Refund & Cancellation Policy

Allocation capacity is bought upfront as credits. Credits are consumed when Allotix processes students in an allocation event. They do not expire, and they carry forward across events and departments, so unused capacity is not lost at the end of an academic cycle.

Within 30 days of a credit purchase you may request a full refund of that purchase for any reason. We will not ask you to justify it.

Where you have already spent part of the credits on allocation runs, we will refund the purchase in full if the spend was a genuine evaluation of the product. If a purchase has been substantially consumed — for example, most of the credits used to allocate a full cohort — we will discuss a partial refund covering the unused credits rather than the whole purchase. We would rather have that conversation than write a rule that punishes people for trying the product properly.

After the guarantee period, credit purchases are non-refundable, because credits do not expire — capacity you bought stays available to you indefinitely, across future events and departments.

We will still consider a refund outside the 30-day window where we have failed you: a sustained outage during your allocation window that we could not resolve, or a defect in Allotix that prevented you running allocation. Write to us and explain what happened.

Email [email protected] from the email address on the account, and include:

• Your institution name.
• The purchase or invoice reference.
• Whether you want the full purchase refunded, or unused credits only.

We aim to acknowledge refund requests within 2 business days and to approve or discuss them within 5 business days.

Approved refunds go back to the original payment method used for the purchase. We cannot refund to a different account or method. Once we issue the refund, how long it takes to appear depends on your payment provider and bank — typically 5 to 10 business days.

Refunded credits are removed from your balance at the point the refund is issued.

There is no recurring commitment to cancel — you buy credits when you need capacity. You can stop buying credits at any time, and any credits already in your balance remain usable.

If you close your Allotix account entirely, tell us before you do. Credits that are unused at closure are refundable if the purchase falls within the 30-day guarantee; otherwise they lapse with the account, so it is worth using them or delaying closure. Export your data before closing — see our Data Processing & Security page for what happens to data after termination.

If something has gone wrong, contact us first. We would rather refund you directly and quickly than have you go through your bank. Raising a chargeback without contacting us may lead to the account being suspended while the dispute is resolved.

Anything unclear about pricing, credits, or a refund you are considering: [email protected]. This policy forms part of our Terms & Conditions.