Refund & Cancellation Policy

This document is published in English. The English text is the governing version.

Cancellations, renewals, refunds and your rights under the Australian Consumer Law.

1. Overview

This Refund & Cancellation Policy explains how AI Solution Technologies Pty Ltd (“AI Solution Technologies”, “we”, “us” or “our”) handles cancellations, renewals and refunds for subscriptions to the Hivenox platform (the “Service”). It applies together with our Terms & Conditions and any Order or signed agreement.

2. Subscriptions and billing

The Service is provided on a recurring subscription basis (for example, monthly or annual). Fees are billed in advance for each billing period. Your plan, price and billing cycle are set out at sign-up or in your Order.

3. Free trials and demos

Where we offer a free trial or demo, you will not be charged during the trial period. If you do not upgrade to a paid plan, your access will end or your account may be downgraded at the end of the trial. If you provide payment details for a trial that converts to a paid plan, you authorise us to charge the applicable fees when the trial ends, unless you cancel beforehand.

4. Your rights under the Australian Consumer Law

Nothing in this Policy limits or excludes rights you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Where it applies, the Service comes with guarantees that cannot be excluded, including that it will be provided with due care and skill and be reasonably fit for any specified purpose. If there is a major failure, you may be entitled to a refund for the unused portion or to cancel; for other failures, you may be entitled to have the problem remedied within a reasonable time.

5. Cancellation by you

You may cancel your Subscription at any time through your account settings or by contacting us. Unless required by law or stated otherwise:

Monthly plans — cancellation takes effect at the end of the current billing month; you retain access until then, and fees already paid for the current month are not refunded.
Annual plans — cancellation stops future renewals; the Subscription continues until the end of the paid annual term, and pre-paid annual fees are generally non-refundable except where required by law.
Auto-renewal — to avoid renewal, you must cancel before the renewal date. Once a renewal has been charged, that term is generally non-refundable except as required by law.

6. Downgrades and reduced usage

If you downgrade your plan or reduce the number of users, the change generally takes effect at the next billing period. We do not provide refunds or credits for unused time, seats or features within a paid period, except where required by law.

7. Cancellation by us

We may suspend or cancel your Subscription where you materially breach the Terms & Conditions (including non-payment), where required by law, or to protect the Service. Where we cancel other than for your breach, we will refund pre-paid fees for the unused portion of your then-current term.

8. Non-refundable items

Except where required by law, the following are non-refundable: fees for the current billing period once it has begun; usage-based charges already incurred (including AI usage, storage and overages); third-party fees, licences and pass-through charges; and one-off setup, onboarding, implementation or professional-services fees once the relevant work has been performed.

9. How to request a refund

To request a refund, contact us at info@hivenox.com with your account details, invoice reference and the reason for your request. We will acknowledge your request and aim to assess it within 10 business days. Approved refunds are made using the original payment method where practicable, within a reasonable period.

10. Disputes

If you are dissatisfied with the Service or a refund decision, please contact us first so we can try to resolve the matter. Disputes are handled under the dispute resolution provisions of our Terms & Conditions and applicable law.