Refund Policy

Overview

This Refund Policy explains how MAD Software Development Services ("we", "us", or "our") handles refunds, cancellations, credits, and billing disputes for Agero. Agero is a product of MAD Software Development Services, a DTI-registered business operating in Pasig City, Philippines.

Last updated: March 12, 2026

General rule

Because Agero includes a free plan, evaluation access, and promotional credits before a customer needs to fully commit, and because hosted infrastructure costs begin once platform resources are provisioned and used, all fees are generally non-refundable once charged. This applies to, but is not limited to:

• Subscription fees already paid for the current billing period.
• Partial or unused time remaining on an active subscription.
• Unused message allowances, credits, or add-ons.
• Voice usage or overage usage already incurred.
• Annual plan charges after the charge has been processed, except where the 14-day review window applies.

Cancellation and access after cancellation

You may cancel your subscription at any time through your account settings or by contacting us. Cancellation takes effect at the end of the current paid billing period. Unless required by law:

• Future renewals are stopped.
• Charges already paid are not reversed.
• You retain access to paid features until the end of the current billing period.
• After the billing period ends, your account reverts to the free plan (if available) or becomes read-only.

Data access and export on cancellation

When your paid subscription ends or your account is closed, we aim to give you a reasonable opportunity to export your data before access is removed. Specifically:

• You can export conversation history, agent configuration, and knowledge source metadata at any time while your account is active.
• After a subscription ends, we aim to keep your data accessible in a read-only or export state for at least 30 days before restricting access.
• After account closure, our data retention schedule applies as described in our Privacy Policy.
• We are not responsible for data loss resulting from failure to export before account closure or access restriction.

Annual plans

If annual plans become available, the following applies in addition to the general rule above:

• Annual fees are charged upfront and cover a 12-month subscription period.
• You may request a review of an annual charge within 14 days of the charge date if you believe it was made in error.
• Outside of billing errors or legal requirements, annual fees are non-refundable once the 14-day review window has passed.
• Canceling an annual plan stops renewal at the end of the 12-month period but does not entitle you to a prorated refund for unused months.

When we may consider a refund or credit

Although refunds are not the default, we may at our sole discretion issue a full or partial refund or a service credit in limited cases such as:

• Duplicate charges.
• Clear billing errors caused by us.
• Charges that continued after a valid cancellation due to our mistake.
• Significant service failure or outage directly attributable to us that was not reasonably remediated by a service credit or service extension.

Trials, free plans, and promotional credits

Free plans, trial periods, and promotional credits exist so customers can evaluate the product before committing to a paid plan. By taking advantage of these offerings before purchasing, customers acknowledge they have had a reasonable opportunity to assess the Service.

Credits and trial benefits are not redeemable for cash, are non-transferable, do not carry over indefinitely, and may be modified or withdrawn if we detect abuse, fraud, or misuse.

Payment processors and merchant of record

If your transaction is processed by Paddle or another merchant of record or payment processor, that provider may handle certain aspects of the payment flow, including tax collection and currency conversion. However, this Refund Policy describes our intended commercial position on refunds and cancellations unless mandatory law or the payment processor’s own rules require a different outcome.

For payment disputes involving Paddle, we may need to liaise with Paddle on your behalf. Contacting us first is the fastest path to resolution.

Chargebacks

If you believe you were charged incorrectly, contact us first at support@agero.tech. We aim to respond to billing concerns within 3 business days.

Filing a chargeback or payment dispute without first contacting us may result in temporary suspension of your account while the dispute is under review. Resolving the issue directly with us is typically faster and avoids interruption to your service.

Consumer rights

Nothing in this Refund Policy limits or waives any rights you may have under applicable consumer protection laws, including the Consumer Act of the Philippines (Republic Act No. 7394) or any other mandatory local law.

If applicable law requires a refund, cancellation right, or cooling-off period in a specific circumstance, we will comply with that requirement regardless of what this Policy states.

How to request review

To request review of a billing issue, email support@agero.tech with the subject line "Billing Review". We recommend submitting your request as soon as possible after noticing the issue. Please include:

• The email address associated with your account.
• The invoice or transaction reference number.
• The date of the charge.
• A brief explanation of the issue.

Contact

support@agero.tech