Cancellation & Refund Policy

1. Cancelling renewal

The Customer may cancel renewal at any time. The service continues until the end of the currently paid period, and no invoice is issued for the following cycle.

2. Cancellation before activation

If the AQIL team has not yet started setting up the agent, the Customer may request cancellation and a full refund of the subscription fee.

3. Cancellation after setup has started

If setup and customization work has started, the value of work completed, minutes consumed, and services delivered may be deducted before returning any remaining amounts.

4. Duplicate charges or billing errors

In case of duplicate charges or a billing error, the excess amount is refunded in full to the original payment method after verification.

5. Service not delivered or verified defect

If the service is not delivered due to AQIL, or a verified defect prevents use for a material period, the Customer is compensated with an appropriate extension or partial refund based on the case.

6. Add-on minutes and enterprise plans

• Add-on minutes may be refundable only if unused and not activated, on a case-by-case basis.
• Enterprise plans (AQIL Enterprise) are subject to the refund terms agreed in the quote or agreement.

7. How refunds are processed

Refunds are issued to the original payment method within 5 business days of approval. The time to appear in the Customer's account may depend on the bank or payment provider.

8. Submitting a refund request

• Submit the request via the Contact or Complaints page.
• Include: business name, subscription reference, transaction date, and reason for the request.

9. Statutory rights

This policy does not affect any non-waivable statutory rights under the applicable regulations of the Kingdom of Saudi Arabia.