Refund & Cancellation Policy

This policy explains how cancellations and refunds work for Aexon subscriptions, the free trial, the prepaid message wallet, and one-time services. It forms part of our Terms of Service. Nothing in this policy limits rights you have under applicable consumer protection or other mandatory laws that cannot legally be excluded or restricted.

1. Subscriptions and cancellation

• All Aexon plans are billed in advance for the chosen billing cycle, which may be monthly or annual.
• You may cancel at any time from your account settings, where available, or by emailing business@aexon.app. Cancellation takes effect at the end of your current billing period. You will keep full access to the applicable Service until then, unless your account is suspended or terminated earlier in accordance with our Terms of Service, and you will not be charged for the next billing cycle.
• Subscription fees already paid are non-refundable once the applicable billing cycle has started, except where this policy or applicable law provides otherwise.
• Annual plans: If you cancel an annual plan during the paid term, the plan will continue until the end of the paid year and will not renew. For a customer's first annual purchase, Aexon may provide a refund within the first 30 days on a pro-rata basis, less one month at the applicable monthly rate.
• If we discontinue the Service or permanently remove a core feature of your paid plan without providing a reasonably comparable replacement, we will refund the unused pro-rata portion of applicable prepaid fees.
• We may suspend or cancel subscriptions, or decline future service, where an account is involved in fraud, chargeback abuse, payment abuse, unlawful activity, or a material breach of our Terms of Service or Acceptable Use & Anti-Spam Policy. Fees for periods or services already used remain payable.

2. Free trial

• Eligible new accounts may receive a 7-day free trial, as stated at signup. No charge is made during the trial unless the signup process clearly states that a payment method is required and clearly discloses the date on which the trial will convert to a paid plan.
• You may cancel at any time during the trial and you will not be billed. If the trial converts to a paid plan, the first billing cycle begins on the conversion date and Section 1 applies.

3. Upgrades, downgrades, and plan changes

• Upgrades take effect immediately, and we may charge the pro-rata difference for the remainder of the current billing cycle.
• Downgrades take effect from the next billing cycle. We do not issue partial refunds for downgrading during an active billing cycle.
• Unused seats, automation flows, feature allowances, or other plan entitlements are not refundable or transferable across billing cycles.

4. Message wallet and Meta charges

• WhatsApp conversation and per-template message charges may be set by Meta and billed through your prepaid message wallet at the applicable Meta rates in effect at the time of usage. These are usage charges and are separate from your Aexon subscription fees.
• Wallet top-ups are non-refundable once consumed. On account closure, we will refund the unused wallet balance to your original payment method after receiving and verifying a valid refund request. Approved refunds will generally be processed within 7 to 10 business days. Promotional, bonus, complimentary, or free wallet credits are not refundable.
• We are not responsible for, and cannot refund, charges arising from Meta's rate changes, template pricing, message category changes, or message category reclassification.
• Unused message allowances included in a plan, as distinct from prepaid wallet balances, expire at the end of each billing cycle and are not refundable.

5. One-time services (onboarding, setup, custom configuration)

Where you purchase one-time professional services, including onboarding, migration, custom flows, integrations, or other custom configuration, under a written scope or order:

• Work is delivered in stages or milestones agreed in the applicable scope or order.
• Fees for completed milestones are non-refundable, since time, resources, and services are consumed as work progresses.
• If an engagement is closed by mutual agreement, you retain deliverables completed and paid for to that point. Amounts paid for completed work are not refunded.
• Once you approve a setup, design, configuration, or other implementation and work begins, that stage is non-refundable, except where a refund is required by applicable law. Partial refunds are not available for work that is already in progress or midway through a milestone.
• Deposits for engagements that remain inactive for more than 30 days due to non-response from the client may be forfeited after written notice and a 14-day opportunity to resume the engagement, subject to applicable law and the terms of the applicable agreement.

6. How refunds are processed

• Raise refund or cancellation queries at business@aexon.app. We aim to acknowledge requests within 2 business days.
• Approved refunds are issued to the original payment method within 7 to 10 business days of approval. Banks, card issuers, payment processors, and other financial institutions may take additional time to post the credit.
• Promotional or limited-time offer purchases are non-cancellable and non-refundable once purchased, unless stated otherwise at the time of the offer or required by applicable law.

7. Your statutory rights

• India: Nothing in this policy limits your rights or remedies under applicable Indian consumer protection laws, including the Consumer Protection Act, 2019, where those rights apply.
• Australia: Where the Australian Consumer Law applies, our services come with consumer guarantees that cannot be excluded. Where applicable law provides a remedy for a major failure or other failure, those statutory rights will apply.
• UAE and other markets: Mandatory consumer protections and other applicable laws of your country or jurisdiction continue to apply where relevant.
• If applicable law requires a refund, cancellation right, replacement, repair, compensation, or other remedy that this policy does not provide, the applicable law prevails.

8. Contact

Email: business@aexon.app