1. Scope and agreement
This Cancellation & Refund Policy ("Policy") applies to all fees paid to AethelLayer for subscriptions, trials, Early Access, professional services, and related offerings. It supplements and is incorporated into our Terms & Conditions. In conflict, a signed Order Form or SOW controls only for that specific order; otherwise this Policy and the Terms control.
BY SUBMITTING PAYMENT, ENABLING AUTO-RENEWAL, OR PROVIDING PAYMENT DETAILS, YOU ACKNOWLEDGE AND AGREE TO THIS POLICY IN FULL.
2. Custom and enterprise engagements
Bespoke, Custom Tier, Dynamic Access, and enterprise offerings are defined solely in a written SOW or invoice signed or issued by us. Website and sales materials are non-binding illustrations.
UNLESS WE EXPRESSLY STATE OTHERWISE IN WRITING IN THE APPLICABLE SOW, ALL FEES ARE NON-REFUNDABLE AND NON-CREDITABLE.
3. No-refund default
WE DO NOT PROVIDE REFUNDS FOR: DISSATISFACTION WITH AI OUTPUT QUALITY; INTEGRATION CHANGES OR OUTAGES BY THIRD PARTIES; FAILURE TO ACHIEVE BUSINESS OUTCOMES; REGULATORY ACTIONS; OR TERMINATION FOR CAUSE ATTRIBUTABLE TO YOU.
- Free trials: no payment due; converting to paid plan starts billing per selected tier — trial usage does not entitle you to credits.
- Setup, onboarding, integration mapping, dedicated provisioning, and implementation fees: non-refundable once work begins or within forty-eight (48) hours of payment, whichever is earlier.
- Subscription fees (monthly or annual): non-refundable for partial periods, unused seats, unused features, or lack of use.
- Professional services (training, custom connectors, briefings): non-refundable after delivery begins or within twenty-four (24) hours of scheduled start, whichever is earlier.
- Deposits, retainers, and minimum commitments: non-refundable except at our sole discretion.
- Taxes, payment processor fees, and third-party pass-through costs: non-refundable.
4. Limited exceptions (sole discretion only)
We may, in our sole and absolute discretion (but are not obligated to), issue a credit or partial refund only if: (a) we permanently discontinue paid Services for your tier without a substantially comparable substitute within ninety (90) days; or (b) applicable consumer protection law mandates a refund and cannot be validly waived in your jurisdiction.
Written requests must be sent to billing@aethellayer.com within fourteen (14) days of the charge with invoice number and detailed grounds. Silence or non-response does not imply approval. Approved refunds are processed to the original payment method unless we specify otherwise.
5. Cancellation by you
You may cancel future subscription renewals by written notice to billing@aethellayer.com at least thirty (30) days before the renewal date unless your SOW or checkout terms specify otherwise.
Cancellation stops future renewals only. It does not relieve you of payment for the current billing period, outstanding invoices, usage overages, or work already performed.
Early termination of a fixed-term SOW may incur the greater of: (i) one hundred percent (100%) of fees through the end of the committed term; or (ii) a termination fee of fifty percent (50%) of remaining contract value, plus any non-cancellable third-party costs, unless the SOW states otherwise.
6. Suspension and termination by us
We may suspend or terminate Services immediately for non-payment, breach, abuse, security risk, or convenience. NO REFUND IS DUE FOR TERMINATION FOR CAUSE ATTRIBUTABLE TO YOU, INCLUDING TERMS VIOLATIONS OR CHARGEBACKS.
If we terminate without cause during a prepaid annual term, our sole obligation (unless prohibited by law) is a pro-rata refund of unused prepaid subscription fees for the affected core Services — excluding setup, services, overages, and third-party costs. This is your exclusive remedy.
7. Chargebacks and payment disputes
YOU AGREE TO CONTACT BILLING@AETHELLAYER.COM AND ALLOW FOURTEEN (14) DAYS TO RESOLVE BILLING DISPUTES BEFORE INITIATING CHARGEBACKS OR PAYMENT REVERSALS WITH YOUR BANK OR CARD ISSUER.
Unauthorized or fraudulent chargebacks constitute material breach. We may immediately terminate access, report abuse to payment networks, and pursue collection of amounts owed, chargeback penalties, administrative fees, and reasonable attorneys' fees to the extent permitted by law.
8. Taxes
Fees exclude VAT, GST, sales tax, and similar levies unless explicitly stated. You are responsible for all applicable taxes except those based on our net income. If we are required to collect taxes, you will pay them.
9. Exclusive remedy and limitation
Any approved refund or credit is your exclusive monetary remedy for billing disputes relating to the refunded charge.
Our total liability for billing errors is limited to the amount incorrectly charged in the twelve (12) months preceding written notice, and in all cases subject to the aggregate liability cap in our Terms & Conditions.
10. Contact
Billing: billing@aethellayer.com | Legal: legal@aethellayer.com