Refund Policy

Free trials

Where a plan includes a free trial, you will not be charged until the trial ends, and you can cancel any time before then from your organization’s billing settings at no cost.

Monthly plans

You can cancel a monthly subscription at any time. Cancellation stops future billing; the current paid period remains active until it ends. We do not provide partial-month refunds for monthly plans, except where required by applicable consumer-protection law.

Annual plans

Annual subscriptions can be cancelled at any time to stop renewal at the end of the current term. If you cancel an annual plan within the first 14 days of the initial purchase (not renewals) and have made materially no use of paid features beyond evaluation, contact hello@aiqen.co and we will issue a prorated refund at our discretion. Outside that window, annual fees are non-refundable except as required by law.

Plan changes

Upgrading takes effect immediately with a prorated charge for the remainder of the billing period. Downgrading takes effect at the start of the next billing period; we do not refund the difference for the remainder of a period already paid for.

Billing errors

If you believe you were charged in error — duplicate charges, a charge after proper cancellation, or a pricing discrepancy — contact hello@aiqen.co and we will investigate and correct verified errors, including a full refund of the erroneous charge.

Approved refunds are issued to the original payment method through the payment provider used for that charge (Stripe, PayPal, Paystack, or Flutterwave) and are tracked against the original payment record. Processing times to reach your account depend on your payment provider and bank, typically 5–10 business days.

Payment terms, milestones, and any cancellation or refund terms for Consulting Services are set out in the signed Statement of Work or engagement agreement for that project, since scope and deliverables vary by engagement. Where that agreement is silent on refunds, fees for work already performed are non-refundable, and fees paid in advance for work not yet started are refundable on request.

Please contact us before initiating a chargeback with your bank or card issuer — most billing issues can be resolved faster directly. We reserve the right to suspend Platform access for accounts with disputed or reversed charges pending resolution.

Billing and refund questions can be sent to hello@aiqen.co. See also our Terms of Service.