Refund Policy

1. Monthly Subscriptions

Monthly subscription fees are non-refundable once charged.

You may cancel your subscription at any time to prevent future renewals. Cancellation does not provide a refund for the current billing period, unused subscription time, or unused Credits included with the subscription. You may continue using the subscription until the end of the paid billing period.

Exceptions may apply where required by applicable law or the relevant payment platform.

2. One-Time Credit Purchases

For one-time Credit purchases made directly from Aqua, you may request a refund within seven (7) calendar days after the payment is completed.

Refund eligibility depends on Credit usage:

• If no Credits have been used, the purchase is eligible for a full refund.
• If some Credits have been used, only the unused portion of the paid Credits is eligible for a proportional refund.
• If all Credits have been used, no refund is available.
• After seven (7) calendar days, the purchase is non-refundable, even if some or all Credits remain unused.

A proportional refund is calculated as follows:

Amount paid × unused paid Credits ÷ purchased paid Credits

Credit usage occurring after a refund request is submitted but before the refund is processed will also be deducted from the refundable amount. Aqua’s transaction and usage records will determine the purchase date and the number of Credits used.

3. Other Refund-Eligible Cases

We may provide a refund, correction, or replacement in the following circumstances:

• A verified duplicate or incorrect charge;
• Purchased Credits were not delivered to your Aqua account and could not be restored within a reasonable time;
• A material technical failure caused by Aqua prevented you from using the purchased Credits and could not be resolved within a reasonable time; or
• A refund is required by applicable law.

Depending on the circumstances, Aqua may first correct the charge, restore the missing Credits, or re-perform the affected service.

4. Non-Refundable Cases

Except where required by applicable law, refunds will not be provided for:

• Monthly subscription fees, unused subscription time, or unused subscription Credits;
• One-time Credit purchases requested more than seven (7) calendar days after purchase;
• Credits that have already been used;
• Free, promotional, referral, trial, or bonus Credits;
• Dissatisfaction with the content, usefulness, accuracy, or outcome of an Aqua Agent response after Credits have been used, unless the service failed to operate as described;
• Price changes, discounts, promotional offers, or exchange-rate movements after purchase;
• Issues caused by the user’s device, internet connection, or a third-party service;
• Fraudulent, duplicative, misleading, or abusive refund requests; or
• Trading losses, blockchain fees, or charges imposed by third-party platforms.

Any promotional or bonus Credits associated with a refunded purchase may be removed from the user’s account.

5. Purchases Through Third-Party Platforms

If you purchased a subscription or Credits through the Apple App Store, Google Play, or another third-party payment platform, the refund request must be submitted through that platform.

Refund eligibility, processing, and timing will be governed by the platform’s policies and applicable law. Aqua cannot directly issue or guarantee refunds for transactions processed by a third party.

If a third-party platform approves a refund, the corresponding Credits and related benefits may be removed from your Aqua account.

6. Unauthorized Purchases

If you believe a purchase was unauthorized, contact Aqua and your payment provider promptly.

We may request information reasonably necessary to investigate the transaction. Any refund will be subject to the payment provider’s procedures, the investigation results, and applicable law.

7. How to Request a Refund

For purchases made directly from Aqua, send your refund request to:

support@aquaex.io

Please include:

• The email address associated with your Aqua account;
• The transaction or order ID;
• The purchase date;
• The product purchased; and
• A brief explanation of the reason for your request.

Never send us your password, private key, seed phrase, or wallet recovery phrase.

8. Refund Processing

Approved refunds will generally be returned to the original payment method. Processing times may vary depending on the payment provider, bank, and location.

Once a refund is approved or processed, the refunded Credits and any related promotional benefits may be deducted or revoked from your Aqua account.

9. Applicable Law

Nothing in this Refund Policy limits any consumer rights or remedies that cannot be excluded under applicable law.

10. Contact

If you have questions about this Refund Policy, contact us at:

support@aquaex.io