Refund and Cancellation Policy

Scope

This policy applies to paid Axiom Plus and Axiom Max subscriptions purchased through Stripe Checkout. Axiom supplies a digital service; there are no physical goods to return. This policy forms part of our Terms of Service.

Renewal and cancellation

Paid subscriptions renew automatically each month or year, depending on the interval you selected at checkout, until cancelled. You can cancel through the Stripe billing portal linked from Axiom Settings.

Unless the checkout or billing portal states otherwise, cancellation takes effect at the end of the current paid billing period. You can continue using paid features until that date, after which your account moves to the free plan. Cancelling prevents the next renewal but does not automatically refund the current period.

If you cannot access the billing portal, contact us before the renewal date. Include the email address associated with your account, but never send a full card number or security code.

Refunds and consumer guarantees

Services supplied to Australian consumers come with automatic guarantees, including that they will be provided with due care and skill, be fit for a disclosed purpose where applicable, and be supplied within a reasonable time where no time is fixed.

If Axiom has a major failure under the Australian Consumer Law, you may be entitled to cancel the affected service and receive a refund for the unused portion, or keep the service and seek compensation for the reduction in value. For a non-major problem, we may first have an opportunity to fix the issue within a reasonable time.

We will also investigate requests involving:

• duplicate or clearly incorrect charges;
• a charge made after a cancellation that should already have taken effect;
• unauthorised use of a payment method, subject to identity and security checks;
• a paid feature that was materially unavailable and could not be restored in a reasonable time;
• another circumstance where a refund is required by law.

We may offer a discretionary refund or credit in other circumstances, but are not required to refund a correctly charged period solely because you changed your mind, did not use the Service, forgot to cancel, or no longer need it. Any discretion is exercised consistently and does not affect statutory rights.

How to request billing help or a refund

Email support@mail.axiomvce.com with:

• the email address associated with the Axiom account;
• the date and amount of the charge;
• a description of the issue and the outcome you are requesting;
• relevant Stripe receipt or invoice identifiers, if available.

Do not send passwords, full payment-card details, or security codes. We may ask for additional information reasonably needed to verify the account, charge, and request. We aim to acknowledge requests promptly and ordinarily provide an outcome within 10 business days, although complex or provider-dependent matters may take longer.

How refunds are processed

Approved refunds are submitted through Stripe to the original payment method where possible. Bank and card-network processing times are outside Axiom’s control, so an approved refund may take additional business days to appear.

A refund may be full or partial depending on the legal remedy, affected period, service received, and circumstances. We will explain the outcome. If a disputed charge is already subject to a bank or card-provider process, Stripe may limit the actions we can take until that process finishes.

Account deletion

Account deletion is irreversible and removes access to the account and its learning data. It also attempts to delete the Stripe customer or cancel the related subscription. If you only want to stop renewal while keeping access for the rest of the paid period, cancel in the billing portal instead of deleting your account.

Deleting an account does not itself create a right to a refund. Any refund request is assessed under this policy and applicable law.

Changes to this policy

We may update this policy for service, provider, or legal changes. Material changes affecting an existing subscription will be notified as described in the Terms of Service and will not remove rights that have already accrued under applicable law.

Contact us

Billing and refund enquiries can be sent to support@mail.axiomvce.com.