Cancellation & Refund Policy

1. Scope

This Cancellation & Refund Policy ("Policy") applies to fees paid to AethelLayer for Private Pilot, subscription, professional services, and related offerings. It supplements our Terms & Conditions and any executed Order Form or SOW. In conflict, the signed SOW prevails only for that order; otherwise this Policy and the Terms control.

BY PAYING INVOICES OR SUBMITTING PAYMENT DETAILS, YOU AGREE TO THIS POLICY.

2. Custom Tier / Dynamic Access

Private Pilot and Custom Tier offerings are bespoke engagements. Fees, deliverables, and term are defined solely in a written SOW or invoice. Website references to "Custom Tier / Dynamic Access" are illustrative and not an offer.

ALL FEES ARE NON-REFUNDABLE UNLESS WE EXPRESSLY STATE OTHERWISE IN WRITING IN THE APPLICABLE SOW.

3. No-refund default

WE DO NOT PROVIDE REFUNDS FOR DISSATISFACTION WITH AI OUTPUT QUALITY, INTEGRATION CHANGES BY THIRD PARTIES, OR FAILURE TO ACHIEVE BUSINESS OUTCOMES.

• Setup fees, onboarding, integration mapping, and dedicated RAG provisioning: non-refundable once work commences.
• Subscription or pilot fees: non-refundable for partial periods, unused capacity, or unused features.
• Professional services (custom briefings, connectors, training): non-refundable after delivery or scheduled date, whichever is earlier.
• Deposits and retainers: non-refundable except at our sole discretion.
• Third-party pass-through costs (licenses, infrastructure surcharges): non-refundable.

4. Limited exceptions (sole discretion)

We may, in our sole and absolute discretion, issue a credit or partial refund only if: (a) we permanently discontinue the Services for your tier without a comparable substitute; or (b) we are required by applicable consumer law that cannot be waived.

Requests must be submitted in writing to billing@aethellayer.com within fourteen (14) days of the charge with detailed grounds. Lack of response does not imply approval.

5. Cancellation by you

You may cancel future renewals by written notice to billing@aethellayer.com at least thirty (30) days before the renewal date unless your SOW specifies otherwise.

Cancellation does not relieve you of payment obligations for the current term, outstanding invoices, or fees for work already performed.

Early termination of a fixed-term SOW may incur the greater of: (i) fees through the end of the committed term; or (ii) a termination fee of fifty percent (50%) of remaining contract value, unless the SOW states otherwise.

6. Suspension and termination by us

We may suspend or terminate Services immediately for non-payment, breach, security risk, or convenience. NO REFUND WILL BE DUE FOR TERMINATION FOR CAUSE ATTRIBUTABLE TO YOU.

If we terminate without cause during a prepaid annual term, our sole obligation is a pro-rata refund of unused prepaid fees for the affected Services, not ancillary fees, setup, or third-party costs.

7. Chargebacks and disputes

You agree to contact us at billing@aethellayer.com before initiating chargebacks or payment disputes. Unauthorized chargebacks constitute breach and may result in immediate termination, collection action, and recovery of fees, chargeback penalties, and legal costs.

We reserve all rights to contest chargebacks and provide evidence of service delivery.

8. Taxes

Fees exclude VAT, GST, and similar taxes unless stated. You are responsible for applicable taxes except those based on our net income.

9. Limitation

Refunds, if any, are the exclusive remedy for billing disputes. Our total liability for billing errors is limited to the amount incorrectly charged in the twelve (12) months preceding the claim, subject to the caps in our Terms & Conditions.

10. Contact

Billing: billing@aethellayer.com | Legal: legal@aethellayer.com