Refund Policy

We offer a free trial period (typically 14 days) to allow prospective Customers to evaluate the Platform before committing to a paid subscription. No payment is required during the trial period, and no refunds are applicable as no fees have been charged.

Once the Customer transitions from the free trial to a paid subscription and the first payment is successfully processed, the Customer has fourteen (14) days from the date of payment to cancel and receive a full refund.

After the 14-day refund period expires, the no-refund policy takes full effect. The combination of the free trial period (typically 14 days) and the 14-day money-back guarantee provides adequate opportunity for evaluation totaling up to 28 days of risk-free assessment.

In accordance with Paddle's Buyer Terms and to reduce payment disputes, we offer a fourteen (14) day money-back guarantee on all initial subscriptions and upgrades.

Eligibility:

• Applies to all new subscriptions (first-time payment after trial)
• Applies to plan upgrades (14 days from upgrade payment date)
• Applies to annual subscriptions (14 days from annual payment date)
• Does not apply to subscription renewals (see Section 11)

How to Request a Refund Within 14 Days:

1. Contact us at support@bayx.app within 14 days of your payment date
2. Provide your Account email address and reason for refund (optional but helps us improve)
3. We will process the refund within 5-7 business days

Refund Amount:

Full refund of the subscription fee paid, issued to the original payment method via Paddle.

Account Access:

Upon refund approval, your Account will be immediately downgraded to the free trial (if available) or deactivated. You will not retain access for the remainder of the billing period once a refund is issued.

One-Time Courtesy:

The 14-day money-back guarantee is offered as a one-time courtesy per customer. Customers who have previously received a refund under this policy may not be eligible for future refunds except as required by law or in cases of billing errors (Section 4).

The Customer may cancel their subscription at any time in accordance with Section 6.3 of the Terms of Service by accessing Account settings or contacting support@bayx.app

Upon cancellation after the 14-day money-back guarantee period (Section 2.3):

• The Customer will not be charged for subsequent billing periods;
• The Customer retains full access to the Platform until the end of the current prepaid billing period (monthly or annual);
• No pro-rated refund will be provided for the remaining days or months in the current billing period.

For cancellations within 14 days of payment: See Section 2.3 (14-Day Money-Back Guarantee) for full refund eligibility.

Example: If a Customer with a monthly subscription paid on January 1st:

• Cancels on January 10th (within 14 days): Eligible for full refund; immediate access termination upon refund
• Cancels on January 20th (after 14 days): No refund; retains access until January 31st

If the Customer requests immediate Account closure before the end of the prepaid period, access will be terminated immediately, but no refund will be provided for the unused time.

If We or our payment processor erroneously charge the Customer due to a technical error, system malfunction, or duplicate processing, the Customer is entitled to a full refund of the erroneous charge to the original payment method.

Examples of refundable billing errors include:

• Duplicate charges for the same billing period;
• Charges applied to a cancelled Account after the cancellation effective date;
• Charges for an incorrect amount exceeding the applicable Subscription Plan price;
• Unauthorised charges resulting from Our system failure (not including compromised Customer credentials).

To request a refund for a billing error:

• The Customer must contact Us at support@bayx.app within thirty (30) days of the erroneous charge;
• Provide Account details, transaction date, amount charged, and description of the error;
• We will investigate the claim within ten (10) business days;
• If the error is confirmed, We will issue a full refund to the original payment method within fifteen (15) business days.

Failure to report billing errors within 30 days constitutes acceptance of the charge.

If the Customer initiates a chargeback, payment reversal, or dispute through their bank or payment provider without first contacting Us, the Account will be immediately suspended pending resolution. Fraudulent or unjustified chargebacks may result in Account termination and forfeiture of all prepaid fees.

While We use commercially reasonable efforts to maintain Platform availability, the Platform is provided "AS IS" without guaranteed uptime (Section 12.3 of the Terms of Service).

Notwithstanding the no-refund policy, if the Platform experiences complete unavailability (100% inaccessible to all users) resulting in monthly availability below 90% in any calendar month, the Customer may request a pro-rated refund for that month.

Calculation:

90% availability threshold = allowable downtime of approximately 72 hours (3 days) per 30-day month.

Complete unavailability means the Platform is entirely inaccessible; degraded performance, slow loading times, or partial feature outages do not qualify.

Downtime refunds do not apply to unavailability caused by:

• Scheduled maintenance announced at least 48 hours in advance;
• Emergency security patches or critical system updates;
• Force Majeure events (Section 16 of the Terms of Service), including natural disasters, internet service provider failures, infrastructure provider outages, cyberattacks, or government actions;
• Customer actions, including misconfigurations, Acceptable Use Policy violations, or failure to maintain valid payment methods;
• Third-party service failures outside Our direct control, including cloud hosting providers, DNS providers, or payment processors;
• Scheduled Account suspension due to non-payment or Terms violations.

To request a downtime refund:

• The Customer must submit a written request to support@bayx.app within fifteen (15) days following the end of the affected calendar month;
• Provide specific dates and times of unavailability experienced;
• We will review system logs and availability metrics to verify the claim;
• If downtime is confirmed to exceed the 90% threshold after applying exclusions, We will issue a pro-rated refund calculated as: Refund Amount = (Monthly Subscription Fee) × (Excess Downtime Hours ÷ 720 hours)

Refunds will be issued to the original payment method within thirty (30) days of claim verification.

The pro-rated refund described in this Section is the Customer's sole and exclusive remedy for Platform unavailability. No additional damages, compensation, or service credits will be provided.

Under EU Consumer Rights Directive (2011/83/EU) and UK Consumer Contracts Regulations 2013, consumers ordinarily have a 14-day cooling-off period to cancel online purchases and receive a full refund.

Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013, consumers have a statutory 14-day cooling-off period to cancel online purchases and receive a full refund.

BayX honors this right through our 14-Day Money-Back Guarantee (Section 2.3), which allows customers to cancel and receive a full refund within 14 days of purchase.

By subscribing to BayX, the customer acknowledges that:

• Services are delivered immediately upon Account activation.
• The Customer may exercise the right of withdrawal within 14 days and receive a full refund by contacting support@bayx.app.
• The 14-day withdrawal right applies in addition to any free trial period offered.
• After 14 days, the right of withdrawal expires, and standard cancellation terms apply (Section 3).

This approach complies with Article 16(a) of Directive 2011/83/EU while providing consumer protection through Paddle's Buyer Terms.

Nothing in this Refund Policy limits or excludes statutory consumer rights that cannot be waived under applicable law, including rights relating to faulty digital content, misrepresentation, or unfair contract terms.

If We terminate the Customer's Account for cause pursuant to Section 6.4 of the Terms of Service, including but not limited to:

• Material breach of Terms;
• Acceptable Use Policy violations;
• Fraudulent activity or misrepresentation;
• Illegal use of the Platform;
• Security threats or abusive conduct;

All prepaid subscription fees are forfeited entirely, and no refunds or credits will be provided.

Forfeiture serves as a deterrent against misuse and compensates Us for administrative costs, reputational harm, legal exposure, and resource consumption associated with Terms violations.

All approved refunds will be issued to the original payment method used for the transaction (credit card, debit card, or payment account). We do not issue refunds via alternative methods, cash, cheque, or wire transfer.

Refunds are typically processed within fifteen (15) business days of approval. The time for funds to appear in the Customer's account depends on the payment provider and may take an additional 5-10 business days.

Refunds are issued in the same currency as the original payment. Currency conversion fees, exchange rate fluctuations, or international transaction fees imposed by banks or payment providers are the Customer's responsibility.

We are not responsible for non-refundable payment processing fees charged by third-party payment providers (typically 2-3% of transaction value). Refunds reflect the net amount received by Us, not the total amount charged to the Customer by their payment provider.

The 14-day money-back guarantee (Section 2.3) does not apply to automatic subscription renewals (second month onward, or second year for annual plans).

Rationale:

• Renewals occur after the Customer has had extended opportunity to evaluate the Platform
• The Customer has already benefited from the 14-day guarantee on the initial subscription
• Customers receive advance notice of upcoming renewals and may cancel before the renewal date

For Renewals:

• Customers may cancel at any time to prevent future renewals
• No refunds are provided for renewal payments already processed
• Access continues until the end of the prepaid renewal period

Exception for Annual Renewals:

Customers who forget to cancel before an annual renewal may contact support@bayx.app within 48 hours of the renewal charge for exceptional consideration, reviewed on a case-by-case basis.