1. Introduction

This Refund & Cancellation Policy (“Policy”) explains how AACIO (“we,” “us,” “our”) handles cancellations, refunds, credits, and billing disputes for subscriptions, setup fees, and related services we provide (the “Services”).

This Policy is part of (and should be read together with) our Terms of Service and Privacy Policy.

2. IMPORTANT CONTEXT: UNDERLYING PLATFORM + PASS-THROUGH COSTS

Our Services may be delivered using third-party platforms and providers (including CRM/automation infrastructure, messaging carriers, email delivery providers, payment processors, and app integrations). Many of these providers do not offer refunds once services are provisioned, used, or billed.

When we charge “pass-through” fees (e.g., platform subscription costs, communication usage, phone number fees, email sending fees, third-party apps, or similar), those charges are typically non-refundable because we are billed by third parties regardless of your usage.

3. GENERAL RULE: FEES ARE NON-REFUNDABLE

Except as required by law or as explicitly stated in Section 4 (Limited Exceptions), ALL FEES ARE NON-REFUNDABLE, INCLUDING:

A.) Subscription Fees

Monthly/annual subscription fees are non-refundable once billed. We do not provide prorated refunds or credits for partially used billing periods.

B.) Setup, Onboarding, and Implementation Fees

Setup/onboarding fees are non-refundable once work begins or once access/configuration has been delivered, whichever occurs first.

C.) Usage-Based / Consumption Charges

Usage charges (e.g., messaging/email/calling, carrier costs, verification fees, or other metered fees) are non-refundable once incurred.

D.) Pass-Through and Third-Party Charges

Charges for third-party services, add-ons, app subscriptions, domains, phone numbers, communication surcharges, and similar pass-through costs are non-refundable once billed/activated/used.

4. CANCELLATIONS

A.) How Cancellation Works

You may cancel your subscription at any time. Cancellation stops future renewals. It does not reverse or refund charges already billed.

B.) No Refunds for Failure to Cancel

If you fail to cancel before your renewal date/time, you remain responsible for that billing cycle and no refund will be issued.

C.) Service Access After Cancellation

Unless your plan states otherwise, access may continue until the end of the current paid billing period. Some features or add-ons may end immediately upon cancellation if they are usage-based or billed externally.

D.) Minimum Commitments (If Applicable)

If you are on a minimum-commitment plan, the subscription may not be cancellable until the commitment period is completed. Any such commitment terms will be disclosed in your order form or plan description.

5. LIMITED REFUND EXCEPTIONS (IF APPROVED)

We may consider a refund or account credit only in the following situations:

A.) Duplicate Charge

If you were charged twice for the same invoice/plan, we will refund the duplicate portion (or issue a credit) after verification.

B.) Billing Error Attributable to Us

If we made a billing mistake (e.g., wrong plan charged), we will correct it and may refund or credit the difference.

C.) Unauthorized Transaction (Verified)

If you believe a charge was unauthorized, notify us immediately. If verified, we will refund or credit as appropriate. We may require additional documentation and may suspend access during investigation.

D.) Material Change (Discretionary)

If we materially change this Policy or our Terms in a way that substantially reduces what you paid for during an active billing period, we may, at our discretion or where required by law, issue a prorated credit or refund for the unused portion.

E.) Extended Service Failure (Discretionary)

If the Services are unavailable for an extended period due to an issue attributable to us (not third-party outages), we may, at our discretion, issue a credit.

IMPORTANT: Because we rely on third-party platforms and carriers, outages, deliverability issues, carrier filtering, or platform-level restrictions generally do not qualify for refunds. We may still choose to offer a courtesy credit in rare cases.

6. REFUNDS ARE NOT PROVIDED FOR:

- “Change of mind,” “no longer needed,” or “did not use it”

- Poor results or business outcomes

- Partial use of a billing period

- Misconfiguration, errors, or omissions by you or your team

- Third-party or carrier costs already incurred

- Requests made after the dispute windows in Section 8

7. CREDITS (DISCRETIONARY)

We may issue credits at our sole discretion. Credits:

- have no cash value unless required by law,

- are applied to future invoices only,

- may expire after 30 days.

8. DISPUTES, CHARGEBACKS, AND REFUND REQUEST PROCESS

A. Contact Us First

Before filing a chargeback, you agree to contact us at hero@aacio.io so we can investigate and attempt resolution.

B. Dispute Window

To be considered, you must submit refund/billing disputes within:

- [3] days of the charge date for billing errors, duplicate charges, or incorrect plan charges; and

- [3] days of noticing an unauthorized transaction (and no later than [30] days from charge date).

(You may adjust these numbers, but keep them tight if you want to match platform norms.)

C. What to Include

Send an email to hero@aacio.io with:

- account email / workspace name

- invoice/receipt ID

- charge date and amount

- reason for request

- supporting screenshots or documents

D. Chargebacks

If you initiate a chargeback without contacting us first or in a way that contradicts this Policy, we may suspend access while the dispute is pending and require settlement of outstanding balances before reinstatement.

9. REFUND METHOD AND TIMING

If approved, refunds are issued to the original payment method unless impossible (then we may use an alternative method).

Refund processing time: typically [5–15] business days, depending on banks/payment processors.

Payment processing fees may be deducted where permitted or where they are non-recoverable.

10. CONTACT

If you have any questions or concerns about this Refund Policy or our data practices, please contact us via email at hero@aacio.io or send us a chat through our Facebook page.