Refund & Cancellation Policy#

AI WorkerX Sdn. Bhd.
Company No.: 202501054192 (1655598-U)

Last Updated: 15 September 2026

Effective For All Users Worldwide

1. Introduction#

This Refund & Cancellation Policy (“Policy”) governs subscription cancellations, refunds, billing cycles, and payment obligations for all users of AI WorkerX Sdn. Bhd. (“AI WorkerX”, “we”, “us”, “our”).

This Policy forms part of the Terms & Conditions and should be read together with it.

1.1 Calendar-Month Billing Summary#

Except for a new customer’s last-day signup described below, monthly plans using the new calendar-month schedule are charged for the first partial month from activation through month-end, inclusive. The first charge is the applicable monthly fee × included calendar days ÷ the actual days in that month, rounded once to the currency’s smallest unit. The checkout states the fee, dates, days, tax/discount treatment, first amount and next collection date/time. Subsequent full-month fees are collected on the last calendar day of the preceding month in advance for the following month, using MYT (UTC+8; Asia/Kuala_Lumpur). The subscription-included monthly Plan Response allowance is also prorated for the initial period: included calendar days ÷ actual days in the activation month × the subscribed plan’s full monthly Plan Response allowance. Both the activation date and month-end date are included. Any whole-Response rounding method and the final allocation must be disclosed before payment, as explained in Terms Section 6.9.

For example, RM1,200 per month activated on 7 September 2026 costs RM960 for 7–30 September (24/30 days). RM1,200 collected on 30 September pays for 1–31 October; RM1,200 collected on 31 October pays for 1–30 November. These are separate service periods, not duplicate charges. The illustration assumes no additional tax/discount or price change. For the Business plan with 30,000 Plan Responses per month, 7–30 September provides 24 ÷ 30 × 30,000 = 24,000 Plan Responses. They are available after successful activation until September month-end. The following full Service Month receives a separate full 30,000 Plan Responses, subject to the applicable access and payment rules.

New-customer last-day signup: if a new customer subscribes and successfully completes the initial payment on the last calendar day of a month in MYT, the signup day’s prorated subscription fee is waived. Only one full monthly subscription payment is collected at signup, for the whole next calendar month. After successful payment, access for the remaining signup day is provided at no additional subscription charge. The paid Service Month begins on the first day of the next month. The prepaid month will not be charged again on the signup day or at the start of that month. The next charge is on the last day of the prepaid month for the month after it. Checkout and the receipt show the waived day, prepaid service dates and next collection date. The Response allowance is not waived or set to zero: successful activation gives one included day ÷ actual days in the signup month × the subscribed plan’s full monthly Plan Response allowance for use only during the remaining signup day. Next month’s full allowance begins separately at 00:00 MYT on its first day; it is not available early and is not reduced by permitted signup-day usage.

For example, a new customer subscribing on 30 September 2026 at RM1,200 per month pays RM1,200 for 1–31 October, pays no prorated subscription fee for 30 September, and is next charged RM1,200 on 31 October for 1–30 November. This assumes no additional tax/discount or price change. With 30,000 Plan Responses per month, that customer receives 1 ÷ 30 × 30,000 = 1,000 Plan Responses for 30 September 2026 and a separate full 30,000 Plan Responses for 1–31 October 2026. Any unused September allocation expires at month-end under Terms Section 6.12; it is not added to October’s allowance.

Monthly add-ons follow the same schedule unless otherwise expressly agreed. Annual subscriptions retain their disclosed annual schedule; Top-Ups and one-time setup, integration or training purchases are not automatically prorated or placed on monthly renewal. The full operational rules, allowance timing and migration provisions are in Section 6 of the Terms & Conditions. A signed Order Form with an expressly different arrangement takes precedence for that account.

1.2 Non-Excludable Rights and Billing Corrections#

Nothing in this Policy excludes any mandatory refund, consumer, statutory or cardholder rights. A valid billing correction, duplicate-charge refund or refund expressly due under this Policy is not reduced by the damages cap in the Terms & Conditions. No statement that a payment is non-refundable permits us to retain an amount collected in error or contrary to a timely cancellation.

2. Subscription Cancellation by Customer#

2.1 How to Cancel#

You may cancel at any time using the cancellation control in the billing portal. Cancellation must be performed by the owner or a user with the necessary account/billing authority. For assistance, contact support@aiworkerx.com. We record the cancellation timestamp and confirm the service-end date and any remaining properly due amount. A timely cancellation instruction received by support will be honoured even if its processing is delayed. Removing a card, stopping use or allowing a payment to fail does not itself cancel the subscription.

2.2 Effective Date of Cancellation#

For calendar-month plans, cancel before the next month-end Renewal Charge Date and time shown in the billing portal to avoid that next month’s fee. If cancellation is received before the cutoff, the subscription ends at the end of the current paid service period, including a first prorated period where applicable or the prepaid next Service Month for a last-day signup under Section 1.1. A cancellation on the first day of the next month may be too late because its charge was already due on the previous month’s last day.

If a valid renewal charge for the next Service Month has already been collected or become due under the accepted schedule, cancellation prevents later renewals but does not automatically refund or erase that committed month’s fee. Access remains available for the paid service period, subject to the Terms. Any disputed, erroneous or legally refundable charge is handled under Sections 3 and 7. Annual plans and signed Order Forms retain their expressly agreed service-end and renewal rules.

2.3 Payment Obligations Until End of Term#

You remain responsible for fees properly accrued for a service period already activated or renewed under the accepted schedule, but not for an unauthorised renewal after a timely cancellation. Once a recurring-payment mandate is cancelled or withdrawn, we stop further automatic charges and pending retries under it. A properly accrued unpaid balance may remain due and can be addressed through an authorised manual arrangement or the dispute process; we do not treat it as permission to keep charging a cancelled mandate. Suspension alone does not erase a debt, and Section 6.7 prevents indefinite new monthly charges for wholly suspended later months.

2.4 Initial Proration and the Last-Day Waiver Are Not Refunds#

Charging a reduced amount for the first partial month is a billing calculation, not a promise of a partial refund for cancellation, non-use or payment-related suspension. Fees properly paid for an activated or renewed service period remain non-refundable by default, subject to Section 3, termination without cause under Section 4.2 and mandatory legal rights. The complimentary signup day under Section 1.1 has no paid subscription value to refund and is not retrospectively charged because you later cancel. This does not reduce any refund otherwise due for the prepaid next Service Month. Likewise, prorating Plan Responses, including the complimentary one-day allocation, determines the available usage allowance and does not create a cash balance or an automatic refund entitlement. Unused Plan Responses remain subject to the expiry and no-cash-value rules in Terms Sections 6.12–6.13. This does not limit correction of an allocation error or any mandatory remedy.

2.5 Automatic Renewal Notice#

The checkout and billing portal show the next collection date/time, amount and covered service period. Monthly advance charges occur on the last calendar day of the preceding month, even on a weekend or public holiday. Cancel before that displayed collection time to avoid the charge. We may send additional renewal reminders and will send any advance notice required by law or applicable payment rules. Existing accounts are migrated only as described in Terms Section 6.16; a change of schedule does not justify overlapping or backdated charges.

2.6 Cancellation Does Not Refund Top-Ups#

Cancelling a subscription does not automatically refund or forfeit unused Top-Up Responses. Their original 12-month expiry remains unchanged unless a different expressly agreed or legally required treatment applies. A Top-Up balance is a usage entitlement, not money that automatically pays overdue subscription fees. Using a balance remains subject to the account’s eligible features and access status; while affected paid services are suspended, those services cannot consume Top-Ups. Suspension does not itself extend Top-Up expiry.

3. Refunds#

3.1 Non-Refundable Fees (Default Rule)#

Subscription fees, including a correctly calculated first prorated fee where applicable, the initial full next-month payment for a last-day signup and valid full-month advance renewals, are non-refundable by default, subject to the exceptions in this Policy and applicable law. Any non-refundable rule applies only to a valid charge for the agreed service period.

3.2 Billing Corrections and Exceptional Refunds#

We will correct confirmed billing errors, including an incorrect prorated day count or fee, an incorrectly collected prorated fee for an eligible new-customer last-day signup, a duplicate charge (including for a month already prepaid at signup), an uncredited overlapping prepaid period, or a charge submitted after a timely cancellation. Appropriate action may be reversal, refund or, where the customer agrees, account credit. A customer is not required to accept credit instead of a refund required by law. We will also investigate and correct confirmed errors in the calculation, crediting, expiry or deduction of prorated Plan Responses, including a missing or incorrect complimentary last-day allowance or an improper deduction from the following month’s full allowance. Appropriate allocation corrections and any related refund or credit are handled under this Policy without double recovery or limiting mandatory rights; unused Responses do not otherwise become refundable cash.

We may also approve discretionary refunds for:

A refund required by applicable law is not dependent on AI WorkerX’s discretion or an admission of breach.

3.3 Refund Amount#

A discretionary goodwill refund for a valid subscription charge is normally limited to the unused portion of the relevant service period. This restriction does not apply to duplicate, excessive, unauthorised or otherwise erroneous charges: the appropriate wrongly collected amount is corrected even if it exceeds the unused portion. It also does not limit termination-without-cause refunds or mandatory legal remedies.

3.4 Refund Method#

Approved refunds are made to the original payment method in accordance with the relevant processor/payment-network rules. Where that route is unavailable, any alternative must be lawful, verified, permitted by the payment provider and agreed with the customer. We explain applicable processing timing when handling the request. A confirmed duplicate or erroneous collection will not be retained merely because the processor has charged AI WorkerX a processing fee. To prevent a double credit, an already completed refund or chargeback is reconciled before another refund is made.

3.5 Top-Up Responses (Prepaid Usage)#

a. Non-Refundable by Default. Top-Up Responses are prepaid digital usage entitlements and are non-refundable once purchased, except where required by applicable law or where AI WorkerX confirms an incorrect billing caused by a system error.

b. Validity and Expiry. Top-Up Responses expire 12 months from the date of purchase. Any unused Top-Up Responses expire and are forfeited (“burned”) at the end of the validity period.

c. No Refund for Expiry. Expiry/burn of unused Top-Up Responses does not qualify for a refund, credit, or extension, except where required by law.

d. Priority Deduction. Plan Responses are deducted first. Top-Up Responses are deducted only when Plan Responses are insufficient.

e. Duplicate Charges / Billing Errors. If you believe there is an incorrect Top-Up charge (e.g., duplicate charge), notify us within the timeframe in Section 7.1 with your receipt/invoice reference.

f. One-Time Purchase. Top-Ups do not auto-renew, are not subject to the monthly renewal-proration formula, and are not placed on the three-attempt automatic renewal schedule. A failed Top-Up purchase does not create Responses or interrupt a separately paid base subscription.

4. Termination by AI WorkerX#

4.1 Termination for Cause#

If we terminate your account due to:

you are not entitled to a discretionary refund, subject always to Section 1.2 and any refund required by applicable law.

4.2 Termination Without Cause#

If AI WorkerX terminates your subscription without cause, you will receive a pro-rated refund for the unused portion of your subscription term.

If a valid advance payment has been collected for a Service Month that has not begun and AI WorkerX terminates that subscription without cause before the month starts, the unused prepaid fee for that month is refundable in full. Payment-only suspension for non-payment is governed by Section 6 and is not automatically termination without cause.

5. Mid-Term Subscription Changes#

5.1 Downgrades#

A downgrade requested before the displayed advance-renewal cutoff normally takes effect on the first day of the next Service Month, and the preceding month-end charge uses the new price. If a full next-month renewal has already validly been charged, a later downgrade normally takes effect after that paid month, unless we agree otherwise or law requires it. The confirmation identifies the effective date and next amount; it does not silently recalculate an already paid month.

5.2 Upgrades#

Upgrades take effect immediately after the required payment is confirmed. Where applicable, the incremental charge is the difference between the monthly plan prices multiplied by the remaining included calendar days of the Service Month and divided by its actual number of days, rounded once to the currency’s smallest unit. The effective date, incremental amount and next renewal fee are shown before confirmation. If a next-month renewal was already collected at the old price, any agreed adjustment for that distinct period must be itemised and authorised; the account is not charged twice for the same entitlement.

6. Payment Failures#

6.1 Three-Calendar-Day Renewal Payment Window#

For an active subscription renewal, we do not apply an ordinary payment-only suspension immediately after the first failure. The first failed scheduled attempt starts a fixed 72-hour window, inclusive of weekends and public holidays. The initial email states the exact Payment Deadline in MYT (UTC+8); each further failure notice repeats it. A retry does not reset or shorten the deadline. An expressly confirmed extension may apply.

Initial unpaid subscriptions, one-time Top-Ups and other one-time purchases require successful payment before their paid entitlements are activated. Earlier restrictions for fraud, security, chargebacks, unlawful use or binding payment-provider directions remain possible under the Terms; those are distinct from ordinary non-payment.

6.2 Maximum Three Automatic Attempts#

Day 1: If the scheduled first charge fails, we notify all current active account members, including the owner, administrators and ordinary users, of the unsuccessful payment, exact deadline and risk of interruption.

Day 2: Where authorised and permitted by the processor, we normally retry approximately 24 hours after the first failure. If unsuccessful, all current active members receive another notice with the same deadline.

Day 3: Where permitted, we normally make the final attempt approximately 48 hours after the first failure. If unsuccessful, all current active members are notified, further automatic attempts for that invoice stop, and our business team contacts the owner or an authorised administrator to assist with another payment method or an approved manual payment.

The maximum is three automatic attempts in total for the invoice, including attempts made by the processor on AI WorkerX’s behalf. There is no automatic fourth attempt. A new card, reminder or support contact does not reset the count. We stop earlier after success, cancellation/mandate withdrawal, a non-retryable decline or a binding processor/card-network instruction. A pending or uncertain payment is checked before another charge; we do not report a skipped retry as a failed charge. A later user-initiated or expressly authorised payment is separate from this automatic schedule and must comply with payment-provider rules.

6.3 Notices, Reasons and Team Privacy#

We send failure, suspension and restoration emails individually or by an equivalent protected delivery method to all current active Team Members of the affected account. They are operational messages, not marketing. The all-member message contains account/service status and the fixed deadline; it does not disclose full or masked card details, the cardholder’s personal financial position, fraud suspicions or raw issuer data. Detailed billing information and a specific verified decline reason are limited to Authorised Billing Users as explained in the Privacy Policy. Unknown or generic errors are described as a declined or unsuccessful payment, not assumed to mean insufficient funds. Ordinary members are not personally liable merely because they receive the email.

Owners and administrators must maintain correct notification addresses and remove former users promptly. An email-delivery failure does not itself change the payment schedule; the billing portal shows account status and the deadline. We may confirm an extension where appropriate, but all subsequent reminders must preserve the original deadline unless an extension has been expressly granted.

6.4 Day-4 Service Interruption#

If the invoice remains unresolved when the 72-hour Payment Deadline expires, affected paid services are suspended from that time on Day 4. An unpaid base subscription can interrupt AI responses, agents, automations, integrations and other paid features for every member of that account. An unpaid independent add-on normally affects only that add-on and dependent features unless wider restriction is reasonably necessary. Separately paid, unaffected service periods are not removed solely because a different period’s renewal failed. We provide suspension notice to all current active members. Suspending service is not immediate deletion of Customer Data.

6.5 Manual Payment and Restoration#

Our business/support team assists the owner or an Authorised Billing User with a supported secure card-update/payment flow or approved manual transfer. Do not email card numbers, CVV/CVC, PINs or one-time passwords. A transfer receipt or pending status is not, by itself, confirmed receipt of funds.

Once the processor confirms a successful payment, or an approved manual transfer is received and verified, we restore eligible services as soon as reasonably practicable and cancel any pending retries. Restoration is based on confirmed customer payment, not the later weekly or other settlement payout to AI WorkerX. We notify all current active Team Members. Support contact does not automatically extend the deadline or promise round-the-clock staffed service. Automations and messages missed during suspension are not guaranteed to replay and should be reviewed before restarting.

6.6 Charges During the Affected Period#

Suspension does not waive fees properly due for a service period already activated or renewed. Paying late does not move the month-end billing schedule, start a fresh month, create a second Plan Response allowance or produce a prorated refund merely for non-use during payment-related suspension. Any charge in error, timely cancellation, agreed credit or mandatory legal right is still respected. No separate automatic-retry fee is introduced by this schedule.

6.7 Later Months and Reactivation#

While an account remains fully suspended for non-payment, no further monthly subscription fees are automatically created for later wholly suspended Service Months unless a separate signed agreement expressly provides otherwise. Properly accrued existing arrears remain due. Before restarting in a later month, we disclose any arrears, new service dates, current-period fee and next renewal date and obtain the required payment authority. This prevents duplicate or undisclosed bridging charges.

6.8 Worked Retry Example#

Assume the charge for October 2026 fails at 9:00 a.m. MYT on 30 September 2026. The fixed deadline is 9:00 a.m. MYT on 3 October 2026. A permitted second attempt is normally made at about 9:00 a.m. on 1 October and a permitted third at about 9:00 a.m. on 2 October. Each failed-attempt email repeats 3 October at 9:00 a.m.; no reminder restarts the clock. If unresolved at that time, suspension begins on 3 October. This is an illustration, not a promise that every account is charged at 9:00 a.m.; the account’s actual timestamp controls.

7. Billing Disputes#

7.1 Reporting Disputes#

Please notify support@aiworkerx.com of an apparent billing error within 7 business days, giving the account and invoice reference, charged amount and disputed service dates or calculation. Do not send full card credentials. This requested reporting window does not shorten any statutory or payment-network dispute right.

7.2 Resolution Process#

We will investigate and respond within 14 business days.

7.3 Chargebacks and Payment Disputes#

a. Contact First. Please contact AI WorkerX at support@aiworkerx.com with reasonable details so we can investigate and attempt resolution before a chargeback, where practicable. This does not prevent you from exercising a statutory or cardholder dispute right or complying with an issuer deadline.

b. Suspension During Dispute. If a chargeback or formal payment dispute is initiated, AI WorkerX may suspend or limit access to the Service while the dispute is being investigated.

c. Evidence Submission. You authorise AI WorkerX to submit relevant records to payment processors/banks for dispute handling, including invoices/receipts, subscription and cancellation timestamps, service usage logs, support communications, and delivery evidence. Payment processors may require merchants to retain and provide proof of consent for recurring/tokenised/auto-debit payments.

d. Processor Rights Affecting Subscriptions. You acknowledge that payment processors may immediately cancel subscriptions and/or stop processing future payments upon receipt of a chargeback or complaint, and AI WorkerX is not liable for losses arising from such processor actions.

e. Bad-Faith Disputes. Where a dispute is genuinely fraudulent or brought in bad faith, you remain responsible for amounts properly owed and any lawfully recoverable, documented dispute costs. A payment failure, genuine billing complaint or the fact that a service was delivered does not by itself establish bad faith. Any refund or reversal already received will be reconciled to prevent double recovery.

7.4 Billing Error Window#

To reduce disputes and enable timely resolution, you should report billing issues within the timeframes in Section 7.1.

8. Exclusive Remedy Clause#

To the fullest extent permitted by law:

Any refund issued under this Policy is your sole and exclusive remedy for any dissatisfaction with the Service.

You waive all rights to claim additional compensation except where required by law.

9. No Refund for AI Output Quality#

Due to the nature of AI systems:

do not qualify for refunds.

You are responsible for reviewing outputs before acting upon them.

10. No Refund for Third-Party Failures#

Refunds will not be granted for failures caused by:

AI WorkerX does not control these systems and assumes no responsibility.

11. Fraud, Abuse, or Policy Violations#

We reserve the right to deny refunds where behaviour indicates:

12. Changes to This Policy#

AI WorkerX may amend this Policy from time to time. Material changes to existing subscription billing dates, fees, monthly Plan Response allowances or their proration, automatic retries or payment-related suspension rules follow the advance-notice and migration provisions in Sections 6.16 and 16 of the Terms & Conditions, normally at least 30 calendar days before application unless the customer requests and accepts an earlier change or a shorter period is required by law. We do not retrospectively change paid service periods, remove accrued refund rights or charge again for overlapping days. Other updates take effect as stated in the publication or notice, subject to applicable law. Required payment authorisation or consent is obtained separately.

13. Contact Information#

For questions or refund inquiries:

support@aiworkerx.com
AI WorkerX Sdn. Bhd.,
30-2, Jalan Metro Pudu 2,
Fraser Business Park,
55200 Kuala Lumpur, Malaysia