1. Trials and testing access
ROOK trial and testing access is provided without charge. It does not automatically convert into a paid subscription, create an invoice, or enroll an organization in automatic renewal.
2. First paid term acceptance period
An organization purchasing its first paid ROOK subscription may request cancellation within 30 calendar days after its Paid Service Start Date and receive a full refund of subscription fees paid for that first term.
The Paid Service Start Date is the first paid term start recorded in the applicable order, invoice, or ROOK license record. A request submitted during this period does not immediately disable ROOK; Canis Viae verifies the request, coordinates the service end, and confirms the approved refund.
3. Cancellation after the acceptance period
After the acceptance period, prepaid annual subscription fees are normally nonrefundable. An organization may provide notice of nonrenewal at any time. Unless a written agreement says otherwise, the organization keeps access through its current paid term and the cancellation prevents a future renewal.
ROOK organization licenses do not renew automatically unless an executed agreement and the license record expressly provide otherwise.
4. Refunds outside the acceptance period
Canis Viae will review requests involving:
- duplicate, erroneous, or unauthorized charges;
- termination by Canis Viae without customer fault;
- a material service failure by Canis Viae that remains uncured after written notice and a reasonable cure period; or
- an expressly approved government non-appropriation or funding-out provision supported by the required documentation.
When approved, the refund may be full or prorated according to the applicable order, contract, affected service period, and law.
5. Exclusions
Except where law or a written agreement requires otherwise, refunds are not provided for customer convenience after the acceptance period, unsupported customer equipment or networks, third-party failures outside Canis Viae's reasonable control, or suspension arising from misuse, unauthorized access, or a material agreement violation.
6. How to submit a request
An organization owner may submit a request from the ROOK License & account record. If portal access is unavailable, contact contact@canisviae.com. Do not include payment-card numbers, passwords, PINs, or operationally sensitive information.
Submission records the request for review; it is not an automatic approval, refund, service termination, or admission of fault. We may request information reasonably necessary to verify the account, payment, authority, and stated basis.
7. Refund method and timing
Approved refunds are returned to the original payment method when possible. Purchase-order and invoice payments may be handled through a credit memorandum or another agreed payment method. Canis Viae normally initiates an approved refund within ten business days; banks, card networks, and government payment systems may require additional processing time.
8. Relationship to customer agreements
An executed order, software license agreement, statement of work, or government contract controls over conflicting language in this public policy. Mandatory legal and procurement rights remain unaffected. Review the Terms & Conditions for the broader service terms.