01 / 09
Monthly Subscription Fees
Monthly subscription fees are billed in advance at the start of each billing cycle. The following refund terms apply.
| Scenario | Refund Treatment |
|---|---|
| Cancellation before next billing date | No charge for the upcoming month. Access continues until the end of the current billing period already paid for. |
| Cancellation after billing date | No refund for the current billing period. Access continues until the end of the period already paid for. |
| Service outage caused by iluxa AI infrastructure | Pro-rata credit applied to the next invoice for any verified outage exceeding 24 consecutive hours caused solely by iluxa AI's infrastructure. |
| Service outage caused by third-party providers | No refund or credit. Outages caused by WhatsApp, Twilio, Vapi or other third-party providers are outside iluxa AI's control. |
02 / 09
Setup Fees
Setup fees cover the cost of platform configuration, AI agent training, staff and service profile setup, and onboarding support. These fees are bespoke to each client.
| Scenario | Refund Treatment |
|---|---|
| Cancellation before configuration begins | Full refund of the setup fee if written cancellation is received before iluxa AI has commenced any configuration work. |
| Cancellation after configuration has begun | No refund. Configuration work is bespoke and costs are incurred from the moment work commences. |
| Founding Partner clients | Setup fees are waived under the Founding Partner Programme. No fee is charged and therefore no refund applies. |
What constitutes commencement of configuration: Configuration is considered commenced when iluxa AI has begun any of the following — database setup, AI agent training, service or staff profile entry, or WhatsApp/voice number configuration.
03 / 09
Free Trial Periods
Where a free trial period has been agreed as part of a Founding Partner or promotional arrangement, the following terms apply.
- No charges are levied during the agreed trial period
- Cancellation during the trial period incurs no fees and no refund claim arises
- If the client does not provide written notice of cancellation before the trial period ends, the subscription automatically converts to a paid plan at the agreed rate on the next billing date
- Clients are responsible for monitoring their trial period end date. iluxa AI will provide a reminder no fewer than 7 days before the trial period expires
04 / 09
Voice Minute Overage Charges
Voice minute overages on the Pro plan are billed in arrears at AED 1.25 per minute for usage beyond the 2,000 monthly included minutes.
4.1
Non-Refundable Usage
Overage charges reflect actual voice AI infrastructure costs incurred on the client's behalf and are non-refundable once they have been incurred.
4.2
Disputed Charges
Disputed overage charges must be raised within 14 days of the invoice date. iluxa AI will investigate any dispute and provide detailed usage logs upon request. If an error is confirmed, a credit will be applied to the following invoice.
4.3
Usage Alerts
iluxa AI will notify subscribers when usage reaches 80% of the included monthly allowance, giving time to adjust operations or discuss a plan upgrade before significant overage is incurred.
05 / 09
Founding Partner Rate Lock
Clients on a Founding Partner agreement have their subscription rate locked for the period stated in their agreement. If iluxa AI increases pricing during this period, the locked rate remains in force for the full duration of the lock period.
No refund is provided for any pricing differential after the lock period expires. Clients will be notified of the new rate no fewer than 30 days before the lock period ends, giving time to review and respond.
The rate lock applies to the monthly subscription fee only. Voice minute overage rates and additional venue fees may be subject to adjustment with appropriate notice.
No refund is provided for any pricing differential after the lock period expires. Clients will be notified of the new rate no fewer than 30 days before the lock period ends, giving time to review and respond.
The rate lock applies to the monthly subscription fee only. Voice minute overage rates and additional venue fees may be subject to adjustment with appropriate notice.
06 / 09
How to Request a Refund
To request a refund or raise a billing dispute, please contact us in writing at the address below. We aim to resolve all requests fairly and promptly.
Please include the following information in your request:
- Your business name and account email address
- The invoice number or billing period in question
- A clear description of the issue and the refund amount requested
- Any supporting evidence where relevant
We aim to respond to all refund requests within 5 business days. Approved refunds will be processed to the original payment method within 10 business days of approval.
07 / 09
Exceptional Circumstances
iluxa AI recognises that exceptional circumstances may arise that fall outside the standard terms of this policy. Where a client has experienced a significant and verified service failure caused directly by iluxa AI that has materially impacted their business operations, we will consider requests for refunds or credits on a case-by-case basis.
Please contact hello@iluxa.ae to discuss exceptional circumstances. We are committed to treating all clients fairly and finding a reasonable resolution.
Please contact hello@iluxa.ae to discuss exceptional circumstances. We are committed to treating all clients fairly and finding a reasonable resolution.
08 / 09
Changes to This Policy
iluxa AI reserves the right to update this Refund Policy from time to time. Any material changes will be communicated to existing clients by email with a minimum of 30 days' notice, and the updated policy will be published at iluxa.ae/refund.
Changes to this policy do not affect refund rights that arose before the effective date of any update.
Changes to this policy do not affect refund rights that arose before the effective date of any update.
09 / 09
Contact
For any questions about this Refund Policy or billing matters, please contact us.
Billing Contact
iluxa Ai L.L.C-FZ
Email: hello@iluxa.ae
Phone: +971 58 615 0200
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: iluxa.ae
Phone: +971 58 615 0200
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: iluxa.ae