Refund & Cancellation Policy

1.The short version

We state this plainly rather than burying it. Cancel whenever you like. Refunds of payments already made are decided by Paddle, as the seller of record, on the terms below.

2.How to cancel

Open your workspace, go to Billing settings, and select Cancel subscription.

That is the complete process. Specifically:

• No phone call. You never have to speak to anyone to cancel.
• No email required. You do not have to write to us and wait for a reply.
• No retention gauntlet. We will not route you through a sequence of offers, surveys, or confirmation screens designed to wear you down.
• No cancellation fee.

Cancellation takes effect at the end of your current billing period. You keep full access until then, and you will not be charged again.

If you cannot reach your billing settings for any reason, contact us at aiome.io/contact and we will cancel it for you. We will not use that conversation as an opportunity to talk you out of it.

Your data after cancellation. Cancelling a paid subscription moves your workspace to the Free plan at the end of the period you have paid for. We do not delete your Customer Data because you cancelled. It stays in the workspace so it is still there if you upgrade again. A member leaving the workspace deactivates them and does not delete Customer Data. Customer Data is deleted only when the owner deletes the organization, or when an administrator wipes a deactivated member's data, from Settings → Org Settings. Those actions are scheduled 30 days out and can be undone until they run. See our Privacy Policy and Data Processing Addendum.

3.Refunds

Paddle, not Aiome, is the seller of your subscription. Refunds are governed by Paddle's refund policy and Paddle's buyer terms. The rest of this Section restates that policy so it is on this page in one place. If anything here and Paddle's terms disagree on the purchase, payment, taxes, refund, or cancellation of a subscription, Paddle's terms prevail.

When a payment may be refunded

Unless required by applicable law, payments are non-refundable and non-exchangeable. Paddle may issue a refund on a discretionary basis, as described below, or if you exercise an applicable statutory withdrawal or refund right. Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behavior.

All refund requests are reviewed on a case-by-case basis. Paddle may consider relevant factors including the nature of the product, the reason for the request, usage, and any applicable contractual terms. Paddle may approve a refund in full, approve a partial refund, or decline the request.

If a refund is issued, access to the paid plan for that purchase will cease.

Statutory rights

Nothing in this policy limits any mandatory consumer rights you have where you live. If local consumer protection law, or Paddle's policy, gives you additional or non-waivable rights, the highest level of those rights applies. In some countries that includes a cooling-off or withdrawal period — for example, 14 days for consumers in the United Kingdom, the European Economic Area, and Switzerland. Country-specific rules are set out in Paddle's refund policy.

How to request a refund

Write to hello@aiome.io or aiome.io/contact, and we will take it up with Paddle. You may also request a refund from Paddle directly — use the link in your payment receipt, or visit paddle.net and choose the option to request a refund.

If a payment is not refunded

You can still cancel at any time (Section 2). Cancellation takes effect at the end of the current billing period and prevents further charges; it does not refund the current period.

Other refunds we will request

Separately from Paddle's 14-day discretionary window, we will ask Paddle to refund a payment where:

• We billed you in error — a duplicate charge, the wrong number of Seats, or a charge after you canceled.
• We discontinue the Service or a material feature of your paid plan — prepaid fees covering the period after discontinuation.
• You cancel because you don't accept a change we made to these terms or to pricing, before that change takes effect.
• You terminate because of an unresolved subprocessor objection under Section 8 of our Data Processing Addendum — pro-rata for the unused period.

4.How refunds are processed

Purchases of Aiome paid plans are transacted through Paddle, and Paddle is the merchant and seller of record — your purchase contract is with Paddle rather than with Aiome. In practice:

• Contact us or Paddle. The fastest path is usually to write to us; we will request the refund and Paddle will return the money. You can also go to Paddle directly. Paddle makes the final decision as seller of record.
• Refunds go back to the original payment method where possible. Paddle cannot send a refund to a different card or account.
• Timing. We will respond to a refund request within 5 business days. If the request is approved, Paddle processes the refund to the original payment method within 14 days of that approval. Your bank or card issuer may take a further 5–10 business days to post it.
• Taxes. Because Paddle collects and remits sales tax, VAT, and GST as seller of record, any tax charged is refunded together with the fee.

5.Adding and removing Seats

• Adding Seats increases the amount charged at your next billing date.
• Removing Seats takes effect at the start of your next billing period. The amount already charged for the current period does not change; the lower Seat count applies from the next billing date. A refund of a payment itself is handled under Section 3.
• Downgrading from Business to Free takes effect at the end of the current paid period. You keep Business features until then.

If your team size fluctuates significantly month to month, contact us — we would rather find a sensible arrangement than have you overpay.

6.Automatic renewal

When you first subscribe, we disclose the renewal terms before you pay, obtain your consent to them separately, and send you a confirmation that includes the renewal terms and how to cancel. If we change your price, we give at least 30 days' notice before it takes effect, and you may cancel beforehand. See Section 5 of our Terms of Service.

7.The Free plan

The Free plan costs nothing, requires no payment method, and does not convert to a paid plan by itself. You will never be charged unless you actively choose a paid plan and enter payment details.

You can stop using it at any time, and there is nothing to cancel.

We do not delete a Free workspace for being inactive. There is no idle deadline and no clean-up sweep. Return in a year and your workspace will be as you left it. If we ever change that, we will publish the policy and give notice before anything is deleted.

8.Billing questions

For anything about a charge, a refund, or an invoice, contact aiome.io/contact or hello@aiome.io. We aim to reply within one business day.

If we cannot resolve it between us, Section 16 of our Terms of Service explains what happens next — including the 30-day informal resolution period we are required to go through before anything formal starts.