Refund & Cancellation Policy

1. Marketplace-billed modules

1.1 How billing works

Modules installed from a marketplace are billed by that marketplace under its own billing system. GoHighLevel marketplace subscriptions are recurring charges processed through the marketplace's billing; Shopify app charges run through Shopify's Billing API and appear on the merchant's Shopify invoice; HubSpot, monday.com, and Pipedrive bill through their respective marketplace systems. Because the marketplace collects the payment, the marketplace also holds the transaction record.

1.2 Cancelling

Cancel a marketplace module at any time from your platform's app or integration settings. Cancellation stops future charges at the end of the current billing period. Uninstalling the app does not by itself cancel a paid subscription on every platform; cancel the subscription, then uninstall.

1.3 Refunds

Because payment is collected by the marketplace, refund requests are first routed through that marketplace's refund or dispute mechanism, where one exists. Independently of that, our own commitment is:

• If a module is not functioning as described and we cannot resolve the issue within 7 days of a valid report, we refund the most recent monthly charge in full.
• If you were charged after a cancellation was correctly submitted through the platform, that charge is refunded in full.
• Trial periods are not charged; where a platform's billing starts a trial incorrectly, we refund and correct the configuration.

Marketplace platform fees charged by the platform itself (not our module fees) cannot be refunded by us.

2. Direct subscriptions

• Subscriptions renew automatically until cancelled; cancel any time by email or in-product.
• Cancellation takes effect at the end of the paid period; the service remains active until then.
• First invoices are refundable in full within 14 days of payment if you have not onboarded production data. Later invoices are non-refundable for the current period.
• Where Kenyan VAT applies, refunds are processed through the KRA eTIMS system as credit notes.

3. Custom development services

Services are billed by milestone under a statement of work. A milestone payment made after the corresponding deliverable has been accepted (or deemed accepted under the Terms) is non-refundable. If a deliverable fails acceptance criteria and we cannot remedy it, the payment for that milestone is refunded in full. Deposits before acceptance are refunded pro rata for work not performed if the project is terminated for our breach.

4. How to request

Email hello@azly.io from the address on the subscription, or through marketplace support, with the account or store name and the charge date. Refunds are returned by the original payment route within 14 days of approval. Abusive patterns (repeated install-and-refund) may lead to refusal under the marketplace's terms.

5. Statutory rights

Nothing in this policy limits consumer rights you may have under Kenyan law, EU and UK consumer law, or the law of your jurisdiction.