Billing and Subscription Terms

About these terms

These terms apply to subscriptions, credit top-ups and extra users bought through the Origami platform. The supplier is Origami Platform Ltd (“Origami”, “we”, “us”), a company registered in England and Wales (company number 17314748), registered office Unit 16 Townsend Industrial Estate, 21 Waxlow Road, London NW10 7NU, VAT number GB 525 9267 67. You can contact us at support@origamiplatform.io. We sell to businesses only.

These terms form part of our Terms of Use. Where the two differ on billing, credits, cancellation or refunds, these terms apply. If you hold a negotiated agreement signed with us, that agreement applies instead to the extent it covers the same thing.

Each version of these terms has a version identifier and an effective date, shown above. When you accept the terms in the platform, we record who accepted them, when, and which version.

If you subscribed through AWS Marketplace, AWS bills you and much of this page does not apply; see Buying through AWS Marketplace.

Plans and subscriptions

A subscription is billed monthly or annually. Each plan includes an allotment of credits for each billing period, a set of features and a limit on the number of users. The price, credits, features and user limit are the ones shown to you before you pay, and we confirm them by email.

A monthly subscription is charged at the start of each month. An annual subscription is charged in full at the start of each year, and the whole year’s credits are added at the same time. Your subscription renews automatically at the end of each billing period until you cancel.

The user limit counts the people who have access to any of your organisation’s projects, added up across all of them. Being a member of your organisation without access to a project does not count. When you reach the limit, nobody new can be added until you are below it again, buy extra users or change plan. Nobody already working on a project is removed.

Some plans include an allowance of storage that we supply. Where a plan has one, it is shown with the plan. We do not charge for storage above the allowance unless we have agreed the charge with you first.

Credits

A credit is the unit of processing you buy. Each job uses credits at the rate for that kind of work.

When your balance reaches zero, you cannot start new jobs until you add credits, by topping up, upgrading or receiving your next allotment. Jobs already running are allowed to finish, so your balance can fall below zero; the shortfall is taken from the next credits added to your account.

We email you when your balance falls to 100, 50 and 10 credits. You can change these alerts and who receives them in your billing area.

When credits expire

Credits belong to a running subscription: they roll over for as long as it runs, and they expire 30 days after it ends. This includes credits bought as a top-up. If you restart the subscription within those 30 days, your credits are still there.

Top-ups and auto top-up

While your subscription is running you can buy more credits at any time. A top-up is priced at your plan’s current rate per credit, and the price is shown before you pay. Top-up credits roll over and expire with your subscription, as set out in When credits expire.

Auto top-up is optional and is paid by card only. You choose a balance threshold, a top-up amount and, if you want one, a monthly spending limit. When your balance falls below the threshold, we charge your saved card for the top-up, within your monthly limit. Accepting these terms when you switch auto top-up on covers each automatic charge that follows. We email you if an automatic charge is declined or your monthly limit is reached. You can switch auto top-up off at any time in your billing area.

Extra users

Where your plan offers them, you can add users above its limit at a price per user for each billing period, shown before you pay. Users bought part-way through a period are charged for the rest of that period and added straight away. After that they renew with your subscription, at your plan’s price per user.

You can reduce your extra users at any time. The reduction takes effect at your next renewal, and nothing is refunded for the current period except as set out in Refunds. If you reduce below the number of people who have access, nobody is removed, but nobody new can be added until you are below the limit.

Extra users are not available on every plan, including demo accounts and plans with no user limit.

Changing plan

Upgrades take effect immediately. We charge the difference in price for the rest of the current billing period, and add the difference in credits straight away.

Downgrades take effect at your next renewal. Nothing is refunded for the current period. A downgrade cannot be scheduled in the same billing period as an upgrade.

If you change to a larger plan part-way through a period, that varies your existing subscription rather than starting a new one, and your cooling-off window does not start again.

While a payment is overdue you can move to a smaller plan but not a larger one.

Paying, Direct Debit and VAT

You can pay by card or, with a UK bank account, by Bacs Direct Debit. Before you pay, we show you the price, the VAT and the total. We email you an invoice for every payment and a credit note for every refund.

A Direct Debit takes several working days to set up. If you choose Direct Debit, your first payment may be taken by card so you can start straight away, with later payments collected by Direct Debit once it is set up. If a renewal falls due before your Direct Debit is set up, we charge your saved card.

Direct Debit

If you pay by Direct Debit, the amount we collect can change when your subscription does, for example when you move plan part-way through a period. You are told the amount and the date by email at least 2 working days before each collection. The Direct Debit Guarantee applies to every collection we make.

Credits are released to your account when a payment is started, not when it settles, and a Direct Debit can fail after that. If a collection fails, we remove the credits it paid for, and if you have already used them you owe us their value. We tell you when this happens and what the amount is.

VAT

Prices are shown before VAT. We charge VAT according to where you are and the details you give us:

• Customers in the UK pay UK VAT.
• A business in the EU is not charged UK VAT (the reverse charge applies) once its VAT number has been verified. Until then, UK VAT applies.
• A business elsewhere outside the UK is generally not charged UK VAT. Where we can check its VAT or business number and the check fails, UK VAT applies.

You must keep your billing details, business status and VAT number accurate. A change applies from your next payment; payments already made are not recalculated.

If a payment fails

If a renewal payment fails, your service carries on while we try again. We make three attempts in total: the payment that failed and two retries. A card is retried 24 hours after each attempt; a Direct Debit is retried once the bank has reported the previous one as failed. We email you after each failed attempt with the amount, the reason and the date your service will stop, which is at least 7 days after the first failure.

If every attempt fails, your subscription lapses: you cannot start new jobs, and your credits are held for 30 days and then expire. Paying the overdue amount before then restores your subscription and your credits.

If the payment for an upgrade fails, the upgrade does not happen and you stay on your current plan. If the first payment for an annual subscription fails, it is not retried and nothing changes; you can try again from the plans page.

Price changes

We may change our prices. If we do, we will tell you at least 30 days before the change applies to you, and your current price holds until then. Continuing to use the subscription after that notice is how you accept the new price. If you would rather not, cancel before it takes effect and you keep the period you have paid for.

Cancelling and your cooling-off window

You can cancel your subscription at any time.

Your cooling-off window

• Monthly subscriptions: 14 days from the day your subscription starts. It does not start again at each monthly renewal.
• Annual subscriptions: 30 days from the start of each subscription year, including each renewal.

Your subscription starts when you first pay for it, including when a demo account becomes a paid subscription, or when you restart a subscription that had ended. We sell to businesses only, and by subscribing you confirm you are buying for a business. We give every subscriber this window as a matter of contract.

Cancelling inside the window ends the subscription immediately and refunds the credits you have not used, as set out in Refunds.

After the window

Cancelling stops the subscription renewing. You keep the period you have already paid for and the credits in it, your jobs run as normal, and the subscription ends when that period does. Nothing is refunded and nothing further is collected. Until the period ends, you can turn renewal back on.

Asking for your credits straight away

Before any payment that adds credits straight away, we ask you to request that they are supplied immediately rather than after the cooling-off window. If you cancel inside your cooling-off window after asking for your credits to be supplied straight away, you pay for what you have used and we refund the rest, valuing unused credits at what you paid for them. Credits you have already used are not refundable, because the processing they paid for has been done.

How to cancel

Use Cancel subscription on the payments page of your billing area. You will see what you are refunded before you confirm, and we email you a confirmation either way.

You may also cancel by any clear statement to us, including by completing the cancellation form below and sending it to support@origamiplatform.io or to Origami Platform Ltd, Unit 16 Townsend Industrial Estate, 21 Waxlow Road, London NW10 7NU. You do not have to use the form. A cancellation takes effect from the day you send it.

Refunds

If you cancel inside your cooling-off window, we refund, together with the VAT you paid on them:

• the unused credits from your current billing period’s allotment, valued at your plan’s price per credit;
• the unused credits from top-ups bought in the current billing period, valued at what you paid for them; and
• for extra users bought for the current period, the same share of their price as the share of the allotment you have not used.

The refund never exceeds what you paid in the current billing period.

We do not refund:

• credits you have already used;
• credits rolled over from earlier billing periods, or from top-ups bought in earlier periods;
• credits we gave you without charge, or supplied under a separate agreement; or
• a top-up whose payment you have disputed with your card issuer or bank, while the dispute is open or after the money has been returned to you.

Outside the cooling-off window, cancelling does not lead to a refund, except a refund under Warranties in our Terms of Use. If you think we have charged you in error, contact us at support@origamiplatform.io. If we have, we will put it right.

How refunds are paid

We make a cooling-off refund without undue delay, and no later than 14 days after the day you tell us you are cancelling.

Refunds go back to the card or bank account the payment came from. A card refund usually takes 5 to 10 working days to reach you, depending on your card issuer. A refund made shortly after the charge may show as the original charge disappearing from your statement rather than as a separate credit. A Direct Debit refund starts once the original collection has completed, and then takes 3 to 4 working days to process.

Disputed payments

If you dispute a payment with your card issuer or bank, we remove the credits that payment bought while the dispute is open, and we take no further payments from you until it is resolved. If your balance falls below zero as a result, you cannot start new jobs. If the dispute is resolved in our favour, we restore the credits.

Demo accounts

A demo account receives free credits for a set period and is limited to 10 users. We set the period and may extend it. It does not renew: when the period ends, you cannot start new jobs until you subscribe. A demo account cannot buy top-ups. Credits you have left when you subscribe stay in your account, and your paid subscription and its cooling-off window start when you first pay.

A demo account is Evaluation Access under our Terms of Use, and our Evaluation Terms apply to it.

Buying through AWS Marketplace

If you subscribed through AWS Marketplace, AWS collects payment and invoices you, and billing, cancellation and refunds for that subscription are handled by AWS under the AWS Marketplace terms, not by us. Those terms govern payment, invoicing, cancellation and refunds only. Our Terms of Use, including the rules on protecting the platform, apply to your use of the platform however you buy it, and you accept them when you first sign in. The sections of this page on top-ups, extra users, changing plan, paying, failed payments, price changes, cancelling, refunds and disputed payments do not apply to an AWS Marketplace subscription.

What Origami supplies, and how your credits work, is as set out above, with two differences:

• Unused credits expire 30 days after your AWS Marketplace agreement ends, and are restored if the same AWS account subscribes again within that time.
• Work beyond your included credits is added to your AWS bill automatically, at your plan’s rate, rather than stopping new jobs.

Changes to these terms

We may update these terms. Each version is published here with its version identifier and effective date. If a change affects a subscription you already hold, we will tell you at least 30 days before it applies to you, and you can cancel before then and keep the period you have paid for. Price changes follow Price changes above.

Liability and governing law are covered in our Terms of Use.

Cancellation form

(You can use this form to cancel inside your cooling-off window. Cancelling in your billing area or by email works just as well.)