top of page

Refund Policy

This Refund Policy explains how refunds, cancellations, and billing disputes are handled for products and services provided by CODE 11AI SOFTWARE DESIGN - FZCO (“Code 11AI”, “we”, “us”), including our software subscriptions, usage-based services, and professional services (collectively, the “Services”). By purchasing or using our Services, you agree to this Refund Policy.

​

Last updated: 2026-01-09

1) General principle

​

Our Services are primarily delivered digitally and are often made available immediately upon purchase. For that reason, fees are generally non-refundable, except where this policy explicitly states otherwise or where required by applicable law.

​

2) Subscription plans (monthly / annual)

Monthly subscriptions:

  • You may cancel at any time. Your subscription will remain active until the end of the current billing period.

  • We do not provide prorated refunds for partial months, except where required by law or expressly approved by us in writing.​

Annual subscriptions:

  • Annual plans may be offered at a discounted rate. Unless required by law, annual fees are non-refundable once the subscription term begins.

  • If we approve an exception, any refund (if granted) may be reduced to reflect: (i) time used, and/or (ii) the difference between annual pricing and the month-to-month rate.

​3) Free trials and demos

​

If a free trial is offered, it is provided so you can evaluate the Services before being charged.

  • If you do not wish to be charged, you must cancel before the trial ends.

  • Charges that occur because the trial was not canceled in time are not refundable, except where required by law.

​

4) Setup fees, onboarding, and professional services

​

Certain offerings may include one-time fees (e.g., onboarding, setup, configuration, custom workflows, integrations, copywriting, training, or implementation services).

  • Setup and professional service fees are non-refundable once work has started (including discovery, configuration, drafting, integration, or any time reserved or delivered).

  • If you cancel before work starts, we may refund at our discretion, minus any non-recoverable costs (e.g., contractor time already booked, third-party purchases).

 

5) Usage-based charges and third-party costs

 

Some Services may include usage-based components (for example, telephony minutes, SMS/WhatsApp messaging, AI model usage, email delivery, or other third-party metered services).

  • Usage-based charges are non-refundable once incurred.

  • Third-party fees (including but not limited to telephony or messaging provider charges) are non-refundable if we have already been billed for them.

 

6) When refunds may be granted (limited exceptions)

 

We may consider a refund only in limited circumstances, such as:

  • Duplicate charges (e.g., you were charged twice for the same period).

  • Billing errors caused by us (e.g., incorrect plan charged due to our system error).

  • Service unavailability that is substantial and directly attributable to us, and not due to: scheduled maintenance, third-party outages, force majeure, your configuration, your internet/provider, or your misuse.

If a refund is approved, we may issue it as:

  • a full or partial refund, or

  • account credit (if you agree),
    and we may deduct usage-based and third-party fees already incurred.

 

7) Non-refundable items (for clarity)

 

The following are not refundable unless required by law:

  • Subscription fees already paid for a current billing period (monthly or annual)

  • Setup/onboarding fees after work has started

  • Usage-based charges (minutes, messages, AI usage, etc.)

  • Third-party pass-through costs

  • Custom development, custom design, or bespoke deliverables once started or delivered

  • Charges resulting from failure to cancel before renewal or before trial end

  • Promotional/discounted purchases where terms specify “final sale”

 

8) Cancellations

​

To cancel, use your account billing portal.

 

Cancellation stops future renewals. You will retain access until the end of the current billing cycle unless your account is terminated earlier for policy violations.

 

9) Chargebacks and payment disputes

 

If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Filing a chargeback without first attempting resolution may result in:

  • immediate suspension of your access to the Services, and/or

  • refusal of future purchases until the dispute is resolved.

We reserve the right to provide relevant account information, usage logs, and communication history to the payment processor to contest fraudulent or improper chargebacks.

 

10) Refund request process

 

To request a refund, contact sales@code11ai.com and include:

  • Account email and company name

  • Invoice/transaction ID (if available)

  • The amount and date of the charge

  • A brief explanation of the issue

Review timeline: We typically review requests within [5] business days. If approved, processing time depends on your payment method and bank/payment provider.

​

11) Termination for misuse or policy violations

​

If your account is suspended or terminated due to violation of our Terms (including abuse, fraud, unlawful content, or misuse of the Services), you are not eligible for a refund.

​

12) Changes to this policy

We may update this Refund Policy from time to time. The “Last updated” date will reflect the latest version. Continued use of the Services after updates means you accept the revised policy.

bottom of page