Refund and Cancellation Policy
Effective Date: 22 April 2026
Last Reviewed: 22 April 2026
Jurisdiction: European Union (EU) | United Kingdom (UK) | India | California, USA (CCPA)
Jurisdiction Notice
This policy is drafted in compliance with:
- EU Consumer Rights Directive 2011/83/EU: 14-day withdrawal right for distance contracts
- UK Consumer Rights Act 2015: Statutory rights for goods and digital content
- India: Consumer Protection (E-Commerce) Rules, 2020, and Consumer Protection Act, 2019
- California: California Consumer Privacy Act (CCPA) — cancellation rights for subscriptions
This policy applies in addition to your mandatory statutory rights. Nothing in this policy limits your statutory rights under applicable consumer protection law.
TL;DR
- Marketplace (one-time products): 14-day refund window for digital products, subject to non-use confirmation. No refund after 14 days or if the product has been accessed.
- Maintenance SaaS (subscriptions): Cancel anytime before renewal. No refunds for the current period. Pro-rated refunds not available.
- AI Consulting: Consulting engagements may be cancelled with partial refund based on work completed, minus a 15% cancellation fee. No refund after the engagement is 80%+ complete.
- Process: Email [email protected] with your order reference and reason. Refunds processed within 10 business days to original payment method.
1. Scope and Application
This policy governs refund requests and service cancellations across all three AIQorex revenue streams:
- Marketplace Products — One-time purchases of pre-built AI workflows, agents, and automation packages
- Maintenance SaaS — Recurring subscription plans (Starter, Professional, Enterprise, Custom)
- AI Consulting — Custom AI agent development and strategy engagements
This policy does not affect your statutory rights as a consumer under applicable law.
2. Marketplace Products (One-Time Purchases)
2.1 Eligibility for Refund
You are eligible for a full refund of a Marketplace purchase if:
| Condition | Description |
|---|---|
| 14-Day Window | You request a refund within 14 calendar days of the original purchase date |
| Non-Use Confirmation | You confirm in writing that you have not downloaded, accessed, or used the product |
| Technical Failure | The product fails to function as described and AIQorex cannot resolve the issue within 30 days |
| Duplicate Charge | A duplicate charge was applied to your payment method in error |
2.2 Non-Eligibility
A refund will not be provided if:
- 14 calendar days have passed since the purchase date
- You have downloaded, accessed, or used the product in any way
- The refund request is based on a change of mind after the 14-day window
- The product was provided at a promotional or discounted rate
- The product is a custom development created specifically for you
- You are unable to use the product due to your own technical environment (incompatible OS, hardware, or software), unless the product description was misleading about requirements
2.3 Process for Marketplace Refunds
-
Send an email to [email protected] with:
- Subject line: "Refund Request — [Order Reference]"
- Your name and email address associated with the purchase
- The order reference number (from your payment processor receipt or confirmation email — Dodo Payments, Stripe, or Payoneer)
- Reason for the refund request
- Confirmation that the product has not been downloaded or used
-
AIQorex will acknowledge your request within 2 business days.
-
If eligible, AIQorex will process the refund within 10 business days of confirmation.
-
Refunds will be credited to the original payment method used for the purchase. Refunds are processed by the same payment processor used for the original transaction:
- Dodo Payments: Dodo processes refunds on AIQorex's behalf as Merchant of Record
- Stripe: AIQorex processes Stripe refunds directly through Stripe's dashboard
- Payoneer: Payoneer processes consulting refunds for Payoneer-initiated transactions
Processing time for the refund to appear on your statement may vary depending on your bank (typically 5–15 business days after the refund is initiated).
2.4 Technical Support Before Refund
Before processing a refund for a non-functioning product, AIQorex will first attempt to resolve the technical issue:
- Provide troubleshooting guidance
- Issue an updated or corrected version of the product
- Schedule a remote support session to assist with installation (if installation support was not purchased separately)
If the issue cannot be resolved within 30 days, a full refund will be issued.
3. Maintenance SaaS (Subscription Cancellation)
3.1 Cancellation Eligibility
All Maintenance SaaS plans (Starter, Professional, Enterprise) can be cancelled at any time. Cancellation takes effect at the end of the current billing period. You will retain access to your subscription benefits until that date.
Custom plans may have different terms as specified in the individual service agreement.
3.2 No Refund for Current Period
Subscription fees are billed in advance. When you cancel:
- The cancellation takes effect at the end of the current paid period
- No refund or credit is provided for the remaining days in the current billing period
- You will not be charged for the next billing cycle
- Your subscription benefits continue until the end of the current billing period
This policy applies to all subscription tiers. Pro-rated refunds for partial months are not available.
3.3 Process for Subscription Cancellation
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Log in to your AIQorex account and navigate to Account Settings > Subscriptions
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Select the subscription plan you wish to cancel
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Click Cancel Subscription and follow the prompts to confirm
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OR email [email protected] with:
- Subject line: "Subscription Cancellation — [Your Email]"
- Your account email address
- Name of the subscription plan to cancel
-
AIQorex will send a confirmation email within 2 business days with the exact date your cancellation takes effect.
3.4 Auto-Renewal
Subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date. You will receive a reminder email 7 days before renewal to allow time to cancel if desired.
To avoid renewal, ensure your cancellation is processed at least 7 days before the renewal date.
3.5 Reactivation
If you cancel a subscription and later wish to reactivate it, you may do so at any time. The new billing cycle will start from the reactivation date at the then-current subscription pricing.
4. AI Consulting Engagements
4.1 Project-Based Engagements (Fixed Fee)
| Stage of Engagement | Refund Policy |
|---|---|
| Before work has commenced | Full refund minus a 5% administrative fee |
| Work commenced but less than 50% complete | 50% refund of the total project fee |
| Work 50%–80% complete | 25% refund of the total project fee |
| Work more than 80% complete | No refund — engagement considered complete |
| Client fails to provide required information for 30+ days after notice | No refund — engagement may be terminated |
4.2 Monthly Retainer Engagements
- Monthly retainers are billed in advance on the first day of each calendar month.
- To cancel a monthly retainer, you must provide at least 14 days' written notice before the start of the next billing month.
- If notice is given with fewer than 14 days before the next billing date, the next month's retainer is non-refundable.
- Retainers already billed for the current month are non-refundable.
4.3 Process for Consulting Cancellation
-
Send an email to [email protected] with:
- Subject line: "Consulting Cancellation — [Project/Retainer Name]"
- Your name and company
- The engagement name or reference number
- The reason for cancellation
- (For project-based) Confirmation of percentage of work delivered (if applicable)
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AIQorex will provide a refund calculation within 5 business days if applicable.
-
Refunds are processed to the original payment method within 10 business days of confirmation.
4.4 Work Product on Cancellation
If a consulting engagement is cancelled after work has commenced:
- You will receive all completed deliverables produced up to the cancellation date
- AIQorex retains ownership of partially completed deliverables until full payment is received
- All outstanding invoices remain due and payable
5. Chargeback Policy
If you initiate a chargeback with your bank or payment provider for a payment made to AIQorex:
- AIQorex reserves the right to suspend all services (account, subscriptions, access to products) immediately upon notice of the chargeback
- AIQorex or its payment processor (depending on which processor handled the original transaction) will respond to the chargeback with evidence of the transaction and delivery
- If the chargeback is resolved in AIQorex's favour, your account may remain suspended
- Chargeback misuse may result in permanent account termination
Chargeback process by processor:
- Dodo Payments: As Merchant of Record, Dodo manages the chargeback dispute directly with the card network on AIQorex's behalf
- Stripe: AIQorex manages Stripe chargebacks directly through Stripe's dispute resolution process
- Payoneer: Payoneer manages disputes for Payoneer transactions according to Payoneer's own dispute resolution process
Before initiating a chargeback, please contact AIQorex directly at [email protected]. Most payment disputes can be resolved amicably without a chargeback, which incurs fees for both parties.
6. Exceptional Circumstances
AIQorex recognises that exceptional circumstances may arise. In the following situations, AIQorex may grant a refund or credit outside the standard policy:
| Circumstance | Policy |
|---|---|
| Proven technical failure (product does not work as described and cannot be fixed) | Full refund at any time within 30 days of purchase |
| Duplicate charge (same product charged twice) | Full refund of the duplicate charge immediately |
| Service non-delivery (subscription not activated within 48 hours of payment) | Full refund or immediate service activation |
| Severe financial hardship (case-by-case basis) | Partial refund or credit at AIQorex's discretion |
| Fraud or unauthorised transaction | Full refund immediately; account suspended for investigation |
To request consideration under exceptional circumstances, email [email protected] with your order reference and a description of the circumstances.
7. Refund Timelines
| Refund Type | Processing Time | Time to Appear on Statement |
|---|---|---|
| Marketplace (eligible) | Up to 10 business days | Additional 5–15 business days (bank dependent) |
| Subscription cancellation | N/A (no refund) | N/A |
| Consulting project (partial refund) | Up to 10 business days | Additional 5–15 business days (bank dependent) |
All refunds are issued in the original payment currency (EUR for EU/UK customers). Currency conversion for refunds in other currencies is at the bank's prevailing exchange rate on the day of processing.
8. Contact for Refund Requests
Email: [email protected]
Subject Line Format: "Refund Request — [Order Number]" or "Cancellation — [Service Name]"
Response Time: 2 business days
Refund Processing: 10 business days from approval
For fastest resolution, include:
- Order reference number (from your payment processor receipt or confirmation email — Dodo Payments, Stripe, or Payoneer)
- Email address associated with your account
- Reason for the request