a further period;
  • unpaid invoices remain payable;
  • assessment credits, licence keys, or entitlements may be disabled or limited after the subscription expires.

You are responsible for cancelling before the renewal date if you do not want the subscription to renew.

8. Subscription refunds

Unless required by law or agreed in writing, subscription fees are non-refundable once the subscription period has started.

Metricus does not usually provide pro-rata refunds for:

  • unused time in a billing period;
  • reduced usage;
  • delayed deployment;
  • internal procurement delays;
  • customer-side implementation issues;
  • platform configuration problems;
  • change of mind;
  • business restructure;
  • changes in staffing;
  • failure to cancel before renewal;
  • expected benefits not being achieved.

Metricus may consider a refund, credit, or extension where a confirmed technical issue within Process Advisor materially prevents use of the subscribed functionality and Metricus is unable to resolve the issue within a reasonable time.

9. Renewal charges

Subscriptions may renew automatically unless cancelled before the renewal date.

Metricus is not responsible for a renewal charge where:

  • the customer failed to cancel before renewal;
  • the customer’s administrator, purchaser, or authorised user did not act on renewal notices;
  • the customer no longer requires the service but did not cancel;
  • the relevant marketplace, payment provider, or billing system processed the renewal according to the active subscription.

Metricus may provide renewal reminders where practical, but the customer remains responsible for managing its subscription.

10. Partner and multi-client plans

Partner or multi-client plans may allow use of Process Advisor across multiple client environments, subject to the purchased licence scope.

Unless otherwise agreed:

  • partner plan fees are payable in advance;
  • client slots are subject to the applicable plan limits;
  • unused client slots do not create a right to refund;
  • rotating, sharing, reselling, or misusing client slots may result in suspension or termination;
  • cancellation stops future renewal but does not automatically refund the current subscription period.

If a partner plan is terminated or expires, access for associated client slots may also be disabled or limited.

11. Trials, pilots, and promotional access

Metricus may offer trials, pilots, free plans, promotional credits, or discounted access.

Unless otherwise stated:

  • promotional credits have no cash value;
  • free or promotional access may be withdrawn or modified at any time;
  • trial access may expire automatically;
  • unused promotional credits are not refundable;
  • trial or promotional access does not guarantee future availability of the same features, pricing, or limits.

Metricus may refuse to provide repeated trials or promotional access to the same customer, organisation, domain, or related entity.

12. Marketplace purchases

Where Process Advisor is purchased through a third-party marketplace, such as Atlassian Marketplace, ServiceNow Marketplace, Stripe Checkout, or another approved channel, refunds and cancellations may also be subject to that marketplace’s rules, processes, and limitations.

In the event of inconsistency between this Policy and mandatory marketplace rules, the marketplace rules may apply to the extent required.

You may need to request cancellation or refund through the marketplace or payment provider used for the purchase.

13. Invoice-based purchases

For enterprise, partner, or invoice-based purchases, refund and cancellation rights are governed by the applicable order form, invoice, statement of work, or written agreement.

Unless otherwise stated in writing:

  • invoice-based fees are payable by the due date;
  • annual subscription fees are non-refundable once the subscription term has started;
  • cancellation prevents renewal but does not remove the obligation to pay amounts already invoiced;
  • late or unpaid invoices may result in suspension or termination of access.

14. Taxes, currency, and payment fees

Refunds, where approved, will generally be processed in the original payment currency and to the original payment method where possible.

Refund amounts may be affected by:

  • taxes;
  • currency conversion;
  • bank fees;
  • card fees;
  • payment processor fees;
  • marketplace rules;
  • exchange-rate differences.

Metricus is not responsible for losses caused by currency conversion, bank charges, card issuer fees, or payment provider deductions.

15. Chargebacks and payment disputes

If you believe a charge is incorrect, you should contact Metricus first so the issue can be investigated.

Where a chargeback or payment dispute is initiated without first allowing Metricus a reasonable opportunity to investigate, Metricus may suspend access to Process Advisor, licence keys, subscription entitlements, or assessment credits while the dispute is resolved.

Fraudulent or abusive chargebacks may result in termination of access.

16. How to request a refund or cancellation

To request a refund, cancellation, credit reinstatement, or billing review, contact:

Metricus Email: info@metricus.com

Please include:

  • organisation name;
  • purchaser name and email;
  • product or plan purchased;
  • purchase date;
  • invoice, checkout, subscription, or licence reference if available;
  • reason for the request;
  • screenshots or error details if the request relates to a technical issue.

Metricus may request additional information to assess the request.

17. Processing approved refunds

Where Metricus approves a refund, the refund will usually be processed to the original payment method.

Processing times depend on the payment provider, bank, card issuer, marketplace, or billing platform.

Metricus does not control the time taken by third parties to complete refund processing.

18. Changes to this Policy

Metricus may update this Refund and Cancellation Policy from time to time.

The updated version will be published with a revised “Last updated” date.

The Policy in effect at the time of purchase will generally apply to that purchase, unless a later version is required by law or expressly agreed.

19. Contact

For refund, cancellation, or billing questions, contact:

Metricus Email: info@metricus.com

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