Refund and Cancellation Policy

1. At a glance

• 14-day free trial. No payment details required to start, and no charge when it ends unless the workspace owner turned on auto-renew during the trial.
• Access is prepaid one month at a time, per seat, in Malaysian Ringgit (MYR).
• Auto-renew is optional and off unless the workspace owner turns it on. Without it, each further month is a payment you choose to make; with it, the owner can turn it off at any time.
• No cancellation fee, and no penalty for leaving.
• Refunds are issued for billing errors, duplicate charges, and any amount taken in error.

2. Free trial

New workspaces may start a 14-day free trial. No payment details are required to sign up, and the trial does not convert into a paid subscription on its own. The only exception is when the workspace owner turns on auto-renew during the trial; the card is then charged when the trial ends.

If you do nothing at the end of the trial, the workspace returns to the activation step and you are not charged. You start paying only by choosing a plan and confirming a payment yourself, or by turning on auto-renew.

3. How billing works

• Access is prepaid. Each payment buys one month, and the workspace stays open until that period ends.
• Auto-renew is optional and off unless the workspace owner turns it on from the billing screen. Without it, nothing is ever charged unless you start the payment yourself from the billing screen. With it, the card the owner authorised is charged automatically each month on the renewal date — see the Payment Policy.
• Pricing is per seat. Each payment is the number of active seats multiplied by your plan's seat price.
• Payments are collected by our payment provider, Curlec, part of Razorpay, on its own secure payment page, by Malaysian online banking (FPX) or by card (Visa, Mastercard). Your card and bank details are entered only on Curlec's page — we never receive or store your full card number or your bank login credentials.
• An auto-renew charge is treated the same way as a payment made by hand under the refund rules in sections 5 and 6.
• Applicable taxes, including Malaysian service tax where it applies to us, are shown before you confirm payment.

4. Stopping

Because access is prepaid, there is no cancellation fee and no notice period. If you pay by hand and do not want another month, simply do not renew. If auto-renew is on, turn it off from the billing screen. You never need to contact us or give a reason.

• Not renewing costs nothing. Access ends on its own when the period you paid for ends.
• If you pay by hand, there is nothing to cancel: nothing further is charged unless you start a payment yourself.
• If auto-renew is on, turning it off is how you stop future charges. To avoid the next auto-renew charge, turn it off before the renewal date. No further charges are made once it is off.
• Choosing not to renew, or turning auto-renew off, does not end your current period early — you keep full access until the last day you have paid for.
• You can export your data at any time before access ends.

If an amount is ever taken that you did not start yourself and that was not an auto-renew charge the workspace owner had turned on, that is a billing error and we refund it in full — see section 5.

5. When we refund

We issue a full refund, without argument, in each of these cases:

• An amount was taken without you starting the payment, and not as an auto-renew charge the workspace owner had turned on.
• You were charged more than once for the same period, or charged the wrong amount.
• A charge was taken in error on our side, including an incorrect seat count we caused.
• You were charged during a free trial that you had not converted to a paid plan.
• We were unable to provide the service for a sustained period within a billing cycle because of a fault on our side, in which case we refund that cycle in proportion to the time lost.

We review every refund request within 5 business days. Approved refunds are returned to the original payment method and normally reach you within 14 business days, depending on your bank.

6. When we do not refund

Because access is prepaid a month at a time and you are never committed beyond it, we do not refund in these cases:

• Part-used months. You keep access for the rest of the period instead.
• Seats you added and then stopped using during a period already paid for.
• Periods where the workspace was active and available to you but you chose not to use it.
• Suspension or termination caused by your breach of our Terms of Service or Acceptable Use Policy.

If you believe your situation is unfair under this policy, write to us at [email protected]. We would rather resolve it directly than have you dispute a charge with your bank.

7. How to request a refund

Email [email protected] with the subject line “Refund request”. Include:

• The workspace or agency name on the account.
• The date and amount of the charge.
• The reason for the request.

We acknowledge every request, review it within 5 business days, and tell you the outcome in writing with reasons.

8. Seat changes and downgrades

• Adding a seat mid-cycle is charged pro rata for the days remaining in that cycle.
• Removing a seat takes effect at your next renewal. The seat stays usable until then, and the reduction is reflected in the next invoice.
• Moving to a lower plan takes effect at your next renewal, so you keep the features you paid for until then.

9. When a paid period ends unpaid

We remind you 7 days before a paid period ends, and again on the last day, so a lapse should never come as a surprise. These reminders are not sent while auto-renew is on, because the card will be charged instead; the workspace owner is notified if a charge fails.

• If the period ends without payment and auto-renew is off, the workspace becomes read-only straight away. There is no grace period.
• Read-only means you can still sign in, read everything and export your data. You cannot add or change records.
• A payment that does not complete at the provider leaves the period unpaid, with the same effect, until a payment succeeds.
• With auto-renew on, the workspace stays usable for up to one day after the paid period ends while the charge arrives. If the charge fails, Curlec retries it, the workspace owner is notified, and the workspace becomes read-only once the paid period has ended. Full access returns as soon as a retried charge succeeds or the owner pays by hand; paying by hand turns auto-renew off first, so the same month is never charged twice. If the retries also fail, auto-renew stops.
• Nothing is deleted while a workspace is read-only.
• Paying restores full access immediately.

10. Your data after cancellation

• You can export your data at any time while you still have access.
• After access ends we retain your workspace data for 30 days so you can reactivate without losing anything.
• After 30 days the data is scheduled for permanent deletion from our active systems, and is removed from backups in the normal backup rotation.
• You can ask us to delete your data sooner by writing to [email protected].

11. Chargebacks and disputes

If something looks wrong on your statement, please contact us at [email protected] before raising a chargeback with your bank. We can almost always resolve a billing question faster than the dispute process can, and a chargeback locks the amount for weeks while it is investigated.

Where a chargeback is raised against a charge that was correctly due, we may suspend the workspace until the matter is settled.

12. Custom development projects

This policy covers Prop Elite subscriptions. Development projects are billed separately by invoice, and their payment terms are set out in the signed proposal or statement of work.

• Deposits secure scheduled delivery capacity and are non-refundable once work has commenced.
• Completed and accepted milestones are non-refundable.
• If we cannot deliver a milestone we have invoiced, we refund the amount paid for that milestone.

13. Contact

• Aether AI Labs
• SSM registration no. 202603189096 (003871416-X)
• 43 Tringkap, 39100 Brinchang, Pahang, Malaysia
• Email: [email protected]