Refund Policy | JaxSuite AI

1. Scope and Applicability

1.1 Incorporation by Reference

This Refund and Cancellation Policy (“Policy”) is hereby incorporated by reference into the JaxSuite AI Software Solutions Inc. Terms and Conditions of Use (“Terms”). All capitalized terms not otherwise defined herein shall have the meanings assigned to them in the Terms.

1.2 Applicability

This Policy governs all financial transactions conducted through the JaxSuite platform (the “Platform”), including but not limited to:

(a) subscription fees for all service tiers and billing cycles;

(b) prepaid Wallet credits and associated reallocation or conversion requests;

(c) metered or usage-based services, including but not limited to communication modules, AI-driven features, enrichment tools, and automation processes; and

(d) one-time or add-on purchases made available through the Platform.

1.3 Binding Effect

By registering for, accessing, or purchasing any product, service, or feature through the Platform, the User acknowledges and agrees that:

(a) this Policy constitutes a legally binding agreement;

(b) this Policy is enforceable in conjunction with the Terms and all incorporated policies, including but not limited to the Subscription Agreement, Wallet and Credits Policy, and Data Access Fee Policy; and

(c) this Policy shall govern, control, and supersede any conflicting representations regarding refunds, cancellations, or credit conversions made outside of the Terms, including oral or informal communications.

1.4 Jurisdictional Application

This Policy applies to all Users regardless of geographic location. However, where applicable consumer protection laws in a User’s jurisdiction grant mandatory rights that conflict with the provisions of this Policy, such mandatory rights shall prevail to the minimum extent required by law, without affecting the enforceability of the remaining provisions herein.

2. General Principles

2.1 Finality of Transactions

Except as expressly provided in this Policy, all subscription fees, Wallet credits, metered usage charges, and one-time purchases are final, irrevocable, and non-refundable. Users are solely responsible for monitoring billing cycles, Wallet balances, subscription tiers, and usage activity.

2.2 Transparency of Obligations

All Users are deemed to have reviewed, understood, and accepted this Policy at the time of purchase. JaxSuite shall make this Policy publicly available through the Platform and may provide supplemental notices at the point of sale. The absence of such supplemental notices shall not limit or impair the enforceability of this Policy.

2.3 Good Faith Review

Refund or cancellation requests submitted outside the express eligibility criteria herein will be deemed invalid. JaxSuite reserves the right, in its sole discretion and without creating precedent, to review individual cases in good faith; however, such discretionary accommodations shall not alter or waive the general rule of non-refundability set forth in Section 2.1.

2.4 Non-Transferability

Refund rights, if any, are personal to the purchasing User or Workspace Owner and may not be assigned, transferred, or otherwise conveyed to any third party absent JaxSuite’s prior written consent.

2.5 Supremacy of Policy

In the event of any conflict between this Policy and informal guidance, marketing material, customer support communications, or other non-contractual statements, the provisions of this Policy shall govern. Users acknowledge that reliance on any such external statements shall not create any additional refund or cancellation rights.

3. Subscription Refunds

3.1 Refund-Eligible Window

(a) A User may request a refund of subscription fees only if the request is submitted within seven (7) calendar days of the initial purchase or renewal date.

(b) For annual subscription plans, the refund-eligible window is extended to fourteen (14) calendar days from the date of purchase.

(c) Refund eligibility is strictly conditioned upon the User having engaged in no substantial use of the Platform, as determined by JaxSuite’s internal usage logs (including, without limitation, account logins, module activations, service executions, or Wallet deductions).

3.2 Exclusion of Pro-Rata Refunds

No pro-rata refunds shall be issued for:

(a) partial months of service;

(b) unused subscription periods;

(d) termination of services by the User prior to the conclusion of a paid billing cycle.

3.3 Auto-Renewal Refunds

(a) Users are solely responsible for managing their auto-renewal preferences within the billing portal.

(b) Failure to cancel an auto-renewal prior to renewal does not entitle the User to a refund.

(c) Refund requests based on neglect to disable auto-renewal will be deemed invalid, except as required by mandatory consumer protection laws.

3.4 Plan Upgrades and Modifications

(a) Fees paid in connection with an upgrade to a higher-tier subscription plan are non-refundable.

(b) If a User upgrades mid-cycle, the associated prorated charge is final and not subject to refund, even if the User subsequently cancels or downgrades.

3.5 Refund Method

All approved subscription refunds shall be credited exclusively to the original payment method used at the time of transaction. Under no circumstances shall refunds be provided through alternative channels, including Wallet credit conversion, unless expressly authorized in writing by JaxSuite.

4. Wallet Credit Refunds

4.1 Nature of Wallet Credits

Wallet credits are prepaid, non-monetary units of value that may be applied solely toward designated Platform services. Wallet credits do not constitute legal tender, electronic money, deposits, securities, or any other financial instrument, and shall not accrue interest, dividends, or any financial return.

4.2 Non-Redeemability and Non-Transferability

(a) Wallet credits are non-redeemable for cash or monetary value under any circumstance.

(b) Wallet credits may not be transferred, assigned, pledged, or otherwise conveyed between Users, Workspaces, or third parties, except where expressly authorized in writing by JaxSuite.

(c) Any attempt to circumvent this restriction shall constitute a material breach of the Terms and may result in forfeiture of credits and account suspension.

4.3 Refund Eligibility

Refunds of Wallet credits will only be considered under the following narrowly defined circumstances:

(a) Duplicate Charges — where JaxSuite’s billing audit confirms a User has been erroneously charged more than once for the same transaction;

(b) System-Level Error — where a verified Platform malfunction results in non-delivery of a paid service, and such non-delivery is solely attributable to JaxSuite’s systems;

(c) Unauthorized or Fraudulent Transaction — where JaxSuite, after investigation, determines that Wallet funding was the result of unauthorized account access not attributable to User negligence or breach of security obligations.

4.4 Credit Reallocation Requests

Users may request administrative reallocation of Wallet credits from one service category to another within the Platform. JaxSuite reserves the exclusive right to:

(a) accept or deny such requests in its sole discretion;

(b) apply internal conversion ratios, adjustment factors, or administrative fees; and

4.5 Refund Method and Finality

(a) Approved Wallet refunds shall be processed exclusively to the original payment method used to fund the Wallet.

(b) Once issued, a refund shall be deemed final and conclusive, extinguishing all related claims.

(c) JaxSuite shall not be liable for refund delays attributable to banking networks, payment processors, or third-party intermediaries.

4.6 Review Timeline

Refund decisions will ordinarily be rendered within seven (7) to fourteen (14) business days of receipt of a complete refund request, inclusive of all required supporting documentation. JaxSuite reserves the right to extend this period in cases involving suspected fraud, complex technical audits, or regulatory inquiries.

5. Metered and One-Time Services

5.1 Irrevocability of Charges

All fees incurred for metered services and one-time purchases are final, non-refundable, and non-reversible once the service is consumed or initiated. This includes, but is not limited to:

(a) AI-driven communications, automations, or analytics;

(b) bulk messaging or campaign executions;

(d) booking, scheduling, or integration-triggered executions; and

(e) any other service deducted on a per-use, per-transaction, or consumption-based model.

5.2 User Responsibility for Configuration

Users bear sole responsibility for:

(a) ensuring that campaign settings, DNS configurations, contact imports, and automation rules are properly established prior to initiating a metered service;

(b) verifying the accuracy, legality, and compliance of data submitted for execution; and

Refunds shall not be issued where service failure or underperformance is attributable to user error, misconfiguration, or violation of the Terms.

5.3 Service Failure Exception

Notwithstanding Section 5.1, a credit may be issued in the User’s Wallet if:

(a) a verifiable Platform-level system error (exclusive of third-party failures, such as email service providers, ISPs, or external APIs) prevents completion of the paid service;

(b) the User promptly reports such failure within five (5) business days of occurrence through the official Support Portal; and

5.4 Credit-Only Remedy

Where a refund is approved under Section 5.3, JaxSuite shall issue compensation exclusively in the form of Wallet credits equal to the value of the failed transaction. Under no circumstances shall cash or direct monetary refunds be provided for metered or one-time services, unless legally mandated.

5.5 No Guarantee of Outcomes

Users acknowledge and agree that the effectiveness of metered services (including, without limitation, deliverability rates, response rates, enrichment accuracy, or AI output quality) is subject to numerous external factors outside JaxSuite’s control. Dissatisfaction with results, absent a qualifying Platform-level system error, shall not entitle the User to a refund or credit.

6. Cancellations and Terminations

6.1 User-Initiated Cancellation

(a) A User may cancel an active subscription at any time through the billing portal or authorized support channel.

(b) Cancellation shall take effect at the conclusion of the then-current billing cycle.

(c) Fees paid for the current billing cycle are non-refundable, and no pro-rata refunds shall be issued for unused time, partial periods, or downgrades.

(d) Users remain responsible for all outstanding fees, including metered charges and Wallet replenishments incurred prior to the effective date of cancellation.

6.2 Termination by User with Refund-Eligible Window

Where a cancellation request is submitted within the applicable refund-eligible period defined in Section 3.1, the User may be entitled to a subscription refund, subject to the conditions set forth in this Policy.

6.3 Termination by JaxSuite for Cause

(a) JaxSuite reserves the right to suspend, restrict, or terminate any account, subscription, or Workspace immediately and without notice where:

(i) the User breaches the Terms, Acceptable Use Policy, or any incorporated policy;

(ii) fraudulent, abusive, or unlawful activity is suspected or confirmed;

(iii) account credentials, Wallet credits, or services are manipulated or misused.

(b) Upon termination for cause, all prepaid fees, Wallet balances, and unused services shall be forfeited in their entirety and deemed non-refundable.

6.4 Termination by JaxSuite Without Cause

(a) In the event JaxSuite elects, in its sole discretion, to discontinue providing services to a User without cause, JaxSuite shall:

(i) provide written notice to the User;

(ii) refund, on a pro-rata basis, any prepaid unused subscription fees; and

(iii) reimburse any unused Wallet balances, subject to applicable verification procedures.

(b) Such refunds shall constitute the User’s sole and exclusive remedy, and JaxSuite shall have no further liability or obligation arising from such termination.

6.5 Effect of Termination

Upon the effective date of cancellation or termination:

(a) all access to the Platform shall cease;

(b) all associated data shall be deleted or retained in accordance with JaxSuite’s Data Retention Policy;

(c) all rights granted under the Terms and this Policy shall immediately terminate, subject to any post-termination obligations that expressly survive.

7. Refund Request Procedure

7.1 Submission Requirements

(a) All refund and cancellation requests must be submitted exclusively through the JaxSuite AI Support Portal.

(b) Requests submitted via email, telephone, chat, or any other channel shall be deemed invalid and will not be processed.

(i) the User’s full name and registered account identifier;

(ii) the transaction reference number(s) and date(s) of purchase;

(iii) a detailed explanation of the grounds for refund under this Policy; and

(iv) any supporting documentation reasonably requested by JaxSuite (including but not limited to receipts, payment confirmations, and error reports).

7.2 Identity Verification

(a) JaxSuite reserves the right to require Users to complete identity verification prior to processing any refund request.

(b) Verification may include submission of government-issued identification, proof of payment method ownership, or confirmation of Workspace authority.

(c) Failure to provide verification within five (5) business days of request shall render the refund claim null and void.

7.3 Review and Determination Timeline

(a) JaxSuite shall ordinarily review and render a determination on refund requests within seven (7) to fourteen (14) business days of receiving a complete submission.

(b) This period may be extended where additional investigation is required, including but not limited to suspected fraud, technical audits, or regulatory inquiries.

7.4 Refund Method

(a) Approved refunds shall be issued solely to the original payment method used for the transaction.

(b) Under no circumstances shall refunds be provided via alternative channels (e.g., cash, value exchange, cryptocurrency, third-party transfer), unless expressly required by law.

7.5 Finality of Determinations

(a) Refund determinations rendered by JaxSuite shall be final and binding, subject only to applicable consumer protection rights under Section 9 (Jurisdiction-Specific Rights).

(b) Users expressly waive any right to pursue chargebacks, reversals, or third-party payment disputes once a refund request has been formally adjudicated under this Policy, except as required by law.

8. Non-Refundable Scenarios

8.1 Failure to Cancel Prior to Renewal

Refunds shall not be issued where a User fails to disable auto-renewal or cancel a subscription prior to the renewal date. Users are solely responsible for managing billing preferences in the billing portal.

8.2 User Dissatisfaction

Refunds shall not be granted based on dissatisfaction with Platform features, performance, or results, except where expressly covered by a refund-eligible window under Section 3.1 or a verified Platform-level system error under Section 5.3.

8.3 Suspension or Termination for Cause

Where an account is suspended or terminated pursuant to Section 6.3 of this Policy or the Terms, all prepaid fees, Wallet balances, and pending services shall be immediately forfeited and deemed non-refundable.

8.4 Partial Usage or Downgrades

Refunds will not be provided for:

(a) partial months of service,

(b) unused subscription periods,

(d) downgrades initiated during an active billing cycle.

8.5 Third-Party Service Failures

No refunds will be issued where service failure is attributable to third-party providers, including but not limited to email service providers, internet service providers, payment processors, or API integrations outside JaxSuite’s direct control.

8.6 Untimely Requests

Refund requests submitted outside the applicable time limits defined in this Policy (including but not limited to Sections 3.1, 4.6, and 5.3) shall be deemed expired and invalid.

8.7 Unauthorized Account Activity Due to User Negligence

Refunds will not be granted where unauthorized charges or Wallet depletions are the result of User negligence, including but not limited to compromised credentials, weak passwords, or failure to comply with security obligations under the Terms.

8.8 Informal or Verbal Representations

Refunds shall not be granted on the basis of statements, promises, or representations made outside this Policy, including but not limited to marketing materials, sales communications, or verbal assurances by employees, contractors, or affiliates.

9. Limitation of Remedies

9.1 Exclusive Remedy

To the maximum extent permitted by applicable law, any refund, credit, or cancellation granted under this Policy shall constitute the User’s sole and exclusive remedy for any claim, dispute, or dissatisfaction relating to subscription fees, Wallet credits, metered services, or one-time purchases.

9.2 No Consequential Compensation

Refunds shall not, under any circumstance, entitle the User to:

(a) interest, penalties, or damages of any kind;

(b) compensation for lost profits, lost opportunities, or business interruption; or

9.3 Alignment with Limitation of Liability

Nothing in this Policy shall be construed to expand JaxSuite’s liability beyond the limits expressly provided in the Terms. The aggregate liability of JaxSuite in connection with any refund claim shall not exceed the amount of the actual fee paid by the User for the disputed transaction.

10. Jurisdiction-Specific Rights

10.1 Consumer Protection Laws

Nothing in this Policy shall be construed to waive, limit, or restrict any mandatory rights that a User may have under applicable consumer protection laws in their jurisdiction. Where such laws provide non-waivable refund, cancellation, or cooling-off rights, those rights shall prevail to the minimum extent required by law.

10.2 United States Federal and State Law

(a) This Policy shall be interpreted and enforced in accordance with the laws of the State of Florida, United States, without regard to conflict-of-law principles.

(b) To the extent federal or state law provides Users with non-waivable consumer rights (including, without limitation, protections under the Federal Trade Commission Act, state-level unfair trade practices statutes, or applicable “cooling-off” rules), such rights shall apply notwithstanding the limitations of this Policy.

10.3 Florida Jurisdiction

(a) For Users located within the State of Florida, the refund rights and obligations set forth herein shall be supplemented by any non-waivable protections under Florida Statutes, including but not limited to the Florida Deceptive and Unfair Trade Practices Act (FDUTPA).

(b) Any disputes regarding refunds or cancellations not resolved through internal procedures shall be governed by the jurisdictional and venue provisions in the Terms, designating the state and federal courts located in Duval County, Florida as the exclusive forum.

10.4 International Users

(a) For Users located outside the United States, this Policy shall apply to the fullest extent permitted by local law.

(b) In jurisdictions that mandate additional refund or cancellation rights (e.g., statutory cooling-off periods under European or Canadian law), JaxSuite shall comply only to the minimum extent legally required, without expanding refund rights beyond those expressly granted herein.

10.5 Supremacy of Mandatory Law

In the event of any conflict between this Policy and a User’s non-waivable statutory rights under applicable consumer protection laws, the statutory rights shall prevail solely with respect to that User, without affecting the validity or enforceability of this Policy as applied to all other Users.

11. Reservation of Rights and Amendments

11.1 Company’s Reservation of Rights

JaxSuite expressly reserves the right to deny, limit, or condition refunds where a User engages in abuse, misuse, or manipulation of this Policy, including but not limited to repeated refund claims, chargeback abuse, or fraudulent account activity.

11.2 Amendments to Policy

(a) JaxSuite may amend, revise, or replace this Policy at any time in its sole discretion, subject to the notice provisions contained in the Terms.

(b) Continued use of the Platform following publication of an amended version of this Policy shall constitute binding acceptance of the updated terms.

(c) Users are encouraged to review the Policy periodically via the JaxSuite website to remain informed of their rights and obligations.

11.3 Survival

The provisions of this Policy that, by their nature, should survive termination or expiration (including but not limited to Sections 8, 9, 10, and 11) shall remain in full force and effect notwithstanding termination of the User’s account or cessation of services.

12. Contact Information

12.1 Support Portal

All refund and cancellation requests must be submitted exclusively through the JaxSuite AI Support Portal. Requests made through other channels will not be deemed valid.

12.2 Email Inquiries

For compliance-related matters, Users may contact info@jaxsuite.com. Such communications do not substitute for the formal refund request process outlined in Section 7.

12.3 Legal Notices

Formal notices or correspondence relating to disputes under this Policy shall be directed in accordance with Section 61 of the Terms and Conditions, designating the contact details provided therein.