This Refund Policy describes when and how refunds are issued for RetainIQ subscriptions and services offered by Aielevate Pte. Ltd. ("Company," "we," "us," "our"), doing business as RetainIQ.

1. Subscription Fees

Subscription fees are billed in advance and are non-refundable except as expressly stated in this policy. You may cancel your subscription at any time; your access will remain active until the end of the current billing period, and you will not be charged for subsequent periods.

2. Eligibility for Refund

Refund requests may be considered in the following circumstances:

Within 7 days of the initial paid charge (following any free trial period) if the Service has not been used substantively; or
In cases of duplicate or erroneous charges verified by us.

Refunds outside these circumstances are granted solely at our discretion. We reserve the right to determine what constitutes substantive use of the Service.

3. Free Trial

RetainIQ offers a free trial period for new users. No charges are made during the free trial. The 7-day refund window described in Section 2 begins from the date of the first charge following expiry of the free trial period.

4. Success Fees

Success fees charged on recovered or reactivated revenue are earned upon successful recovery and are non-refundable. An exception applies where the underlying recovery is subsequently reversed, disputed, or charged back by the end customer, in which case the corresponding success fee will be credited or refunded proportionally.

5. Enterprise Customers

Customers operating under a separate enterprise agreement or custom contract are subject to the refund terms set out in their applicable agreement. This policy applies to self-serve subscription plans only.

6. How to Request a Refund

To request a refund, contact us at support@ailelevate.com with the following information:

Your account email address
The date and amount of the charge
The reason for your refund request

We aim to respond within 5 business days. Approved refunds will be processed to the original payment method within 10 business days of approval.

7. Chargebacks

We encourage you to contact us before initiating a chargeback with your payment provider. Unresolved chargebacks may result in suspension of your account pending investigation.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated by updating the "Last updated" date above and, where appropriate, by email notification to your registered account address.

9. Contact Us

For refund-related queries, please contact:

Aielevate Pte. Ltd. (DBA RetainIQ)
1 North Bridge Road, #18-03, High Street Centre
Singapore 179094
Email: support@ailelevate.com