Refund policy

This policy covers payments for Ask AIONSE plans and top-up packs, and Toolkit downloads bought on aionse.com.

Plans

• You can cancel your plan at any time from the plans page or the billing portal. Your plan stays active until the end of the period you have paid for, monthly or yearly, and does not renew after that.
• We do not refund the remaining days or months of a cancelled plan, or plan answers you have not used.
• An upgrade starts straight away, and you pay only the difference for the rest of your current billing period.
• A smaller plan, or a switch from yearly to monthly billing, starts at your next renewal, so there is nothing to refund.

Top-up packs

• Pack answers do not expire while your account is open.
• [If you have not used any answer from a pack, you can ask for a full refund within 14 days of buying it.] Once you use an answer from a pack, the pack cannot be refunded.

When something goes wrong

• If an answer fails because of a fault on our side, its credits go back to your balance automatically.
• If you are charged twice, or charged for something you did not buy, we refund the full amount, including VAT.
• If you believe an answer was charged in error, write to us within 30 days and we will look into it.

Toolkit downloads (aionse.com shop)

• Digital files cannot be returned, so they are not refundable once downloaded.
• If a file is faulty or not as described, tell us within 14 days and we will replace it or refund you.

How refunds are paid

Refunds go back to your original payment method, including the VAT charged, and we issue a credit note. Your bank may take 5 to 10 business days to show the refund.

Your rights

This policy does not limit any rights you have under UAE law.

Contact

Write to support@aionse.com with your account email and, if you have it, the invoice number.