Refund & Cancellation Policy

1. What you are buying

alexich.ai is sold as prepaid credits rather than a recurring subscription. When you top up, credits are added to your organization wallet and consumed as your agent team performs work. Because purchases are one-time top-ups, there is nothing to "cancel" on a recurring basis — you are only charged when you choose to add credits.

2. Merchant of record

Payments are processed by Paddle.com Market Limited and its affiliates ("Paddle"), which acts as the merchant of record for your purchase. Refunds are issued through Paddle to your original payment method. Approved refunds are typically returned within 5–10 business days, though the exact timing depends on your bank or card issuer.

3. 14-day refund window for unused credits

You may request a full refund of a credit purchase within 14 days of the transaction, provided the credits from that purchase are unused. If some of the purchased credits have been consumed, we may issue a pro-rated refund for the unused portion at our discretion.

This 14-day window is in addition to any statutory cancellation or "cooling-off" rights you may have as a consumer under the law of your country of residence.

4. Consumed credits and AI usage

Credits that have already been consumed to run agents — including AI model tokens and platform infrastructure — are generally non-refundable, because the underlying compute and third-party model costs have already been incurred on your behalf. This includes usage that produced Output you found unsatisfactory; as noted in our Terms, AI Output may be imperfect and you are responsible for reviewing it.

Where you bring your own AI-provider API key, model charges are billed to you directly by that provider and are not part of any refund we can issue; only your alexich.ai credits are within our control.

5. When we will refund beyond the window

We will consider refunds outside the 14-day window in cases such as:

• Duplicate or accidental charges.
• A sustained platform fault on our side that prevented you from using credits you purchased.
• Unauthorized transactions, once verified.
• Where a refund is required by applicable law.

6. Non-refundable situations

• Credits consumed by completed agent runs.
• Requests made after the refund window where no qualifying reason above applies.
• Accounts terminated for violation of our Terms of Service or Acceptable Use Policy.
• Chargebacks filed without first contacting us to resolve the issue.

7. Credit expiry

Prepaid credits do not expire while your account remains active. If your account is closed, any remaining balance may be forfeited unless a refund is requested and approved under this policy or required by law.

8. How to request a refund

Email billing@alexich.ai with the email address on your account, the approximate date of purchase, and the order or receipt reference from your Paddle confirmation. We aim to respond within two business days. You may also request a refund directly through the Paddle receipt you received at checkout.

9. Taxes

Where a refund is issued, any taxes collected at checkout (such as VAT, GST, or sales tax) are refunded together with the eligible amount in accordance with applicable tax rules.

10. Contact

Questions about this policy can be sent to billing@alexich.ai.