Refunds and Cancellation Policy

1. Scope

1.1. This Policy is an integral part of the Public Offer (/offer) and sets out how Subscriptions and Orders are cancelled and when and how money paid for aqlex services is refunded. Terms have the meaning given in the offer.

1.2. The Policy does not limit Consumers’ rights under the Law “On Consumer Protection”, the Civil Code and the Digital Code of the Kyrgyz Republic; in case of conflict the law prevails.

1.3. Refunds are made by the Operator, not by the Payment Provider: Finik accepts payments and transfers refunded amounts on the Operator’s instruction, but does not consider refund requests.

1.4. The Operator is Limited Liability Company “AkylLex” (“AkLex” LLC), INN 00206202610137; full details are given in Section 16 of the offer.

2. Cancelling a Subscription or an Order

2.1. A Subscription is not renewed or charged automatically: the Operator does not store payment details and does not initiate charges. To end a Subscription it is enough not to pay for the next period - once the paid and the grace period end, the account switches to the Free Plan.

2.2. The User can cancel a Subscription in the Account area (/billing) at any time. Access under the Plan continues until the end of the paid period, renewal reminders stop, and no grace period applies. The cancellation can be reverted before the period ends.

2.3. An unpaid Order can be cancelled in the Account area at any time; an unpaid Order is cancelled automatically 60 minutes after it is placed. Cancelling an Order involves no money, as no payment was made.

2.4. A scheduled downgrade can be cancelled before it takes effect; an upgrade already applied after payment is reversed under the refund procedure (Section 3).

3. Refunds for a Subscription

3.1. The User may withdraw from a Subscription before the end of the paid period and claim a refund of part of the price pro rata to the unused days of the period (Article 699 of the Civil Code, Article 41 of the Law “On Consumer Protection”, Article 116(4) of the Digital Code). The refund is calculated as: price of the paid period × (number of full unused days ÷ number of days in the period).

3.2. Days on which the Subscription was available count as used regardless of the User’s actual activity. Credits granted under the Plan for the unused days are cancelled on refund.

3.3. On withdrawal because of a change to the offer the User disagrees with (clause 14.2 of the offer), or because of a material breach by the Operator, the unused part of the period is refunded in full without deductions.

3.4. If the Operator terminates access for a breach of the Terms of Use, the unused part of the period is refunded less the costs actually incurred by the Operator and documented losses caused by the breach. [TODO(legal): confirm.]

3.5. A free trial, a free period under a promo code and an upgrade applied without payment (clause 9.2 of the offer) involve no monetary refund.

4. Refunds for AI credits

4.1. Used credits are non-refundable: the service (an AI answer, a document analysis) is deemed provided when the result is delivered. Credits charged for an AI answer or a document analysis that was not completed through the Service’s fault are returned to the credit balance automatically (clause 6.6 of the offer); no separate request is needed.

4.2. For unused purchased credits (packs) the User may claim a refund within their validity period pro rata to the unused balance: refund = pack price × (unused balance ÷ pack size). If part of a pack has been used, the refund covers the remaining part. [TODO(legal): confirm.]

4.3. Granted credits (under a Plan, a trial, a promo code) and credits credited by the Operator as compensation have no monetary value and are non-refundable.

4.4. Credits whose validity has expired (clauses 6.3 and 6.4 of the offer) are non-refundable.

5. Document analysis

5.1. The price of an analysis is calculated after upload and shown before confirmation; credits are charged only after the User confirms. Uploading a file and calculating the price are free. If the price has changed by the time of confirmation, the Service asks for confirmation again.

5.2. If an analysis is not completed through the Service’s fault (internal error, retries exhausted), the charged credits are refunded automatically and in full.

5.3. The User’s disagreement with the content of the report (assessment of references, detected discrepancies, completeness of the check) is not a ground for refund: the analysis result is generated automatically and is intended for the User’s own verification (Section 6 of the Terms of Use). Claims about the feature evidently not working are handled under Section 7.

6. Erroneous and duplicate payments

6.1. A payment made twice for one Order, a payment for an Order that was not fulfilled (service not activated), and a payment exceeding the Order price are refunded in full on the User’s request or on the Operator’s own initiative once detected.

6.2. A late payment for a cancelled or expired Order is honoured and the service is provided (clause 7.4 of the offer); on a request filed before the service is used, such a payment is refunded in full.

7. Refund procedure

7.1. A refund request is made in free form and sent by e-mail to help@aqlex.ai (Section 16 of the offer). The request states the account (e-mail or phone), the Order number, the amount and the reason, and the details of an account at a bank in the Kyrgyz Republic to receive the refund.

7.2. The Operator considers the request and communicates its decision within 10 calendar days of receipt. If the request is granted, the refund is made within 10 days of receipt of the request (Article 40(1) of the Law “On Consumer Protection”) by the same method as the payment or, if that is impossible, to the bank account in the Kyrgyz Republic specified by the User.

7.3. From the moment a refund is approved, access to the paid service (Subscription, credits) ends for the part being refunded.

7.4. The fee withheld by the Payment Provider when it accepted the refunded payment is deducted from the refund amount.

7.5. A refusal is given in writing with reasons; the User may challenge it under Section 15 of the offer.

8. Payment disputes

8.1. Before disputing a payment with a bank or the Payment Provider, the Operator recommends filing a request under Section 7 - it is faster and keeps access to the Service during consideration.

8.2. If a payment is disputed through a bank, the Operator provides the Payment Provider with information about the Order and the service provided; if the dispute is upheld, access to the corresponding service ends.