Refund
Policy
Our commitment: iluxa AI is a B2B subscription platform. We aim to be fair and transparent. If something has gone wrong on our end, we will make it right. This policy sets out clearly when refunds are available and how to request them.
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. |
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. |
| Setup fee waived or discounted under an offer, and paid service ends within its first 12 months | The full waived amount becomes payable if paid service ends within its first 6 months, or half of it if it ends in months 7 to 12, as set out in clause 5.7 of our Terms & Conditions. Nothing is payable if the subscription ends during a free trial. |
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.
Free Trial Periods
Where a free trial has been agreed, it runs for 14 calendar days as set out in Section 4 of our Terms & Conditions. The following terms apply.
- No charges are levied during the agreed trial period
- Cancellation during the trial period incurs no fees, including any setup fee waived under an offer, and no refund claim arises
- If the client does not provide written notice of cancellation before the trial period ends, the subscription continues automatically as a paid monthly subscription from Day 15 at the agreed rate
- Clients are responsible for monitoring their trial period end date. iluxa AI will send a reminder no later than Day 10 of the trial
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.
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
Exceptional Circumstances
Please contact hello@iluxa.ae to discuss exceptional circumstances. We are committed to treating all clients fairly and finding a reasonable resolution.
Changes to This Policy
Changes to this policy do not affect refund rights that arose before the effective date of any update.
Contact
For any questions about this Refund Policy or billing matters, please contact us.
Phone: +971 58 615 0200
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: iluxa.ae