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1. Scope
This policy applies to software subscription fees paid to Konnexion AI. It does not cover charges billed by third parties — WhatsApp/Meta messaging fees and AI model-provider usage — because, as a Meta Tech Provider with a bring-your-own-key model, those are billed to you directly by Meta and your model provider and are subject to their own refund terms.
2. Free trial
Where a free trial is offered, you can evaluate the platform without charge for the stated period. You will not be billed for the subscription unless you continue past the trial. Cancel before the trial ends to avoid being charged.
3. Eligibility for a refund
You may be eligible for a refund of subscription fees if:
- you cancel within the eligibility window stated at sign-up (for example, within 7 days of your first paid charge); or
- you were charged in error, or charged twice for the same period; or
- a documented, prolonged service failure attributable to us prevented you from using the platform.
Accounts found in breach of our Terms & Conditions or platform-partner policies are not eligible for a refund.
4. How to request a refund
Email hello@konnexion.ai from your account email with:
- your account / organisation name,
- the plan and the charge in question (date and amount),
- the reason for the request.
Requests are acknowledged and, where straightforward, actioned quickly.
5. Review & approval
We review each request against the eligibility criteria above, typically within 5–7 business days, and let you know the outcome and next steps. We may ask for additional detail to verify the charge or the issue.
6. Cancellation & subscription changes
You can cancel at any time from your account. Cancellation stops future renewals. Unless you are within an eligibility window in Section 3, the current billing period is generally non-refundable, and your access continues until the end of that period. Upgrades, downgrades and prorating (where offered) are described at the point of change.
7. How refunds are issued
Approved refunds are returned to the original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear after we process it.
8. Non-refundable items
- third-party charges — WhatsApp/Meta messaging fees and AI model-provider usage (billed to you directly);
- one-time setup, onboarding or professional-services fees, once the work has been delivered;
- subscription periods already elapsed, outside the eligibility window;
- charges on accounts terminated for breach of the Terms.
9. Dormant accounts
If an account is left unpaid or dormant, access may be suspended and data handled per our Privacy Policy's retention terms. Reactivation may require settling outstanding fees.