This policy explains how refunds and cancellations work for paid SaoAI subscriptions and services. It applies to subscriptions purchased directly from us online, by invoice, or through a payment link. Where a signed service agreement with your organisation says something different, that agreement prevails.
If you are not satisfied with the Services, request a refund in writing within 14 days of the payment for your first paid subscription month. On approved requests we refund that payment in full to the original payment method. This applies to the first paid month only.
You may cancel at any time before your next billing date. The subscription ends at the end of the current paid period. Because access is provided immediately, fees for the period already running are non-refundable (except under 3.1).
If you cancel within the 14-day window under 3.1, we refund the unused full months on a pro-rata basis. After the 14-day window, annual payments are non-refundable but the subscription remains active until the end of the paid term.
Onboarding and configuration fees cover work performed to set up your tenant, content and channels. These are non-refundable once the work has started. If we are unable to deliver the agreed go-live for reasons within our control, the setup fee is refunded in full.
If you are charged twice or an incorrect amount is taken, contact us and we will correct or refund it in full.
Email billing@saoai.net (or reply to your receipt) with:
We acknowledge every request within 2 business days and aim to decide within 5 business days.
Approved refunds are issued to the original payment method. Bank and card networks typically take 5–10 business days to post a refund; international payments may take longer. Fees charged by the payment provider, if any, may be deducted where permitted by law.
You can cancel by emailing billing@saoai.net. Cancellation stops future renewals; it does not by itself trigger a refund unless you are within the 14-day window in 3.1. We may also suspend or terminate for non-payment or breach of our Terms of Service.
Please contact us before raising a chargeback — we resolve almost all issues quickly. If a chargeback is opened in error, we may suspend the account until it is resolved. Nothing in this policy limits your statutory rights.
Where you are a consumer in the EU/UK, you normally have a 14-day right to withdraw from a distance contract. By requesting access to the digital Services immediately, you agree that we may begin performance and that the right of withdrawal lapses once the Services are fully delivered. Business-to-business subscriptions are not affected by consumer withdrawal rights.
Questions about this policy? Email billing@saoai.net or contact@saoai.net.