Refunds

1. How to raise a complaint

Send any complaint about a charge, about how it was calculated, or about how the service works, by email to support@avenos.ai, from the address your account is registered with. So that we can act without going back and forth, please include:

• the name of the company or sole trader, and the tax number;
• the invoice number, or the date and amount of the charge you are writing about;
• what went wrong and what you are asking for (a correction, a refund, a cancellation).

Your invoices and the full billing history are in the Paddle customer portal, which you reach from the app under Settings, then Subscription, then "Manage your subscription".

2. How quickly we answer

We acknowledge your message by the next working day at the latest. We send our decision in writing (by email) within 8 days of receiving the complaint. If we accept it, the reply also tells you when it will be resolved.

3. Refunds

Refund with no reason required: within 14 days of a charge you can ask for that amount back without giving a reason - this applies to every customer and to every charge (the first one, a monthly renewal or an annual one). Send the request to support@avenos.ai, or go directly to Paddle at paddle.net.

Regardless of that window, we also refund in the following cases:

• a duplicate or incorrectly calculated charge;
• a charge taken after the subscription was cancelled;
• a material breach of the Terms of Service on our side;
• where a refund is required by applicable law.

Refunds are issued to the payment method used for the payment, within 14 days of the request being accepted. They are carried out by Paddle, our authorized reseller (merchant of record), because Paddle also took the payment. How long the money takes to appear on your statement depends on your card issuer.

After the 14 days from a charge have passed, access to the service stays active to the end of the period you have already paid for (cancellation - point 4).

4. Your right to cancel

You can cancel at any time, with one click in the app (Settings, then Subscription), with no exit fee and without giving a reason. After cancelling:

• the trial (the first 7 days) is free and card-less, so there is nothing to cancel and nothing to charge - if you never pick a plan, the assistant simply stops answering when the trial ends;
• if you cancel during a paid period - the next charge does not happen, and the service runs to the end of the period you paid for;
• the account then stays read-only for another 90 days - you can log in and download your data, but the AI does not reply and automated messages are not sent. Once those 90 days pass the account is no longer accessible; to have your data deleted, email us.
• each client's data (profile, appointments, conversations) downloads from their record as a CSV file, which opens in Excel.

5. Consumer right of withdrawal

Avenos is intended for companies and sole traders. If consumer protection rules do nonetheless apply to you, your statutory rights are unaffected - the no-reason refund window in point 3 also covers the statutory 14-day right to withdraw from a distance contract.

6. Out-of-court settlement

If you are not satisfied with our answer, the dispute can be settled out of court in accordance with the applicable regulations of the Republic of Serbia. Our jurisdiction and governing law are set out in the Terms of Service.

7. Contact

PROZONE AI DOO, Novo Selo 3, 75, 21208 Sremska Kamenica, Srbija
Email: support@avenos.ai
Full company details: Contact.