Refund and Cancellation Policy

Last updated: November 18, 2025

1. Overview

This Refund and Cancellation Policy outlines the terms under which Azrak Group Ltd (Company No: 16222512) processes refunds and cancellations for our services. We are committed to customer satisfaction while maintaining fair and sustainable business practices.

2. Subscription Cancellation

2.1 How to Cancel

You may cancel your subscription at any time through:

Your account portal at azrak.io/portal
Contacting us at info@azrak.io
Calling us at +44 333 090 6063

2.2 When Cancellation Takes Effect

Cancellations take effect at the end of your current billing period
You will retain access to your subscription until the end of the paid period
No further charges will be made after cancellation
We will send a confirmation email when your cancellation is processed

3. Refund Policy

3.1 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for first-time subscribers. If you are not satisfied with our services within the first 30 days of your initial subscription, you may request a full refund.

3.2 Refund Eligibility

Refunds may be issued in the following circumstances:

First 30 days: Full refund available for first-time subscribers
Service failure: If we are unable to provide the agreed services due to technical issues on our end
Billing errors: If you were incorrectly charged or charged multiple times
Unauthorized charges: If charges were made without your authorization

3.3 Non-Refundable Items

The following are not eligible for refunds:

Partial month subscriptions (cancellation takes effect at period end)
Renewals after the initial 30-day period
Custom development work that has been completed
Services already rendered
Account termination due to violation of our Terms of Service or Acceptable Use Policy

4. Refund Process

4.1 How to Request a Refund

To request a refund:

Contact us at info@azrak.io with "Refund Request" in the subject line
Include your account email, order number, and reason for the refund request
We will review your request within 3-5 business days
If approved, refunds will be processed to your original payment method

4.2 Refund Timeline

Refund requests are reviewed within 3-5 business days
Approved refunds are processed within 5-10 business days
It may take an additional 5-10 business days for the refund to appear in your account, depending on your payment provider
You will receive email confirmation when your refund is processed

5. Pro-Rata Refunds

In exceptional circumstances, we may offer pro-rata refunds for unused portions of your subscription. These are considered on a case-by-case basis and are at our sole discretion.

6. Payment Disputes

If you have a payment dispute, please contact us directly before initiating a chargeback with your payment provider. Chargebacks may result in immediate suspension of your account and may incur additional fees. We are committed to resolving disputes fairly and promptly.

7. Downgrading Subscriptions

If you wish to downgrade to a lower-tier subscription, the change will take effect at the start of your next billing period. No refunds will be issued for the difference between tiers during the current billing period.

8. Service Credits

In some cases, we may offer service credits instead of refunds. Service credits can be applied to future subscriptions or services and do not expire unless your account is terminated.

9. Your Consumer Rights

This policy does not affect your statutory rights under UK consumer protection law. If you are a consumer in the UK, you have the right to cancel within 14 days of signing up for digital services, unless you have expressly agreed to begin services immediately and acknowledged that you will lose your right of cancellation.

10. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. Any changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the updated policy.

11. Contact Information

For questions about refunds or cancellations:

Email: info@azrak.io

Phone: +44 333 090 6063

Address: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

Company No: 16222512