ARWANZAI POLICY

Refund & Cancellation Policy

This policy defines the intended customer-facing rules for cancellations, billing corrections, refunds and the relationship between payment status and licence status.

Version 0.9.0-web-policyUpdated 26/09/2026Automatic execution: NEVER

Commercial note: the public payment checkout is intentionally not being changed as part of this policy-page release. Payment-gateway configuration and final tax/invoice treatment will be enabled separately after business and finance approval.

1. Payment and entitlement are separate

A payment reference does not by itself mean that an ArwanzAI licence has been issued. Finance verification, order acceptance and entitlement issuance remain separate controls.

2. Eligible correction/refund cases

Duplicate payment after verification.
Incorrect amount or currency charged.
Payment received but the agreed service could not be activated because of an ArwanzAI service failure.
Cancellation before licence activation where the applicable order permits it.
Any refund required by mandatory applicable law.

3. Activated or materially used service

Once a licence is activated or a paid pilot/service has materially commenced, refunds are normally not available except where the accepted order, enterprise contract or applicable law provides otherwise.

4. Enterprise customers

Enterprise orders may contain negotiated cancellation, milestone and refund rules. The signed enterprise agreement controls where it differs from this general policy.

5. Refund method

Where supported, refunds are associated with the original payment transaction and returned through the original payment method. The time taken for a card issuer, bank or payment provider to post the credit is outside ArwanzAI's direct control.

6. Currency treatment

The refund is tied to the original transaction rather than recalculated manually using a later exchange rate. Gateway/payment-provider mechanics govern the payment-currency movement.

7. Access after refund

A completed refund may require licence suspension, cancellation or another entitlement action. Refund completion is recorded separately from the technical access change.

8. Request process

Send the order/payment reference and a concise reason to the support address. Do not send card numbers, CVVs, bank passwords or other payment credentials by email.

9. Chargebacks

Chargebacks may trigger a security and finance review. Where permitted, ArwanzAI may suspend affected entitlement while the transaction is investigated.

10. Contact

Refund and cancellation requests: arwanzai@crazydba.com.