Refund policy

1. The 14-day trial: nothing to refund

Your first 14 days cost nothing. We take your card at the start so the service does not stop the day the trial ends, but no money is taken during the trial.

Cancel before day 15, from your account page, and you are never charged. There is nothing to claim back because nothing was taken.

2. The 30-day money-back guarantee

If you are not happy in your first 30 days as a paying customer, tell us and we will refund that payment in full.

• The 30 days run from your first successful payment — day 15 of your time with us, not day 1.
• It applies to monthly and yearly plans alike.
• You do not have to justify it. We will ask what went wrong, because that is how the product gets better, and the refund does not depend on your answer.
• One guarantee per customer. It does not reset each time somebody resubscribes.

3. How to ask

Email support@aeronex.ai from the address on your account, and say you would like a refund. That is the whole process.

We reply within one working day and send the refund the same day we agree it. Stripe returns it to the card you paid with; your bank then takes 5 to 10 working days to show it, which is their timing and not ours.

Cancelling your subscription and asking for a refund are two different things. Cancelling stops future payments; a refund returns one already made. If you want both, say so and we will do both.

4. After the first 30 days

After that first month, the subscription simply runs until you cancel, and cancelling is one click.

When you cancel, the service keeps working to the end of the period you have already paid for. We do not switch anybody off mid-month, and we do not refund the remainder of a period you have used.

On a yearly plan, cancelling part-way through the year stops the next renewal and leaves the current year running to its end. We do not normally refund the unused months, which is the trade for the lower yearly price — but if something has genuinely gone wrong, write to us. Decide whether you want to offer pro-rata refunds on yearly plans and say so here.

5. What we always refund

Regardless of any of the above, and without being asked twice:

• a payment taken twice, or taken after you cancelled;
• a charge at the wrong amount;
• a renewal taken while the service was unusable through our fault;
• a subscription somebody started on your card without your knowledge.

If you think any of these has happened, tell us before raising a chargeback with your bank. A chargeback takes weeks and closes your account automatically; an email takes a day and does not.

6. What is not covered

• Periods you have already used, outside the 30-day guarantee.
• Work our engineers have already carried out on your site.
• Problems caused by hosting, domains or third-party services we do not control — though we will still help you work out what went wrong.
• Accounts closed for breaking the terms of service.

7. Your legal rights

This policy is in addition to the rights the law gives you, and it does not reduce them. If consumer law where you live entitles you to more than this page offers, you get more than this page offers.

8. Contact

Refunds, billing questions and anything that looks wrong on your statement: support@aeronex.ai.