Akovex Refund and Cancellation Policy
1. Scope
This policy applies to subscriptions to the Akovex platform purchased directly from Akovex, Inc. via self-service checkout or invoice. Where you have signed a Master Service Agreement, the payment and termination terms of that agreement control.
2. Free trial and evaluation
If a free trial is offered, no payment is taken until the trial ends. We will email you at least 3 days before a trial converts to a paid subscription. Cancelling before the trial ends means you are charged nothing.
3. New subscriptions — 14-day money-back guarantee
If you are a new customer and you are not satisfied, request a refund within 14 days of your first payment and we will refund that payment in full. One first-purchase refund per organisation.
To request one, email [email protected] from the address on the account. We will process the refund within 10 business days to the original payment method.
4. Monthly subscriptions
4.1 Cancellation. Cancel at any time from your account settings or by written notice. Cancellation takes effect at the end of the current billing month. You keep access until then.
4.2 No pro-rata refund. Monthly fees already paid are not refunded for a partial month, except under section 3, section 6 or section 7. Monthly billing is short-cycle; you always control your exposure by cancelling before the next charge.
5. Annual subscriptions
5.1 Cancellation. Cancel at any time. Cancellation takes effect at the end of the annual term unless you request otherwise.
5.2 Pro-rata refund on early termination. If you cancel an annual subscription mid-term, you may request a pro-rata refund of the unused whole months remaining, less any discount you received for paying annually. We will state the calculation in writing before processing.
5.3 Renewal reminder. We will email the billing contact at least 30 days before each annual renewal, stating the renewal date and the amount. If a renewal charge is taken without that reminder having been sent, you may cancel within 30 days of the charge for a full refund of the renewal.
6. Refunds we give without argument
We will refund in full, promptly, in these situations:
(a) Duplicate or erroneous charge, including a charge after a valid cancellation. (b) A renewal charge where we failed to send the reminder required by 5.3. (c) A material failure of the service that we cannot remedy within a reasonable period after you report it, for the affected portion of the term. (d) A material adverse change we make to features you are paying for, mid-term, if you choose to terminate as a result. (e) Unauthorised charges resulting from a compromise of our billing systems.
7. Price increases
If we increase your price, we will give at least 30 days' notice before it takes effect at renewal. If you do not accept the increase, cancel before the renewal date and you will not be charged. If an increase is applied without that notice, you may cancel within 30 days and receive a full refund of the increased amount.
8. What we do not refund
- Fees for a term you have already used, outside sections 3, 6 and 7.
- Fees where we terminated your account for a material breach of the Terms of Service, in particular a breach of the acceptable use rules.
- Third-party charges you incur through integrations you connect (for example your own AI provider, telephony or payment processing accounts).
- One-time implementation, migration, training or custom development fees, once the work has been performed.
- Overage or usage-based charges for usage already consumed.
9. Data on cancellation
Cancellation is not deletion. Your data is handled as described in the Terms of Service, section 15, and the Privacy Policy, section 9. Export your data before your access ends. Note the export limitation recorded in the Terms: a complete extract is currently produced manually by our team on request, so allow time and ask before your term ends.
10. Chargebacks
If you believe a charge is wrong, contact us first. We will resolve legitimate billing errors quickly and without argument. Initiating a chargeback without contacting us may result in suspension of the account pending resolution, and we may recover the resulting fees where the charge was valid.
11. How to request a refund
Email [email protected] from the address on the account, with the account name, the charge date and amount, and the reason. We will acknowledge within 2 business days and process approved refunds within 10 business days to the original payment method. Timing to appear on your statement depends on your bank.
12. Your statutory rights
Nothing in this policy limits any non-waivable right you have under applicable law, including state consumer protection and automatic-renewal laws. Where a mandatory legal requirement conflicts with this policy, the law controls.
13. Contact
Akovex, Inc., a Delaware corporation