DatronomePolicies
These are the policies we operate by. They are written plainly on purpose: support is by email only, and refunds are available within 7 days of first use of a paid plan.
Last updated 2026-10-31. Plain English on purpose. These are the policies the product and the site follow.
Support
- Email only. Support is handled by email at the address on your invoice. We do not offer phone support, and we do not schedule support calls.
- One business day. We answer within one business day, usually sooner.
- What support covers: installing and updating Datronome, using any shipped feature, connection and configuration help, bugs. It does not cover writing your pipelines for you, your database administration, or your own scripts.
- Why email only: one written thread keeps the history, gets the exact error text, and lets a one-person vendor answer everyone the same day instead of a few people slowly.
Refunds
- Seven days. You can request a full refund within 7 days of first use of a paid plan. First use means the first time your installation checks in with a paid licence key.
- After 7 days of use we do not issue refunds. You can cancel at any time and keep access until the end of the period you already paid for; nothing renews after that.
- Charged but never installed: if your key was never used, we refund it as a courtesy, whenever you ask.
- Annual plans and invoices: the same 7-day window applies from first use.
- The free Starter plan exists so you can evaluate Datronome for as long as you like before paying.
Cancellation
Cancel from Settings → Plan → Manage billing, or by email. Cancellation stops the next renewal; your licence key stays valid to the end of the paid period plus 7 days. After that the paid features stop: Datronome goes back to the free Starter plan, pipelines beyond Starter's 5 are paused (never deleted), and on a team server only the owner can sign in. Renewing turns everything back on.
Licence
A licence key is issued to one organization. It may be used on the installations that organization operates, up to any seat count printed on the key. Keys must not be shared outside the organization or published.
Your data
Datronome runs on your machines. We never receive your pipeline data, your files, or your database contents. Our servers see only: your billing details (held by Stripe), your licence key's identifier and Datronome version when a paid installation checks in daily, and whatever you write to us in an email. If you switch on a cloud assistant (Hugging Face or Anthropic), Datronome sends that provider your question with the pipeline code, column names and run logs it needs; with Hugging Face, it may pass the request to one of its partner providers to run the model; a local model keeps that on your network.