Refund and Cancellation Policy
Last Updated: June 10, 2026
Effective Date: June 10, 2026
This Refund and Cancellation Policy explains how you can cancel your Aceloking subscription, pause service, and understand your refund eligibility. It forms part of our Terms of Service and applies to all subscription tiers and add-on purchases.
1. Subscription Cancellation
1.1 How to Cancel
You may cancel your subscription at any time by either:
- Email: Send a cancellation request to [email protected] from the email address associated with your account. Include “Cancellation Request” in the subject line.
- Workspace: Submit a cancellation request through your dedicated workspace.
1.2 When Cancellation Takes Effect
Cancellation takes effect at the end of your current billing period. Your Services remain fully active through that period, and you retain access to your workspace and all Work Product delivered before the termination date.
Example: If your billing date is the 15th and you cancel on the 5th, your subscription remains active through the 14th and terminates on the 15th.
1.3 Auto-Renewal
Subscriptions auto-renew monthly on your billing date. To avoid being charged for the next billing period, submit your cancellation request at least three business days before your billing date.
We send a renewal reminder email five days before each billing date to the email address associated with your account.
2. Refund Eligibility
2.1 General Rule
Subscription fees are non-refundable for services already delivered or for the current billing period in progress. You are paying for professional analysis, expertise, and the Remediation Blueprints and compliance assessments delivered - not merely for access time. Once a billing period has begun, we have allocated resources and capacity to your account.
2.2 Unused Period - No Pro-Rata Refund
We do not provide pro-rata refunds for unused portions of a billing period. If you cancel mid-cycle, your Services remain active through the end of the current billing period.
2.3 Billing Errors
If you are charged an incorrect amount due to a billing error on our part, we will promptly correct it. This may include a refund for the overcharged amount or a credit applied to your next billing period. To report a billing error, email [email protected] within 30 days of the charge date with details of the discrepancy.
2.4 Service Failure
If Aceloking materially fails to deliver Services as described in our Terms of Service - for example, missing the 72-hour Remediation Blueprint SLA on three or more requests in a billing period - you may be eligible for a service credit or partial refund at our discretion. Contact us at [email protected] and we will review your case within five business days.
2.5 Add-On: Enterprise Deal Shield
The Enterprise Deal Shield is non-refundable once work has commenced. If you need to cancel before work begins, contact us within 24 hours of purchase for a full refund.
2.6 Add-On: Security Training Sprint
The Security Training Sprint (one-time) is refundable under the following conditions:
- Full refund: If you cancel at least seven calendar days before the scheduled training date.
- 50% refund: If you cancel between three and six calendar days before the scheduled training date.
- No refund: If you cancel fewer than three calendar days before the scheduled date, or after the training has been delivered.
To cancel a scheduled Training Sprint, email [email protected] as early as possible.
3. Subscription Pause Policy
3.1 Pause Eligibility
You may pause your subscription once per calendar quarter (January to March, April to June, July to September, October to December) for up to four consecutive weeks.
3.2 How Pausing Works
During a pause:
- Billing is suspended - you are not charged for the pause period.
- Services are suspended - no new Remediation Blueprints or compliance assessments are processed.
- Unused days carry forward - your subscription end date is extended by the number of paused days.
- Workspace access remains available for viewing past Work Product and deliverables.
3.3 How to Pause
Email [email protected] at least three business days before the intended pause date. Include your preferred start date and expected duration.
3.4 Pause Limitations
- One pause per calendar quarter
- Maximum four consecutive weeks per pause
- Pauses cannot be accumulated or carried forward across quarters
- You cannot pause during an active billing dispute or unpaid invoice
4. Chargebacks and Disputes
4.1 Contact Us First
If you believe a charge is incorrect or unauthorized, contact us at [email protected] before initiating a chargeback with your bank or payment provider. We resolve most billing issues faster than the formal dispute process.
4.2 Chargeback Consequences
If you initiate a chargeback without first contacting us, we reserve the right to immediately suspend your access to the Services, terminate your account, and dispute the chargeback with evidence of your subscription agreement and service delivery records.
4.3 Refund Process
Approved refunds are processed through Dodo Payments to the original payment method within ten business days. Depending on your payment provider, it may take an additional 5 to 7 business days for the refund to appear on your statement.
5. No Refund for Completed Work
Once a Remediation Blueprint, compliance assessment, policy document, or other Work Product has been delivered to your workspace, the fees for that work are non-refundable. Our deliverables represent invested expertise, analysis, and professional judgment rendered on your behalf.
6. Compliance with Indian Law
This policy is designed to comply with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. We provide clear and accessible information on refund, cancellation, and pause policies and execute refunds within the timelines stated.
Under Indian law, digital services consumed immediately upon delivery are generally not subject to a mandatory cooling-off period. By subscribing and accessing our Services, you acknowledge that the service begins upon subscription and that refund eligibility is governed by the terms set out above.
7. Contact for Cancellation and Refund Requests
- Email: [email protected]
- Subject Line: Use “Cancellation Request,” “Pause Request,” or “Refund Request” as appropriate.
We will acknowledge receipt within 24 hours and process your request within the timelines described in this policy.
Last updated: June 10, 2026