Simple promise: If you’re not satisfied in the first 30 days of your first subscription term, we’ll refund your subscription fee. No hassle.
What’s not refunded: one-time build/setup fees, domains/hosting, SMS/voice, AI usage/tokens, and other pass-through costs already consumed.
1) 30-Day Money-Back Guarantee (Subscriptions)
- Covered: First 30 days of your first term for eligible subscriptions (e.g., AI Employee, managed AI chat, social posting).
- Refund: Full refund of the subscription fee for that term. Email within 30 calendar days.
- Not covered: one-time setup/build fees; custom creative deliverables; domains/hosting; SMS/telephony; third-party costs; consumed usage; renewals.
- How: Email [email protected] with order ID and service name.
2) AI Employee & Pay-Per-Use
- AI Employee: Guarantee applies to the subscription fee only.
- Pay-Per-Use: Activation/onboarding fees are non-refundable. Usage charges are non-refundable once incurred.
- Fair use: Extreme/abusive usage during the window may be deducted as pass-through costs.
3) One-Time Projects & Build Fees
- In progress: We’ll refund the unperformed labor portion; completed milestones/assets & third-party costs are non-refundable.
- After delivery: Delivered/transfered sites, brand kits, or assets are non-refundable. Refunds require revoking licenses and removing Arqua-owned assets.
4) Renewals & Plan Changes
- Renewals: Not covered by the 30-day guarantee. Courtesy: 7-day renewal refund if there’s no material usage after renewal.
- Upgrades/downgrades: Downgrades apply next cycle (no proration). Upgrades may be prorated or immediate.
5) Trials & Promotions
- Free trials: Cancel before trial end to avoid charges. If charged at trial end, the 30-day window starts then.
- Coupons/credits: Refunds exclude promo credits and non-cash incentives.
6) Third-Party & Pass-Through Costs
Domains, SSL, hosting, number rental, SMS/voice, AI model tokens/credits, and similar pass-through expenses are non-refundable once provisioned or consumed.
7) How to Request a Refund
- Email [email protected] from your account email.
- Include order ID, service name, and optional reason.
- We’ll confirm eligibility, cancel access, and process any refund due.
- Refunds go to the original payment method. Banks typically post in 5–10 business days after processing.
8) Chargebacks
Please contact us first; most issues are resolved quickly. Chargebacks may temporarily suspend your account while we investigate.
9) Cancellations
Cancel anytime from your portal or by email. Cancellation stops future billing and does not automatically trigger a refund unless you qualify under this policy.
10) Abuse & Limitations
We may deny refunds in cases of fraud, unauthorized reselling, repeated requests, or policy abuse.
11) Policy Changes & Governing Law
This policy may be updated; the latest version applies on publication. Governed by the laws of the Commonwealth of Massachusetts, USA.