Política de reembolso

1. Scope

This Refund Policy applies to SaaS subscriptions and may also apply to add-ons, onboarding fees, setup work, or custom services where those items are offered.

If a signed order form, enterprise agreement, or custom statement of work includes different refund terms, that signed agreement controls for the relevant purchase.

2. General refund rule

Subscription fees are generally non-refundable once charged, except where required by law, where a billing error or duplicate charge is confirmed, or where we expressly agree otherwise in writing.

Partial refunds are not usually provided for unused time within an active billing period unless required by law or specifically approved as an exception.

3. Trial behavior

If a plan includes a trial, the trial duration and conversion behavior will be shown at checkout or on the pricing page.

If you cancel before the trial ends, you will not be charged for the first paid period unless the checkout flow expressly states otherwise. Charges generated after a clearly disclosed trial conversion are generally not refundable unless another part of this policy applies.

4. Subscription renewals

Subscriptions renew automatically at the selected billing interval unless canceled before renewal.

Renewal charges are generally non-refundable once processed, except where required by law or where we confirm a billing error, duplicate charge, or qualifying exceptional circumstance.

5. Duplicate charges and billing errors

If you believe you were charged in error, charged twice, or charged for the wrong plan, contact billing@ai.support promptly.

We will review the billing records, subscription state, and payment-processor data and, if we confirm the error, issue an appropriate correction or refund.

6. Upgrades and downgrades

Plan changes may affect billing immediately or at the next renewal, depending on the pricing flow and the type of change.

If proration applies, it will be reflected in the applicable billing flow. If proration does not apply, the change will normally take effect at the next renewal date.

7. Chargebacks and disputes

If you believe a charge is incorrect or unrecognized, please contact billing@ai.support before opening a payment dispute whenever possible.

Abusive or bad-faith chargebacks may result in account review, temporary suspension, or termination where justified, but we will review each case fairly and proportionately.

8. Exceptional refund situations

We may consider a refund or credit in exceptional situations such as a confirmed duplicate payment, a proven technical failure that materially prevented access for a substantial period, a mistaken billing event, or an unauthorized transaction subject to review.

Statutory rights and mandatory local laws may override this section where applicable.

9. Non-refundable items

Unless required by law or agreed otherwise in writing, implementation fees, custom work, consumed usage, third-party pass-through costs, or enterprise service blocks are generally non-refundable once delivered or incurred.

10. Refund request process

To request a refund review, contact billing@ai.support with the account email, invoice or charge reference, a summary of the issue, and any relevant supporting details.

We aim to respond within a reasonable time, but actual review time may vary depending on complexity and the information available.

11. Payment processor timing

If we approve a refund, the refund will be initiated through the relevant payment processor. The time it takes for the refund to appear on your bank or card statement depends on the processor, card network, and financial institution.

We do not guarantee exact posting times once the refund has been initiated.

12. Policy updates

We may update this Refund Policy from time to time. The effective date at the top of the page indicates when the current version took effect.