Policy
Refunds
During the BETA period, all marketplace items are free, so there's nothing to refund. The policy below kicks in once paid items activate post-BETA.
Inference
We don't charge for inference, so there's nothing to refund there. When you bring your own provider key, your billing relationship is with that provider — refunds for upstream usage go through them.
Marketplace purchases — 90-day, agent-mediated, automatic
Marketplace refunds work differently from anywhere else you've bought software. The mechanism is agent-mediated and architecturally constrained:
- Inside 90 days from purchase: ask your agent for a refund. The agent verifies the purchase is within the window, processes the refund through the marketplace, and automatically removes the purchased item from your Alpenglow account. You don't email support. You don't fill out a form. You ask your agent.
- Outside 90 days: the purchase is yours forever. No refund path exists after the window closes.
Why it works this way
Alpenglow is built so the company literally cannot reach into your account to remove a purchase you've installed. The substrate is yours; we have no remote-uninstall capability. That's a deliberate sovereignty commitment.
So the only way refunds can work is for you (via your agent) to initiate the removal locally. Your agent has the cryptographic standing to issue a refund ticket, signed by your account key, that the marketplace can verify. On verification, the marketplace issues the Stripe refund and the agent simultaneously removes the artifact from your installed-tools registry. The two steps are coupled — money refunded only when the artifact is gone, artifact removed only when the refund is confirmed.
This means refunds are fast, frictionless, and final. No human-ops dispute queue, no waiting for a support agent, no "we'll get back to you in 5–7 business days." Just ask your agent.
Marketplace subscriptions
If we offer subscription pricing post-BETA, your agent can cancel at any time. Cancellations take effect at the end of the current billing cycle; no prorated refunds for partial months. If a publisher pulls an item you're subscribed to mid-cycle, we'll prorate the remaining time.
Chargebacks
The 90-day agent-mediated refund window covers basically any legitimate refund case, so chargebacks shouldn't be necessary. If you initiate a chargeback against Alpenglow without first using the agent refund path, our payment processor may stop accepting future purchases from your account pending investigation. Your installed app, agents, memory, and existing marketplace items keep working — that's not the gate we control. The gate is at the purchase layer. (See how this works in the Terms.) Always start with your agent.
Last updated: 2026-05-06 · Activates with paid marketplace.