Refund Policy

1. Overview

This Refund Policy applies to all subscriptions and purchases made through Replai, a product of Axcelarate LLC. We want you to be satisfied with the Service, and we handle refunds on a case-by-case basis with your satisfaction as a priority.

All payments are processed through Paddle, our authorized merchant of record. Paddle may have additional policies that apply to your purchase.

2. Monthly Subscriptions

Monthly subscription fees are non-refundable once the billing period has started. This applies to all monthly plans (Starter, Growth, and Scale).

• You may cancel your monthly subscription at any time
• Upon cancellation, you will retain access to the Service until the end of your current paid billing period
• No refund will be issued for the remaining days in the billing period
• Your account and data will be retained for 30 days after the billing period ends, after which they may be deleted

We strongly encourage you to take advantage of any trial period or free features before subscribing to ensure the Service meets your needs.

3. Annual Subscriptions

Annual subscriptions may be eligible for a refund under the following conditions:

3.1 14-Day Refund Window

If you are not satisfied with the Service, you may request a full refund within 14 calendar days of your initial annual subscription purchase. This 14-day window applies only to your first annual purchase and does not apply to renewals.

3.2 After 14 Days

After the 14-day window has passed, annual subscriptions are generally non-refundable. However, we may consider prorated refunds on a case-by-case basis in exceptional circumstances, such as:

• Prolonged Service unavailability caused by us (more than 72 consecutive hours)
• Material changes to the Service that substantially reduce its functionality
• Documented technical failures that prevent you from using the Service

3.3 Annual Renewals

Annual subscription renewals are non-refundable. To avoid being charged for a renewal, you must cancel your subscription at least 24 hours before the renewal date.

4. Setup Fees

If you have engaged Axcelarate LLC for AI agent setup, implementation, or onboarding services in connection with your Replai subscription:

• Setup fees are non-refundable once work has commenced
• If we have not yet started work, a full refund of the setup fee may be issued within 48 hours of payment
• Partial refunds for incomplete setup work will be assessed on a case-by-case basis

5. Refund Eligibility

To be eligible for a refund, the following conditions generally apply:

• The request must be submitted within the applicable refund window (14 days for annual subscriptions)
• Your account must be in good standing (not suspended for violations of our Terms of Service)
• The refund request must be submitted by the account holder
• You must not have previously received a refund for the same subscription

6. How to Request a Refund

To request a refund, please contact us with the following information:

1. Send an email to contact@axcelarate.io with the subject line: "Refund Request — [Your Account Email]"
2. Include your account email address and the date of purchase
3. Briefly describe the reason for your refund request
4. If applicable, describe any technical issues you experienced

We will review your request and respond within 3 business days. We may ask for additional information to process your request.

7. Processing Time

Once a refund is approved:

• Refunds are processed through Paddle, our payment processor
• Refunds typically appear on your original payment method within 5–10 business days, depending on your bank or card issuer
• You will receive an email confirmation once your refund has been processed

Refunds are issued in the original currency of the transaction. We are not responsible for any currency conversion differences.

8. Exceptions

Regardless of the standard policy, we will issue a refund or credit in the following circumstances:

• Service outage: If the Service is unavailable for more than 72 consecutive hours due to our fault, you are eligible for a prorated credit or refund for the affected period
• Duplicate charges: If you are charged more than once for the same subscription period, we will immediately refund the duplicate charge
• Unauthorized charge: If you did not authorize a charge, contact us immediately. We will investigate and issue a refund if the charge is confirmed to be unauthorized
• Technical failure: If a documented bug or technical failure on our end prevented you from using a feature you paid for, we will assess a credit or refund on a case-by-case basis

9. Cancellation vs. Refund

Cancelling your subscription and requesting a refund are two separate actions:

• Cancellation stops future charges. You retain access to the Service until the end of your paid period. No refund is issued for the current period.
• Refund request asks for money back for charges already made. Cancellation does not automatically trigger a refund.

If you want to cancel and receive a refund, you must take both actions: cancel your subscription in your account settings, and submit a refund request as described in Section 6.

To cancel your subscription, log in to your Replai account and navigate to Billing Settings, or email us at contact@axcelarate.io.

10. Contact

For refund requests, billing questions, or any issues with your subscription, please reach out:

• Email: contact@axcelarate.io
• Subject line: "Refund Request — [Your Account Email]" or "Billing Question"
• Response time: Within 3 business days
• Company: Axcelarate LLC, Maryland, USA

We are committed to resolving any billing issues fairly and promptly. If you have a concern that is not addressed in this policy, please contact us and we will work to find a resolution.