# Credit Terms How Sistava credits are earned, consumed, expire, and refund. Last updated: May 21, 2026 These Credit Terms explain how credits work on the Sistava platform. They are part of our Terms of Service and incorporated into them by reference. Where there is any conflict between these Credit Terms and the master Terms of Service, the master Terms of Service control. ## 1. What Credits Are Credits are the unit of measurement we use to meter your use of the Sistava platform. When an AI employee processes a chat message, runs a tool, executes a task, generates an image, processes voice, searches knowledge, runs an agent reasoning step, or performs any other billable action on the platform, that activity consumes credits according to the consumption rates published on our pricing page from time to time. Credits are not money, not currency, not legal tender, and not a stored-value account . They have no cash value, cannot be exchanged for cash (except where required by law), are not interest-bearing, and do not constitute property of any kind. Your credit balance is not a bank account, digital wallet, or payment instrument. ## Minimum balance required to start work Starting any AI employee operation, including a chat message, task assignment, scheduled run, tool-assisted workflow, or other execution request, may require a minimum available credit balance before the operation can begin. This minimum is a platform access threshold, not an estimate of the exact final cost of the work. If your remaining balance is below the required minimum, the Services may prevent you from chatting with an AI employee, assigning work, starting a workflow, or using other billable functionality, even if your account still shows a small positive credit balance. For example, if you buy 100 credits and later have 5 credits remaining, those 5 credits may be below the minimum required to start even a basic execution. In that case, your remaining credits are not forfeited, but you may need to upgrade, renew, or purchase additional credits before you can use the Services again. When your balance is above the minimum but a specific execution later requires more credits than expected, we may choose to complete, pause, or stop the execution according to our quota, credit-hold, and operational rules. We are not obligated to advance extra credits, absorb overages, or let any operation begin below the minimum balance threshold. Minimum thresholds, estimates, and quota rules may change at any time as the platform, models, tools, and cost structure change. ## Subscription credits Each paid subscription plan includes a monthly allowance of credits. Subscription credits are credited to your account at the start of each billing cycle and are valid only during that billing cycle. Unused subscription credits do not roll over and expire at the end of each billing cycle. If you cancel your subscription, the subscription credits issued for the current billing cycle remain available until the end of that cycle and then expire. ## Credit packs (one-time purchases) You may also purchase one-time credit packs through the platform to top up your account at any time. Purchased credit packs are credited to your account immediately upon successful payment. Credit packs are valid for twelve (12) months from the date of purchase , after which any unused balance from that pack expires. Different pack sizes may have different expiration windows; the expiration applicable to each purchase will be shown at checkout and is the binding term for that purchase. ## 3. Order of Consumption When an AI employee or platform action consumes credits, we deduct them from your balance in the following order, designed to protect the credits you have paid extra for: We may change the order of consumption at any time if needed to comply with promotional terms, tax rules, or operational requirements; if we do, the change will not retroactively affect credits already consumed. - First, from your subscription credits for the current billing cycle (since they expire at cycle end). - Second, from any free credits, promotional credits, or referral credits we have granted you (in order of earliest expiration first). - Last, from your purchased credit packs (since you paid for these directly and they have the longest validity). ## 4. Promotional & Free Credits From time to time we may grant you free credits as part of a promotion, referral program, signup bonus, beta program, customer goodwill, or any other reason. Promotional credits are gifts , are revocable at our discretion, may have additional restrictions or shorter expiration windows than purchased credit packs, and have no cash value under any circumstance. Promotional credits are not subject to sales tax, VAT, or any similar transaction-based tax. Where a promotion has its own specific terms (for example, a launch promotion or an affiliate-credit grant), those specific terms control over these Credit Terms with respect to that promotion. ## 5. No Refunds All credit purchases are final and non-refundable except where required by mandatory applicable law (such as the EU consumer 14-day withdrawal right where it has not been validly waived). Specifically: For full no-refund language, see Section 6 of the Terms of Service . - We do not refund unused credits when you cancel your subscription. - We do not refund unused credits when you downgrade to a smaller plan. - We do not refund unused credits when your subscription expires or is terminated. - We do not refund expired credit packs, even if you did not have the opportunity to use them. - We do not refund credits consumed by AI employees acting under your account, even if those actions did not produce the result you expected, even if the credits were consumed by a runaway agent or compromised credential, and even if the AI employee made a mistake. Section 7.A of the Terms of Service governs your responsibility for AI employee actions. - We do not refund credits consumed by automated activity through any of the Developer Surfaces described in Section 7.B of the Terms of Service, including activity through API, MCP servers, A2A endpoints, webhooks, SDKs, mobile or desktop apps, or any other channel. ## 6. Non-Transferable Credits are tied to your account and the workspace they were issued for. Credits are non-transferable — you may not sell them, lease them, gift them, trade them, transfer them between accounts, or assign them to a third party. Any attempt to sell, transfer, or trade credits is a violation of these Credit Terms and our Terms of Service and may result in revocation of the credits, suspension of your account, and termination of your access to the Services without refund. ## 7. Suspension & Termination If your account is suspended or terminated for any reason described in Section 18 (Term and Termination) of the Terms of Service, including emergency suspension under the Security Emergency clause, your credit balance may be frozen, forfeited, or revoked without refund. If your account is terminated for material breach of the Terms of Service or the Acceptable Use Policy, you forfeit all unused credits and you are not entitled to any refund or compensation, in accordance with Section 6 (Termination for Breach — No Refund) of the Terms of Service. ## 8. We May Change Credits, Rates & Pricing Sistava is an early-stage product. We reserve the right to change at any time, and without prior notice beyond what is required by law: (a) the prices of credit packs; (b) the number of credits included with any subscription plan; (c) the consumption rate of any AI employee action, model, tool, or feature (including making cheap things expensive and expensive things cheap as we optimize); (d) the rounding rules used to calculate consumption; (e) the expiration windows for credit packs; (f) the order of consumption; (g) the structure or naming of any credit type; and (h) any other aspect of how credits work. Changes apply to credits consumed after the change takes effect. Changes will never retroactively re-deduct credits you have already consumed under prior rules. Where a change to a consumption rate would materially increase the cost of using a feature, we will use commercially reasonable efforts to communicate the change in advance through the Services, by email, or on our pricing page. However, we are not obligated to provide individualized advance notice of every rate change, and your continued use of the Services after a rate change takes effect constitutes your acceptance of the updated rates. ## 9. Account & Workspace Scope Credits are associated with the specific Sistava account and workspace they were issued for. If you have multiple workspaces or organizations, credits in one workspace are not available in another unless we explicitly enable cross-workspace credit pooling for that account (which is currently not a general-availability feature). Credits issued under an enterprise Order Form may have additional or different rules set out in that Order Form, which control over these Credit Terms with respect to those credits. ## 10. Disputes You are responsible for monitoring your credit balance through the platform. If you believe credits were deducted incorrectly, please contact support@sista.ai within thirty (30) days of the disputed deduction. After thirty days, deductions are deemed accepted as accurate. We will investigate any timely dispute in good faith and, where we determine in our reasonable judgment that a deduction was incorrect, we will credit your account accordingly. Credit-balance disputes are not chargebacks; chargebacks for credit pack purchases are governed by Stripe's dispute process and Section 6 of the Terms of Service. ## 11. Changes to These Credit Terms We may update these Credit Terms at any time by publishing a revised version on this page and updating the "Last updated" date. The revised Credit Terms apply to credits consumed after the effective date. Continued use of the Services after the effective date constitutes acceptance. ## 12. Contact Questions about credits, billing, or this policy? Email support@sista.ai .