Refund Policy.

1. Overview

AskAndBook is a subscription-based AI voice receptionist service. Subscription fees are billed monthly in advance and are generally non-refundable, subject to the limited circumstances set out below and your statutory rights under applicable consumer protection law.

This policy applies to all customers worldwide. Where local law (such as the UK Consumer Rights Act 2015, the EU Consumer Rights Directive 2011/83/EU, the Australian Consumer Law, or South Africa's Consumer Protection Act) grants you stronger rights than this policy, those statutory rights prevail.

2. UK and EU Consumers — 14-Day Cancellation Right

If you are a consumer (not a business customer) located in the United Kingdom, the Republic of Ireland, or the European Union, you have the right to cancel your subscription within 14 days of the start date for any reason and receive a full refund of the initial subscription fee.

Important: AskAndBook is a digital service that begins immediately upon payment. By proceeding with checkout, you expressly request that the service starts before the end of the 14-day cancellation period and acknowledge that, once your AI agent has handled at least one call, you lose this right of cancellation in respect of services already supplied. You may still cancel for the future at any time as set out in section 4.

To exercise your 14-day cancellation right where it still applies, contact us using the details in section 8 before any calls are handled by your agent.

3. Discretionary Refund Eligibility

Outside the statutory cancellation right, we will consider refund requests within 30 days of the charge in the following circumstances:

• Verified billing error — duplicate charges, charges for a subscription that was cancelled before the renewal date, or amounts charged in error.
• Service-blocking technical defect — a fault attributable to AskAndBook that prevented you from using the core service and which we were unable to resolve within a reasonable time after you reported it.
• Unauthorised or fraudulent charge — a charge made without the account holder's authorisation.

Refunds in these circumstances are issued at our reasonable discretion based on the facts of each case.

4. Cancellation Without Refund

You may cancel your subscription at any time through your billing portal or by contacting us. Cancellation stops future renewals and takes effect at the end of the current billing period. You retain access to the service until that end date. No pro-rata refund is issued for the unused portion of a billing period.

Failure to cancel before a renewal date is not, by itself, grounds for a refund of the renewal charge.

5. Charges That Are Not Refundable

Except where required by applicable consumer protection law, the following are not refundable:

• Subscription fees for billing periods during which your AI agent handled one or more calls.
• Overage charges for minutes used beyond your plan's included allowance, where those minutes were legitimately consumed.
• Add-on usage charges (SMS, WhatsApp conversations) for messages or conversations that have been delivered.
• Prepaid add-on bundle packs once any credit from the bundle has been consumed. Unused bundles may be cancelled within 14 days of purchase, provided no credit has been used.
• Phone-number, telephony, or third-party fees passed through from underlying providers.

We do not issue refunds for change of mind, perceived under-usage of the service, or dissatisfaction with how AI-generated responses were configured. You are responsible for the configuration and content of your AI agent (see our Terms of Service).

6. Australian Consumer Law

For customers in Australia, our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the service remedied if it is not of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes those rights.

7. How Refunds Are Paid

Approved refunds are returned to the original payment method used for the charge. Please allow 5 to 10 business days from the date of approval for the refund to appear on your statement, depending on your bank or card issuer.

For customers paying outside South Africa, payments are processed by our Merchant of Record, Paddle.com Market Limited, which acts as the seller of record. Refunds for those payments are issued through Paddle and are subject to Paddle's customer protection policies in addition to this policy.

8. How to Request a Refund

Email support@askandbook.app with the subject line "Refund Request" and include:

• The email address registered to your AskAndBook account.
• The transaction reference, invoice number, or approximate charge date.
• A short description of the reason for the request.

We aim to respond to refund requests within 5 business days. We may ask for additional information to verify the claim.

9. Disputes

If you disagree with the outcome of a refund request, please reply to the original support thread asking for the decision to be reviewed. Customers paying via Paddle additionally retain the right to contact Paddle directly under their buyer protection terms. Nothing in this policy limits any rights you may have to raise a dispute with your card issuer or under applicable consumer law.

10. Changes to This Policy

We may update this Refund Policy from time to time. The version in effect at the time of your charge applies to that charge. Material changes will be notified by email or a prominent notice on our website at least 14 days before they take effect.

11. Contact

AskAndBook
Email: support@askandbook.app
Website: askandbook.app