Refund & Cancellation Policy

1. Summary

Every department starts with a 14-day free trial and we never charge you without your action. Because of that trial, subscription fees are non-refundable once paid, except in the specific cases listed in section 4 and except where your local consumer law gives you a stronger right. You can cancel at any time and keep access until the end of the period you already paid for.

2. Try before you pay — 14 days, no card

When you create a Monqez AI account, every live department is enabled for 14 days at full Starter limits. We do not ask for card details to start the trial and we do not charge you when it ends. The trial simply stops unless you actively choose a paid plan. This is deliberate: you are expected to evaluate the Service fully, at our cost, before any money changes hands.

3. Billing, renewal and cancellation

Plans are billed per department, monthly or annually (annual is charged at 20% off the monthly rate). Payment is taken at the start of each period and renews automatically until you cancel.

You can cancel at any time from Billing in your dashboard. Cancellation stops the next renewal — it is not retroactive. You keep full access to the department until the end of the period you have already paid for, and nothing further is charged.

Plan changes take effect at the end of your current period, so you are never double-charged for the same window.

4. When we do refund

We refund in these cases. You do not need to argue for them:

• Duplicate or accidental charge — you were billed twice for the same period, or billed after a valid cancellation. Refunded in full.
• Unauthorised charge — the payment was made without the cardholder's permission. Refunded in full once verified, and the account is secured.
• Service failure on our side — a fault of ours prevented you from using a department for a meaningful part of a paid period. We refund the affected period, in full or pro-rata depending on the impact.
• A refund we are required by law to give (see section 5).

5. Statutory rights (EEA, UK and elsewhere)

If you are a consumer in the EEA or the UK, you have a statutory right to withdraw from a purchase within 14 days. Where the law of your country gives you a refund right stronger than this policy, that law applies and we honour it. Nothing in this policy removes a right you have under mandatory local consumer law.

6. When we do not refund

Outside section 4 and section 5, fees already paid are non-refundable. In particular we do not refund a partial period after a renewal has been taken, and we do not refund because a plan went unused during a period you kept open.

The 14-day free trial exists precisely so that fit is decided before payment.

7. How to request a refund

Email support@monqezai.io from the address on the account, or use the Support screen inside your dashboard. Include the charge date and the amount so we can find the payment quickly.

We acknowledge every refund request within 2 business days and give you a decision within 5 business days. Approved refunds are returned to the original card and typically appear on your statement within 5 to 10 business days, depending on your bank. We do not charge a fee to process a refund.

8. Please contact us before disputing a charge

If a charge looks wrong, email us first. A refund we agree takes days; a card dispute takes weeks, freezes the payment while it is investigated, and often ends with an outcome neither of us wanted. We would rather simply fix it. Every request in section 4 is honoured without argument, so there is nothing to gain by going to your bank instead of us.

9. Changes to this policy

We may update this policy. The version that applies to a payment is the version published on the date that payment was taken, and the date below records when this version took effect.

10. Contact

Refunds, billing and cancellations: support@monqezai.io. Payments are processed by Monqez AI, Inc., a Delaware corporation, which is the merchant of record for your purchase and appears on your card statement.