Refund Policy

This Refund Policy explains how refunds work for paid AvenRelay subscriptions. It applies to the initial purchase of a paid plan for your Organization. It does not apply to the Free plan, which has no monetary cost.

AvenRelay uses organization-level billing. When you purchase a subscription, you are buying a plan for your Organization — the workspace that contains your team members, conversations, channels, and usage limits. The subscription belongs to the Organization, not to individual user accounts.

This policy should be read alongside ourTerms of ServiceandPrivacy Policy.

Paid AvenRelay subscriptions are eligible for a refund request made within14 days of the initial subscription purchase.

The refund amount is subject to the AI credit usage deductiondescribed in Section 3 below. If your Organization has used fewer than 1,000 AI credits during the eligible period, you will receive a full refund. If 1,000 or more AI credits have been used, a deduction applies.

Important: This 14-day guarantee applies to the initial subscription purchase only. It does not automatically renew or apply to subsequent recurring billing periods (renewals). See Section 6 for details on renewals.

AI credits measure the consumption of AI-powered features (AI responses, embeddings, and related operations). The deduction is calculated based on the total AI credits used by your Organization during the refund-eligible period.

Refund deduction rules:

• Fewer than 1,000 AI credits used: No deduction. You receive a full refund of the amount paid.
• 1,000 or more AI credits used: A deduction of$1 for every 500 AI credits used is applied to the refund amount.
• Maximum deduction: The deduction will never exceed the amount originally paid. The refund amount is calculated as:
  Amount paid − applicable AI usage deduction
  The result is never negative — you will not owe money beyond what you paid.

Calculation examples:

The formula: once usage reaches 1,000 credits, deduct $1 for every 500 credits used (including the first 1,000). The deduction is capped at the amount paid.

When a valid refund request is approved, AvenRelay calculates the refund as follows:

• Determine the amount originally paid for the initial subscription.
• Determine the total AI credits used by the Organization during the 14-day eligible period.
• Apply the deduction formula from Section 3.
• The refund issued is amount paid − deduction, with a floor of $0.

Refunds are issued to the original payment method via AvenRelay's payment and billing provider. We do not issue refunds to alternative payment methods or accounts.

Cancellation and refund are separate concepts. Cancelling a subscription does not automatically mean a refund is issued.

You can cancel your Organization's subscription at any time through the billing settings in your AvenRelay dashboard or via the customer portal provided by our payment and billing provider. Cancellation takes effect at the end of the current paid period — your Organization retains access to paid features until that date.

If you cancel within the 14-day money-back window and wish to request a refund, you must submit a separate refund request as described in Section 8. Cancellation alone does not trigger a refund.

We do not provide prorated refunds for partial-month usage outside of the 14-day money-back guarantee for the initial subscription.

Paid subscriptions renew automatically at the end of each monthly billing period unless cancelled before the renewal date.

The 14-day money-back guarantee does not apply to renewals. Once a subscription has renewed for a subsequent billing period, that renewal charge is not eligible for a refund under this policy, except as may be required by applicable law.

If you do not wish to continue, please cancel your subscription before the renewal date. You can view your next renewal date in your billing settings.

AvenRelay's Free plan does not require a paid subscription and therefore does not qualify for a monetary refund.

The Free plan is not a trial. It is a permanent tier with its own included limits (conversations, AI credits, team seats, etc.). You may use the Free plan indefinitely within its limits. If you upgrade to a paid plan, the 14-day money-back guarantee applies to that initial paid purchase.

Downgrading from a paid plan back to the Free plan is treated as a cancellation (see Section 5), not a refund. No monetary refund is issued for the remainder of a billing period when downgrading.

If you change plans (upgrade or downgrade) during a billing period, the treatment of any credit or refund depends on the capabilities of AvenRelay's payment and billing provider and the specific subscription transaction.

We do not guarantee automatic prorated refunds or credits for plan changes. If you have questions about a specific plan change, please contact support before making the change.

To request a refund under this policy, contact AvenRelay support at:

• Email: support@avenrelay.com
• Contact page: avenrelay.com/contact

Please include the following information:

• The email address associated with your AvenRelay account
• Your Organization/workspace name (to identify the subscription)
• The reason for the request (optional but helpful)
• The date of the initial subscription purchase (if known)

Do not provide sensitive payment information such as full card numbers, CVV codes, or bank account details. Our payment and billing provider handles all payment data securely.

Approved refunds are processed through AvenRelay's payment and billing provider. The time for funds to appear in your account may vary depending on the payment provider and your financial institution.

We aim to review and respond to refund requests within a reasonable timeframe. Once approved, the refund is initiated promptly. However, we do not control the processing timelines of card networks, banks, or other financial intermediaries.

If you have not seen the refund after a reasonable period, please contact support and we will investigate with the payment provider.

AvenRelay reserves the right to deny a refund request where there is evidence of:

• Fraudulent payment activity or use of stolen payment methods
• Payment abuse, including deliberate chargebacks without cause
• Repeated abusive refund requests across multiple accounts or subscriptions
• Deliberate circumvention of usage limits or credit guards
• Violation of AvenRelay's Terms of Service or Acceptable Use policy

This section exists to protect the integrity of the service and ensure fairness for all customers. Legitimate refund requests from genuine customers acting in good faith will always be considered under the standard policy above.

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

• General & billing questions: hello@avenrelay.com
• Refund requests & support: support@avenrelay.com
• Contact page: avenrelay.com/contact