At Appwrite, we strive to provide exceptional backend services that meet your development needs. This policy outlines our approach to refunds for Appwrite services and ensures a fair and consistent process for all customers.
General policy
Appwrite services are non-refundable by default. All purchases, including self-hosted support plans, Appwrite Cloud subscriptions, and professional services (e.g., onboarding, solution engineering, consulting) are considered final transactions.
However, we recognize that exceptional circumstances may arise. In rare and specific situations where service performance, billing, or delivery significantly deviates from expectations, refunds may be considered upon thorough review and approval.
Eligible scenarios
Refunds may be considered in the following circumstances:
Service delivery failure
Critical and unresolved service outages affecting paid plans, or confirmed infrastructure issues that significantly impact service availability and performance.
Billing errors
Customers who are incorrectly charged due to:
Duplicate payments
Plan mismatches
Proven invoicing errors
Unauthorized transactions
Payments made without proper authorization or the account owner's permission, reported within 30 days of the transaction.
First-time customer dissatisfaction
First-time cloud users may request a refund within the first 14 days of their subscription, provided they can demonstrate that the platform did not meet critical expectations and no significant usage occurred (subject to technical review at Appwrite's sole discretion).
Ineligible scenarios
The following scenarios do not qualify for refunds:
Change in business needs or direction: Decisions to pivot, discontinue use, or change platforms
Incorrect setup or inactivity: Customer misconfiguration, failure to complete onboarding, or lack of usage
Expired refund window: Requests submitted more than 30 days after the transaction date
Third-party limitations: Issues caused by third-party tools, plugins, or unsupported integrations
Terms of service violations: Any usage found to be in breach of Appwrite's Terms or Fair use policy
Request process
To request a refund, please follow these steps:
Submit a ticket via the Appwrite Console
Provide detailed information about the issue, including relevant evidence and documentation
Allow for review time - we aim to respond within 5 business days, with final resolution within 10 business days
Alternative solutions
Whenever possible, we will first consider non-monetary solutions such as:
Service credits
Extended trial periods
Plan adjustments
Modifications
We reserve the right to modify this policy at any time. Changes become effective upon posting to our website. Your continued use of our services after changes indicates your acceptance of the updated policy.
Contact us
For questions or concerns about this policy, please contact us at our contact page.