Refund Policy
When you're eligible for a refund, how seat subscriptions and wallet top-ups are treated, and what's excluded — designed for fairness and predictability.
- New customer and not satisfied? Full refund within 7 days of your first paid charge.
- Additional seats are billed monthly in advance; ask Support to reduce them and the change applies 30 days later, with access kept until then.
- Wallet top-ups are prepaid AI credit; value you have already spent isn't refundable.
- Trial credit is promotional, expires when the trial ends and is never refunded or exchanged.
1. Overview
BIQc has two charges: additional seats, billed monthly through a subscription, and a prepaid account wallet that pays for AI usage and plugin actions. This policy describes when you're eligible for a refund, how each charge is treated, and what's excluded.
2. 7-day satisfaction window
New customers may request a full refund of their first paid charge within 7 days of that charge if BIQc did not meet the described service. The first paid charge is either your first additional-seat invoice or your first wallet top-up. Contact support@biqc.ai within the window with your account email and the reason.
- Applies to the first paid charge only.
- Does not apply to renewals or later top-ups.
- Requires an account in good standing.
3. Additional seats
The first Admin seat is free. Additional seats are billed monthly in advance, in AUD plus GST, through your Stripe subscription. Adding a seat mid-period is billed pro-rata to the end of the period.
- Seat reductions are a support request and take effect 30 days after Support accepts it; you keep and pay for the seats until then.
- No pro-rata cash refund is issued for the unused part of a period.
- Revoking a member frees that seat for someone else; it does not cancel the paid seat.
4. Wallet top-ups
Wallet top-ups are prepaid credit for AI usage and plugin actions. Each top-up is charged once, in AUD plus GST, and credited to your account wallet after the payment settles.
- Value you have already spent is not refundable.
- Unspent purchased value stays in the wallet and expires 12 months after your latest top-up. It is not refunded if you close the account, except where the Australian Consumer Law requires it.
- Trial credit is promotional. It expires when the 72-hour trial ends and is never refunded, transferred or exchanged for purchased value.
5. Cancellations
To reduce additional seats, ask Support from Billing. The reduction takes effect 30 days after Support accepts the request, and you keep the seats until then. Cancelling the whole subscription takes effect at the end of the paid period, and you retain full access until then. Your wallet is not affected by a seat change or a cancellation.
6. Exclusions
The following are not eligible for refund or credit:
- AI usage and plugin actions that have already been settled from the wallet.
- Trial or promotional credit.
- Custom Build / Enterprise engagements where work has commenced.
- Accounts terminated for breach of Acceptable Use terms.
- Unused seat time beyond the 7-day window.
7. Disputed charges
If you believe a charge is incorrect, contact support@biqc.ai before raising a dispute with your card issuer.
8. How to request a refund
Email support@biqc.ai with the account email address, the Stripe charge ID or receipt number, and a short description of why you're requesting the refund.
9. Changes to this policy
We may update this policy to reflect operational changes or new product offerings. Material changes take effect 30 days after they are posted.