Refund & Cancellation Policy
This Refund & Cancellation Policy applies to purchases made through CXProAI, including prepaid Credits and recurring storage plans. CXProAI is provided by Coexist Group LLC, a United States limited liability company. Payments are processed by Stripe.
This Policy is part of the CXProAI Terms of Service. Capitalized terms not defined here have the meanings given in the Terms.
1. Credit purchases
Credit purchases are final and non-refundable except where a refund is required by applicable law.
This includes unused or partially used Credits, accidental purchases, failure to use the Service, account closure, and dissatisfaction with a Solution or its Output.
Credits:
- may be used only for eligible CXProAI services;
- have no cash value and cannot be redeemed or exchanged for money;
- are non-transferable unless CXProAI expressly permits otherwise; and
- do not expire solely because of inactivity while your account remains open and in good standing.
Credits may be corrected, restricted, cancelled, or forfeited in circumstances described in the Terms, including error, fraud, abuse, chargebacks, reversed or disputed payments, account termination, legal requirements, or discontinuation of the Service. Promotional, bonus, trial, or complimentary Credits may expire or be withdrawn.
CXProAI may change future Credit prices, package sizes, per-Solution Credit costs, promotions, and the amount or type of Service available for Credits. Such changes do not create a right to a refund.
2. Completed Solution runs
A completed Solution run is final and non-refundable.
A run is considered completed when CXProAI's systems make the designated Output or result available, even if you do not download, keep, publish, or use it.
AI and third-party processing may be probabilistic, variable, or non-deterministic. A completed run is not refundable merely because its Output:
- is inaccurate, incomplete, inconsistent, unexpected, or low quality;
- does not follow instructions as expected;
- is unsuitable for your intended purpose;
- differs from a demo, preview, sample, description, advertisement, previous run, or expected result;
- contains random or undesirable variation;
- is rejected by a third-party platform or service;
- does not produce a desired commercial, creative, marketing, operational, or other result; or
- is affected by your Input, provider restrictions, model behavior, or Service changes.
You are responsible for reviewing and determining whether Output is suitable before using or relying on it.
3. Technical failures and Credit returns
When CXProAI's systems classify a run as technically failed before a completed result is made available, the Credits charged for that run are generally returned automatically to your CXProAI account.
A Credit return is an account adjustment, not a cash refund to your payment method.
A run is not necessarily a technical failure because it is delayed, pending, interrupted and later resumed, subject to provider processing, or produces an unsatisfactory result.
CXProAI determines whether a run is completed, failed, duplicated, cancelled, or eligible for a Credit adjustment based on its systems and records. Any courtesy adjustment is discretionary, is not an admission of fault, and does not require CXProAI to provide the same adjustment in another case.
4. Unusual usage adjustments
For normal use, the Credit cost displayed before a run is fixed. CXProAI aims to keep pricing transparent, fair, and predictable for all users.
In highly unusual circumstances, CXProAI may make a reasonable additional Credit adjustment where the actual cost of a run is materially increased by abnormal or unintended use, an unusually large or complex request outside the expected operation of the Solution, attempts to manipulate or bypass safeguards or usage limits, abusive or excessive automated activity, or a provider billing anomaly materially beyond reasonable expectations.
This narrow exception helps protect the Service from misuse and extraordinary costs so CXProAI can continue offering fixed and sustainable pricing for normal use.
CXProAI will notify you if it applies such an adjustment. If your account has insufficient Credits, we may place it in a restricted or negative balance and require the additional Credits before further use. We will not charge your external payment method under this section without separate authorization.
This exception is not part of normal operation and does not change the fixed Credit cost shown for ordinary use. Any unusual usage adjustment is final and non-refundable except where CXProAI confirms an error or applicable law requires otherwise.
5. API usage and account security
You are responsible for protecting your account credentials and API keys and for all activity conducted through them.
Credits consumed through an API key are non-refundable, including where the key was shared, exposed, compromised, or used by another person without your authorization.
If you know or suspect that an API key or account credential has been exposed, you must promptly revoke or rotate it. CXProAI is not responsible for usage occurring before the affected credential is disabled, except where applicable law requires otherwise.
6. Storage subscriptions
Paid storage plans automatically renew at the billing interval and price disclosed at purchase until cancelled.
You may cancel through the billing or account controls made available by CXProAI. Cancellation takes effect at the end of the current paid billing period. You retain access to the paid plan through that period, and no further renewal charge will be made after cancellation becomes effective.
Storage-plan payments are final and non-refundable, including unused or partially used billing periods, except where required by law.
Plan upgrades, downgrades, prorations, effective dates, and resulting charges or credits are handled as displayed in the Service at the time of the change.
After a downgrade or cancellation, CXProAI may restrict new uploads, runs, exports, projects, or other activity if your stored content exceeds the applicable allowance. CXProAI does not ordinarily delete content solely because an active account exceeds its storage allowance, but content remains subject to the retention, suspension, termination, deletion, and Service-discontinuation provisions in the Terms.
You are responsible for maintaining independent copies of important Input and Output. CXProAI is not a permanent backup or archival service.
7. Billing errors
If you believe a charge was duplicated, charged in the wrong amount, or paid without the corresponding Credits or subscription benefit being added to your account, contact support@cxproai.com as soon as reasonably possible and include:
- the email address associated with your account;
- the charge date and amount;
- the applicable invoice, receipt, or transaction reference; and
- a brief description of the issue.
CXProAI will review the request using its billing and Service records. If CXProAI confirms a billing error, it may correct the account, return Credits, reverse or refund the affected charge, or provide another appropriate correction.
Approved monetary refunds are generally issued through Stripe to the original payment method. Processing and posting times depend on Stripe, the payment network, your financial institution, and other factors outside CXProAI's control. CXProAI does not guarantee when an approved refund will appear.
Nothing in this section limits any longer notice period or billing-dispute right that applicable law provides.
8. Chargebacks and payment disputes
Please contact CXProAI before initiating a payment dispute so we have an opportunity to investigate and correct a genuine billing error.
A chargeback or payment dispute concerning a valid charge may result in suspension or termination of the account, reversal or forfeiture of related Credits or benefits, and recovery of processor fees or other amounts permitted by law.
This section does not limit any non-waivable right to dispute an unauthorized or legally disputable charge.
9. Service and provider changes
CXProAI may add, change, replace, restrict, interrupt, suspend, or discontinue Solutions, models, providers, APIs, features, prices, capabilities, and output formats as described in the Terms.
Changes to the Service, a provider, a model, a feature, Credit pricing, or the availability or quality of Output do not create a right to a refund for purchased Credits, completed runs, or prior subscription periods, except where required by law.
10. Changes to this Policy
CXProAI may update this Policy from time to time. The "Last updated" date identifies the current version.
Material changes may be communicated by email, through the Service, at sign-in, or by another reasonable method. Changes apply prospectively except where applicable law permits otherwise.
11. Statutory rights and contact
Nothing in this Policy limits a refund, cancellation, billing-dispute, or other consumer right that cannot legally be waived.
Questions or billing requests may be sent to:
Coexist Group LLC, provider of the CXProAI Service
Email: support@cxproai.com