1. Scope
This policy applies to qualifying payments made directly to AXSYS LLC for software or API access, a subscription, a hosted or customer-specific deployment, a commissioned project, or another product or service when this policy is presented or identified as applicable.
It does not apply to a product that identifies separate refund or cancellation terms or a purchase made through a third-party marketplace or seller. More specific terms presented for a product, purchase, project, or customer agreement control.
2. Subscription cancellation
A recurring subscription may be canceled before its next renewal through the customer portal where cancellation is available or by emailing support@axsysllc.com. The request should identify the account and subscription without including a password or complete payment-card number.
Unless the applicable product terms, customer agreement, or law state otherwise, cancellation takes effect at the end of the current paid period. The customer may continue using the subscription through that period. Cancellation stops future renewals but does not by itself reverse a charge already made.
The price, billing frequency, renewal term, and available cancellation method are disclosed in the applicable purchase flow or customer agreement. A customer should retain the receipt, subscription confirmation, or agreement for its records.
3. Refund eligibility
Requests received within 24 hours
A customer may request a refund within 24 hours after a charge. A qualifying request received within that period will be approved without requiring a reason, subject to the deductions and exceptions below.
Requests received after 24 hours and within 30 days
For a qualifying request received more than 24 hours but no more than 30 calendar days after a charge, AXSYS will refund the unused portion of the applicable product-access term, subscription period, or service period, unless more specific product or customer terms control or AXSYS approves a greater amount.
For a time-based subscription, the unused portion is generally calculated using the number of complete unused calendar days remaining in the paid period divided by the total calendar days in that period, measured when AXSYS receives the request. AXSYS may use another reasonable method when a Service is usage-based, milestone-based, or not divided into calendar days.
Requests after 30 days and non-time-based purchases
After 30 calendar days, a payment is non-refundable except where required by law or expressly stated in applicable product terms or a customer agreement. A one-time purchase, perpetual license, completed delivery, consumed usage, or completed milestone is not treated as an unused subscription period unless the applicable terms expressly say otherwise.
4. Deductions and exceptions
Payment-processing, currency-conversion, wire, marketplace, and similar transaction fees that are not returned to AXSYS are non-refundable and may be deducted from a refund to the extent permitted by law. Taxes will be refunded when required by law or when they are returned or credited to AXSYS for the refunded transaction.
This policy does not require a duplicate refund or a refund for an amount already reversed, credited, disputed, or charged back. The no-questions-asked provision does not apply to suspected fraud, abuse, account compromise, or a transaction AXSYS is legally prohibited from refunding; AXSYS may request information reasonably necessary to investigate and protect the customer and AXSYS.
Commissioned development, implementation, integration, consulting, and other project work is governed by its Order, including any deposit, milestone, cancellation, termination, and work-in-progress terms.
5. Effect and processing of refunds
If a refund is issued, access to the refunded product, subscription, or Service may end when the refund is approved or issued. AXSYS may revoke associated licenses, entitlements, downloads, or account access to the extent they relate to the refunded purchase.
Approved refunds are returned to the original payment method where practicable. The payment processor and financial institution determine when the credit appears. AXSYS cannot guarantee their processing time.
Account, transaction, security, and customer records associated with a cancellation or refund are handled under the Privacy Policy and may be retained where reasonably necessary for accounting, tax, fraud prevention, dispute resolution, security, and legal compliance.
6. How to request cancellation or a refund
Email support@axsysllc.com with the account email, product or Service, approximate charge date, and transaction or invoice identifier if available. Do not send a password, complete payment-card number, bank-account credentials, or security code.
Deadlines under this policy are measured from the time the charge is completed to the time AXSYS receives a sufficiently identifiable request, using Eastern Time in the United States. Contacting AXSYS does not limit a customer’s rights with a financial institution or under applicable law.
7. Changes and non-waivable rights
AXSYS may update this policy prospectively. The policy presented with or incorporated into the applicable purchase governs that charge unless a later version gives the customer greater rights or applicable law requires otherwise.
Nothing in this policy limits a refund, cancellation, cooling-off, or other consumer right that cannot legally be waived.