1. Overview
At Axos, we want you to be satisfied with our service. This Refund Policy outlines the conditions under which refunds may be granted. Our policy balances customer satisfaction with protection against abuse: we offer generous refunds when usage is low, and review higher-usage cases individually.
2. Subscription Refunds (Pro and Max)
2.1 Token Usage Threshold
Because our subscriptions include a monthly allowance of tokens (37 for Pro, 70 for Max), refund eligibility depends on how many tokens you have consumed during the current billing cycle:
- Less than 20% of tokens consumed (≤7 tokens for Pro, ≤14 for Max) within 7 days of payment: full refund granted.
- 20% or more consumed: refund is not granted, except for service quality issues (see Section 2.3).
We only issue full refunds. Partial refunds are not supported. When a refund is approved, the entire payment is returned and your subscription is cancelled, returning your account to the Free tier.
2.2 Renewal Payments
Refunds for automatic renewal payments follow the same token-usage threshold as initial purchases. We recommend reviewing your subscription at least 5 days before your renewal date if you wish to cancel.
2.3 Service Quality Issues
Regardless of token usage, you are eligible for a full refund if you experienced any of the following:
- Repeated technical failures preventing analyses, reports, or research from completing
- Significant service downtime during your billing cycle
- Output quality issues confirmed as a product defect (not preference-based dissatisfaction)
- Errors caused by our infrastructure (LLM provider outages, data source failures, etc.)
To qualify, please describe the issue in your refund request with specific examples (timestamps, transaction IDs, screenshots if available).
2.4 Plan Upgrades and Downgrades
When you upgrade between plans (e.g., Pro to Max), a separate prorated charge is created for the price difference. Refunds applied to any subscription-related charge—including upgrade prorations—will return your account to the Free tier.
If you upgraded by mistake and want to return to your previous plan without cancelling entirely, please use the "Switch plan" option in your account settings. The downgrade will take effect at the end of your current billing period, allowing you to continue using the higher tier you already paid for.
We do not issue refunds for upgrade charges if substantial token usage occurred after the upgrade.
2.5 EU/UK Customers
Customers in the EU, UK, and EEA have a statutory 14-day right to withdrawfrom any digital service contract under consumer protection law. This right is waived once you actively use the Service by consuming tokens, in accordance with applicable digital content provisions.
3. Token Pack Purchases
Token packs (one-time purchases) are non-refundable once the tokens have been added to your account, with the following exceptions:
- Technical errors resulting in duplicate charges
- Unauthorized transactions (subject to verification)
- Service unavailability preventing token usage
- Less than 10% of the purchased tokens consumed within 7 days, in cases of genuine dissatisfaction
4. How to Request a Refund
To request a refund, please contact our support team with the following information:
- Your account email address
- Date of the transaction
- Reason for the refund request
- Transaction ID (if available)
Contact us at: support@axoss.io
5. Refund Processing
Once a refund is approved:
- Refunds are processed within 5-10 business days
- The refund will be credited to the original payment method
- Your subscription access will be terminated immediately upon refund approval
- Any unused tokens received as part of the subscription will be removed from your balance
- Tokens already consumed cannot be recovered. For pro-rated refunds, the value of consumed tokens (calculated at $0.713 per token) is deducted from the refund amount
6. Cancellation vs. Refund
Cancellation and refund are different:
- Cancellation: Stops future charges. You retain access until the end of your current billing period.
- Refund: Returns money for a previous charge. Access is typically terminated upon refund approval.
You can cancel your subscription at any time through your account settings without needing to contact support.
7. Disputes and Chargebacks
Before initiating a chargeback with your bank or credit card company, we encourage you to contact us first. We are committed to resolving issues fairly and promptly.
Chargebacks initiated without prior contact may result in account suspension pending investigation.
8. Exceptions
We reserve the right to deny refund requests in cases of:
- Abuse of the refund policy
- Violation of our Terms of Service
- Fraudulent activity
- Requests made outside the eligible refund period
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated revision date. Significant changes will be communicated via email or through the Service.
10. Landing Page Services (Axoss)
The refund terms above were originally written for the Axos cryptocurrency platform. For the Axoss landing page service (custom landing page design and delivery), the following specific rules apply and supplement the sections above.
10.1 Refund Window
The landing page service is a one-time payment, not a subscription. You may request a refund within 7 calendar days after the page is delivered to your approved preview URL.
10.2 Refund Eligibility
You are eligible for a refund if:
- The delivered landing page materially fails to match what was agreed in writing
- We are unable to deliver a working preview within a reasonable timeframe after payment
- Technical issues on our side prevent you from accessing or using the delivered page
10.3 Non-Refundable Cases
Refunds are not available when:
- The request is made more than 7 days after delivery
- You have approved the preview and the page has been published on your domain
- The dissatisfaction concerns subjective taste (color, copy tone) without prior written feedback during the revision phase
10.4 How to Request
Email support@axoss.io with the preview URL and a brief description of the issue. We will respond within 2 business days and process eligible refunds within 7 business days via the original payment method (Stripe).
11. Contact Us
If you have any questions about this Refund Policy, you can reach us at:
AxosAI, Inc.
2942 North 24th Street
Phoenix, AZ 85016, United States
EIN 30-1481275
Email: support@axoss.io