Refund & Dispute Policy

1. Subscription Fees

Subscription fees are billed in advance on a monthly or annual basis, as selected at purchase or stated in the applicable order form. Fees and any applicable taxes are charged through Stripe, our third-party payment processor.

2. Refund Eligibility Window

If you are a new subscriber, you may request a refund within 7 calendar days after the initial paid subscription charge, provided that your account has not materially used the Service beyond reasonable evaluation use. We may reasonably review account activity to evaluate eligibility.

This window is shorter than it might otherwise be because every paid subscription is preceded by a 14-day free trial during which you are not charged and may cancel at any time without payment. Together, the trial and this refund window give you 21 days from signup to decide.

This initial refund window applies only to a first paid subscription purchase and not to renewals, upgrades, add-ons, professional services, or prior customers returning to the Service, unless we agree otherwise in writing.

3. Monthly Subscription Refunds

Monthly subscriptions are generally non-refundable after the refund eligibility window. If you cancel a monthly plan, your access continues through the end of the current paid monthly billing period, and we do not provide a pro-rata refund for unused days in that period.

If we determine that a billing error occurred, we will correct it under Section 7.

4. Annual Subscription Refunds

If an annual subscription is canceled during the initial refund eligibility window, we will issue a refund of the annual subscription fee paid, less any non-refundable charges listed in Section 6 and any amounts otherwise agreed in writing.

After the initial refund eligibility window, annual subscriptions are generally non-refundable. We do not provide pro-rata refunds for unused months of an annual billing period, except where required by law, where a billing error occurred, or where Elevator Intelligence agrees in writing to a different arrangement.

5. Service Credits for Material Downtime

If the Service experiences material downtime that is directly attributable to Elevator Intelligence and materially prevents your use of the Service, contact us promptly with the dates, times, and affected functionality. After review, we may provide a reasonable service credit against a future subscription charge.

Service credits are our preferred remedy for qualifying downtime, are not cash refunds, have no cash value, are not transferable, and do not apply to downtime caused by scheduled maintenance, third-party services, internet or telecommunications failures, your systems or configuration, misuse, force majeure events, or suspension under our Terms of Service.

6. Non-Refundable Charges

Unless required by law or expressly agreed in writing, the following are non-refundable:

• setup, onboarding, training, custom configuration, custom implementation, and professional-service fees;
• completed or partially completed custom work;
• partial billing periods after the applicable refund eligibility window;
• charges for a period during which the Service was available but unused; and
• taxes, bank charges, foreign-exchange charges, or charges imposed by a third party that we are unable to recover.

7. Billing Errors

If you believe you were charged incorrectly, contact us within 30 days after the charge appears on your statement. Include the account email, charge date, amount, and a brief description of the issue. We will investigate and, if we confirm an error, correct it by refund, credit, or adjustment as appropriate.

8. How to Request a Refund or Credit

Send your request to hzammam@aiainspection.com with the subject line “Refund Request” or “Billing Issue.” Include:

• the account holder’s name and account email;
• your organization’s name, if applicable;
• the charge date and amount;
• the reason for the request; and
• any relevant supporting information.

We may request reasonable information to verify the account and evaluate the request. If approved, refunds are issued to the original payment method when possible. After approval, please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

9. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback, card dispute, or other payment dispute. Many issues can be resolved more quickly by email, including mistaken charges, cancellation timing, and billing errors.

If you initiate a dispute through Stripe, your card issuer, or another payment provider, we may provide relevant account, subscription, cancellation, service-availability, and communication records to respond. A chargeback does not automatically cancel your subscription. We may suspend access while a dispute is pending and may require payment of valid, undisputed amounts before restoring access.

Nothing in this policy limits rights that cannot lawfully be limited.

10. Policy Changes

We may update this policy for future purchases or renewal terms by posting an updated version with a new Last Updated date. The policy in effect when a charge is made generally governs that charge, unless a change is required by law.

11. Contact

Elevator Intelligence LLC
55 Summer Rhapsody Ave, Henderson, NV 89015, United States
Phone: +1 215-214-9098
Email: hzammam@aiainspection.com
Website: https://elevatorintelligence.co/