AiroX provides subscription software and related digital services. No physical goods are shipped, so there is no physical product-return process. This policy explains how subscription cancellations, billing corrections and refund requests are handled for purchases made directly from AiroX.

If your organisation signed an order form or another written agreement with different cancellation or refund terms, that agreement takes priority.

An authorised customer administrator may request cancellation through the Contact page or the channel stated on the order form. Unless the order form says otherwise, cancellation prevents renewal at the end of the current paid subscription term; it does not end the term immediately or erase charges already due.

Submit a cancellation request before the next renewal or invoice date and include the organisation name, billing contact and subscription details. We will confirm when the request has been recorded.

We will review a refund or account-credit request where there is a duplicate or incorrect charge, the purchased workspace was not provisioned, a verified service fault materially prevented use and could not be resolved after a reasonable opportunity to assist, or a refund is required by applicable law.

Approved remedies may be a corrected invoice, account credit, extension of service or refund, depending on the issue and the applicable agreement.

Subject to applicable law and any order form, paid subscription fees are normally non-refundable once the subscription term begins. We do not normally refund unused time, partial periods, change of mind, failure to use available features, customer configuration or data-quality issues, loss of access caused by the customer's users or systems, or suspension resulting from a material breach.

Custom onboarding, configuration, training and other professional-service fees are non-refundable once the work has begun, except where the relevant service was not provided as agreed.

Contact us within 14 calendar days after the relevant charge. Include the organisation name, invoice or transaction reference, amount, date, reason for the request and any supporting information. The request must come from an authorised billing contact or customer administrator.

We may ask for information needed to verify the account, charge and circumstances. Submitting a request does not guarantee a refund, but we will assess it fairly against this policy, the order form and applicable law.

Approved refunds are normally returned through the original payment method and in the original transaction currency. Processing time after approval depends on the payment provider and financial institution. We do not send a refund to an unrelated person or alternate account unless required by law and verified through our billing process.

Upgrades may take effect immediately with the additional charge or proration shown at the time of change. Unless agreed otherwise, downgrades take effect at the next renewal so the customer can continue using the current plan for the paid term. A downgrade may reduce included users, entities, features or usage limits.

Nothing in this policy removes rights or remedies that cannot be excluded under applicable law. Before initiating a payment reversal or chargeback, contact us so we can investigate and correct a genuine billing issue. Fraudulent or abusive payment disputes may result in account suspension while the matter is reviewed.

We may update this policy for future purchases or renewals. The effective date at the top shows when the current version took effect. To cancel a subscription, report an incorrect charge or request a refund, use the Contact page and select or state that the message concerns billing.