1. How this policy applies

This Refund Policy explains how refunds and cancellations work for TrueSignal subscriptions, and forms part of our Terms of Service. If anything here conflicts with a signed Order Form, the Order Form controls.

2. Monthly subscriptions

You can cancel a monthly subscription at any time. Cancellation takes effect at the end of your current monthly billing period, and you'll keep access until then. We don't provide refunds or credits for the unused portion of a period you've already paid for.

3. Annual subscriptions

If it's your first time subscribing to an annual plan, you can request a full refund within 14 days of your initial purchase - just email us (see Section 8). Outside that 14-day window, annual fees are non-refundable, but you can still cancel at any time to stop future renewals; your plan remains active until the end of the current annual term. The 14-day guarantee applies once per business, to your first annual purchase - it doesn't reset on renewal.

4. Upgrades & downgrades

If you upgrade, the new plan and pricing apply immediately, and we may charge a prorated amount for the rest of your current billing period. If you downgrade, the new, lower rate applies from your next billing cycle - we don't refund the difference for the period already paid at the higher rate.

5. Free plan

No fees apply to the Free plan, so refunds aren't applicable.

6. Enterprise plans

Refund, cancellation, and notice terms for Enterprise plans are set out in the applicable Order Form or contract, and take priority over this policy where they differ.

7. Billing errors & duplicate charges

If we've billed you incorrectly - for example, a duplicate charge or the wrong plan amount - let us know and we'll correct it, including a full refund of the erroneous amount, regardless of the timing rules above.

8. How to request a refund

Email hello@agayacloud.com with your account/business name and the reason for your request. We aim to confirm eligibility within a few business days. Approved refunds are issued to your original payment method, in the currency you were billed in, and typically arrive within 5-10 business days, depending on your bank or card provider.

9. Taxes

Where a refund is approved, we refund the full amount you paid, including any tax (such as VAT) charged on that amount.

10. Chargebacks

If you have a billing concern, please contact us first so we can resolve it directly - it's faster than a chargeback and avoids any disruption to your account. We reserve the right to suspend access while a chargeback or payment dispute is being investigated.

11. Changes to this policy

We may update this Refund Policy from time to time. We'll update the "Last updated" date above when we do, and for active subscribers we'll give reasonable notice before a material change takes effect.

12. Contact

Questions about a refund? Email hello@agayacloud.com.