CANCELLATION POLICY Last updated: August 25, 2026 1. PURPOSE This Cancellation Policy explains how to stop a recurring DeCode subscription purchased through Creem, where the cancellation is completed, and what cancellation means for billing, paid access, Credits, refunds, and account data. Creem acts as Merchant of Record for eligible Creem Transactions and provides the Customer Portal used for self-service subscription management. DeCode provides a direct authenticated route to that portal from Settings. 2. RECURRING SUBSCRIPTIONS Unless the Pricing page and Creem Checkout clearly state otherwise before purchase, a paid DeCode subscription renews automatically at the frequency and price shown at checkout until it is cancelled. The controlling price, currency, billing frequency, renewal information, and applicable indirect taxes are displayed through DeCode's pricing information and Creem's Checkout Solution or Customer Services. 3. EXACT DECODE CANCELLATION PATH The direct self-service path is: Settings → Billing → Cancel Subscription → Are you sure? → Cancel at period end DeCode authenticates the signed-in Account, derives the Creem subscription from DeCode's server-side billing profile, verifies that the subscription belongs to that Account's Creem customer, and asks Creem to schedule cancellation at the end of the current billing period. The browser does not supply a Creem customer or subscription identifier. DeCode does not treat the button click alone as final: the Billing page reflects the subscription state confirmed by Creem and its verified webhooks. If cancellation is scheduled, Settings → Billing shows the confirmed end date and a three-dot subscription-actions menu. The customer may choose “Continue subscription” before that date; DeCode then asks Creem to resume the same owned subscription and waits for Creem's state. 4. CREEM CUSTOMER PORTAL Creem sends a Customer Portal link after a successful payment and also supports generating a portal link programmatically. DeCode uses the programmatic portal-link mechanism so a signed-in customer can manage payment methods, invoices, personal information, and other available Creem customer services. The portal remains available from Billing, but it is not DeCode's primary cancellation button. The portal may allow the Buyer to manage subscriptions, payment methods, personal information, invoices, and support. Portal authentication, available actions, and final confirmations are controlled by Creem. Creem's current Customer Portal documentation is available at: https://docs.creem.io/features/customer-portal Creem's current Buyer Terms are available at: https://www.creem.io/buyer-terms 5. CANCELLATION TIMING AND ACCESS DeCode's direct cancellation control explicitly requests Creem's scheduled-cancellation mode with the cancellation action applied at period end. When Creem confirms a scheduled cancellation, paid access and included subscription Credits continue until the current-period end date confirmed by Creem. No further renewal should occur after the confirmed end date unless the customer resumes the subscription first. When DeCode later receives and verifies a Creem cancelled or expired state that ends the paid entitlement, DeCode returns the Account to the applicable Free plan, stops future included subscription Credits, and may remove unused subscription-included Credits. A refund, account deletion, or immediate safety enforcement remains a separate action. 6. CONFIRMATION AND FUTURE BILLING Opening the confirmation dialog does not itself cancel the subscription. The Buyer must choose “Cancel at period end.” After Creem accepts the request and its verified state reaches DeCode, Billing displays “Cancels at period end” and the confirmed end date. If Billing does not show the scheduled-cancellation state, the Buyer should retry the direct action or review the subscription in the Creem Customer Portal and contact DeCode support. Keep any Creem or DeCode cancellation confirmation. 7. NO “48 HOURS BEFORE RENEWAL” REQUIREMENT DeCode does not require a self-service cancellation to be submitted 48 hours before renewal. The direct Billing control is the primary cancellation method, and the Buyer should complete it and confirm the scheduled status before the next renewal occurs. Support is a fallback, not the normal cancellation mechanism. Creem's current account-review guidance expects merchants to respond to customer requests within three business days, but that support target is not a promise that a renewal can be stopped after it has already been processed. A support message alone is not confirmation of cancellation. 8. CANCELLATION AND REFUNDS ARE SEPARATE Cancellation stops the subscription according to the state confirmed by Creem but does not automatically refund a current or previous Transaction. A refund request does not automatically cancel future billing unless Creem confirms that the subscription has also been cancelled or otherwise terminated. Refund eligibility and processing are governed separately by the DeCode Refund Policy, Creem's applicable terms and procedures, mandatory consumer rights, and applicable law. A Buyer seeking both outcomes should verify both the cancellation status and the refund status. 9. ACCOUNT DELETION IS NOT CANCELLATION Deleting a DeCode Account does not automatically cancel a Creem subscription. DeCode's current account-deletion backend deletes DeCode data but does not call Creem's cancellation API or complete the Creem Customer Portal cancellation flow. Before deleting the DeCode Account, the customer should cancel the subscription through Settings → Billing and verify Creem's confirmation. Uninstalling an app, clearing browser data, disconnecting a login provider, removing a local payment method, or simply stopping use of DeCode does not cancel the subscription. Closing or deleting a Creem Customer Portal account is also not a substitute for cancelling the subscription. Creem's Buyer Terms state that closing the portal account does not remove obligations related to subscriptions or other recurring fees. 10. IMMEDIATE ACCOUNT ENFORCEMENT IS DIFFERENT Subscription cancellation is a customer billing action. Immediate account restriction or revocation is a separate enforcement or security action. DeCode or Creem may restrict or end access where reasonably necessary because of confirmed fraud, a chargeback, a serious policy violation, illegal activity, a security risk, payment-provider or card-scheme requirements, legal obligations, or an administrative correction. Enforcement does not automatically cancel future billing or create a refund unless Creem confirms the corresponding subscription or Transaction action. 11. CREDITS AFTER CANCELLATION Included subscription Credits have no cash value, cannot be transferred, and remain subject to their normal limits while the paid entitlement is active. When Creem confirms that the paid entitlement has ended, unused included Credits may be removed. One-time Credits added through a valid redeem code are held in a separate purchased-Credit balance. They do not renew with a subscription and ordinarily remain after cancellation until used or the Account is deleted. They may be corrected or removed for confirmed abuse, duplication, administrative error, or where the grant was expressly tied to a reversed Transaction. 12. DATA AFTER CANCELLATION Cancellation does not automatically delete the DeCode Account, conversations, generated images, files, preferences, support records, or usage records. Account deletion is a separate process governed by the Privacy Policy. Creem separately retains or deletes information under its own Privacy Notice and legal obligations. 13. FAILED PAYMENTS If a renewal payment fails, Creem may apply its payment-recovery and subscription procedures. DeCode may display a payment notice or adjust access based on the verified Creem subscription state. If Creem confirms that the subscription is cancelled, expired, unpaid, or otherwise no longer entitled to paid access, DeCode may return the Account to an applicable Free plan. 14. PRICE CHANGES If a subscription price changes, DeCode or Creem will provide any notice required by applicable law or the applicable terms. Where required, a Buyer may cancel before the new price takes effect by completing the direct Settings → Billing cancellation flow. 15. SUPPORT FALLBACK AND CONTACT If DeCode's direct cancellation request is unavailable, use the Customer Portal link supplied in the Creem purchase email or generated from Billing, or contact DeCode support. Support may help locate the correct Creem Transaction or escalate a billing problem, but support is not the only cancellation path and a request is not complete until Creem confirms the subscription status. DeCode support: hello@decodeai.net Website: https://decodeai.net Creem Customer Services questions may also be submitted through the Customer Portal or Creem's contact options. Do not send complete card numbers, CVC or CVV codes, passwords, recovery codes, or other payment credentials to DeCode support.