Cancellation & Refund Policy

Plain Language Summary

• Paid subscriptions renew automatically unless cancelled.
• You can cancel at any time.
• Cancellation normally takes effect at the end of the paid billing period.
• We generally do not refund partly used subscription periods.
• Purchased credits are generally non-refundable and cannot be exchanged for cash.
• Recruitment, partner and incentive costs may become non-refundable once work starts or a cost is incurred.
• We may provide replacements or credit corrections for verified technical errors or invalid participation.
• Your Workspace is not automatically deleted when you cancel.

1. Subscription billing

1.1 Azi subscriptions are billed monthly or annually according to the selected plan.

1.2 Subscriptions renew automatically unless cancelled before the renewal date.

1.3 The Business Customer remains responsible for charges incurred before cancellation becomes effective.

2. Cancelling a subscription

2.1 You may cancel through Workspace settings or by contacting Azi.

2.2 After cancellation:

• Paid access continues until the end of the current billing period.
• No further renewal charge should be made.
• The Workspace may move to a free tier.
• Existing credits remain attached to the Workspace, subject to applicable expiry rules.
• The Workspace and Research Results are not automatically deleted.

3. Refunds

3.1 Because paid Platform access begins immediately, partly used subscription periods are generally non-refundable, subject to applicable law.

3.2 Azi may review refund requests involving:

• Duplicate charges.
• Billing errors.
• Major technical failures.
• Services that could not reasonably be used.
• Other exceptional circumstances.

3.3 Refunds may be refused where substantial usage has occurred, including:

• Launching Studies.
• Receiving responses.
• Consuming credits.
• Exporting results.
• Using premium features.
• Using AI analysis.
• Starting recruitment.

3.4 Refund requests should be submitted within 7 days of the relevant charge.

4. Credits

4.1 Purchased credits:

• Are not redeemable for cash.
• Are generally non-refundable.
• Remain linked to the relevant Workspace after subscription cancellation.
• Cannot ordinarily be reversed once the related service is delivered.

4.2 Promotional credits may have separate expiry dates or restrictions.

4.3 Purchased credits do not expire while the Workspace remains active.

4.4 If credits were incorrectly deducted because of a verified technical error, Azi may restore the affected credits.

5. Recruitment charges

5.1 Recruitment charges may become non-refundable when:

• Recruitment work begins.
• Invitations are sent.
• A Participant place is reserved.
• A session is scheduled.
• A partner charge is incurred.
• A Participant starts the Study.
• An incentive becomes payable.

5.2 The quotation, Study order or recruitment terms should explain the applicable charging point.

6. Incentives

6.1 Incentives that have already become payable to Participants are non-refundable to the Business Customer.

6.2 Payment-provider fees may also be non-refundable.

6.3 Unused incentive funds will be handled according to the relevant quotation, credit arrangement or payment-provider terms.

7. No-shows and replacements

7.1 Unless different Study terms apply:

• A Participant no-show does not count as a completed session.
• Azi may attempt a reasonable replacement where recruitment was purchased on a completed-participant basis.
• A replacement may not be available where the target profile is unusually limited.
• Third-party partner charges may remain payable even where the partner does not offer a refund.

7.2 No replacement is ordinarily due where the Business Customer:

• Changes the criteria after recruitment.
• Cancels after confirmation.
• Fails to attend.
• Provides incorrect scheduling information.
• Makes a material Study change.

8. Screen-outs and quality issues

8.1 A properly screened-out Participant will be handled according to the Study’s recruitment model.

8.2 Azi may replace or restore credits for:

• Verified duplicate participation.
• Material fraud.
• Clearly unusable participation.
• A technical failure attributable to Azi.

8.3 Negative or critical feedback is not a quality failure.

8.4 Differences of opinion, research usefulness or Participant preference do not by themselves entitle the Business Customer to a refund.

9. Client cancellation or rescheduling

9.1 Cancellation or rescheduling after recruitment begins may incur:

• Recruitment costs.
• Participant cancellation fees.
• Incentive obligations.
• Recruitment Partner fees.
• Administrative or facilitation fees.

9.2 Applicable fees should be stated in the quotation or Study order.

10. Beta Platform

10.1 Some Azi features remain in beta.

10.2 Features may change, contain bugs or experience interruptions.

10.3 Beta status does not remove rights that cannot lawfully be excluded.

10.4 Azi will consider whether a major verified failure prevented reasonable use of a paid service.

11. Fraud and misuse

Azi may deny a refund, revoke affected credits or suspend an account where there is:

• Fraud.
• Bad-faith chargeback activity.
• Abuse of the Participant system.
• Attempted exploitation.
• Material breach of the Platform Terms.

12. Workspace and data access

12.1 When a paid subscription ends:

• Historical information may remain accessible subject to free-tier limits.
• Premium features may become unavailable.
• Azi may archive inactive Workspaces after the period stated in its retention rules.

12.2 Azi will provide reasonable notice before deleting inactive Workspace data where practicable and legally appropriate.

13. Consumer rights

Nothing in this Policy excludes a right or remedy that cannot lawfully be excluded under applicable consumer law.

14. Contact

Refund and billing requests:

Email: support@aziusertesting.com

Include: Workspace name, invoice or payment reference, charge date and reason for the request.