Refund and Cancellation Policy

Who This Policy Is From

Colleagu is operated by Appilities, Ajman NuVentures Centre Free Zone (ANCFZ), Ajman, United Arab Emirates. Billing questions and refund requests go to support@colleagu.com.

Cancelling a Subscription

You can cancel a paid plan at any time from Settings → Billing in your account, or by emailing support. You do not need to give a reason, and cancellation is never conditional on speaking to a salesperson.

• Cancellation stops the subscription from renewing at the end of the current billing period.
• You may choose to end access immediately, or to keep access until the period you have already paid for runs out.
• Cancelling does not delete your data. Deletion is handled separately under our Privacy Policy.

Pro-Rata Refunds

When you cancel part-way through a billing period, we refund the unused portion of the subscription fee for that period, calculated on a daily pro-rata basis from the date the cancellation takes effect.

• Monthly plans are refunded for the remaining whole days of the current month.
• Annual plans are refunded for the remaining whole days of the current annual term.
• The refund is issued automatically when you cancel with immediate effect. If you choose to keep access until the end of the period, there is nothing left unused to refund.

What Is Not Refundable

Pro-rata refunds apply to the subscription fee. They do not extend to services you have already consumed, because the cost of delivering those has already been incurred and cannot be recovered:

• Call minutes already placed or received through the AI call agent.
• AI tokens already consumed by CV screening, transcription, or agent conversations.
• SMS messages already sent.
• Telephony numbers, SIM provisioning, or third-party pass-through charges already paid to a carrier or provider on your behalf.
• One-off onboarding, migration, or professional-services fees, once the work has been delivered.

Where a plan bundles an allowance of minutes or tokens, we refund the subscription fee pro-rata and do not separately charge you for the allowance you used within that period.

Free Trials and Free Plans

No payment is taken during a free trial, so there is nothing to refund. If a trial converts to a paid plan and you cancel afterwards, the pro-rata rules above apply from the date of cancellation.

Requesting a Refund

• Cancel from Settings → Billing, or email support@colleagu.com from the address on the account.
• We acknowledge refund requests within 2 business days.
• Approved refunds are submitted to our payment processor within 5 business days.
• Funds typically reach your account 5–10 business days after that, depending on your bank or card issuer. That final leg is outside our control.

How Refunds Are Paid

Card payments are processed by Stripe. Refunds are returned to the original payment method — we cannot redirect a refund to a different card, account, or person. If the original card has expired or been closed, your bank normally still routes the refund to its replacement; if it cannot, contact us and we will arrange an alternative.

Refunds are issued in the currency of the original charge. We do not compensate for exchange-rate movement between the charge and the refund.

Billing Errors

If you believe you have been charged incorrectly — a duplicate charge, a charge after cancellation, or a plan you did not select — tell us within 60 days of the charge. Confirmed billing errors are refunded in full, regardless of the pro-rata rules above.

Disputes and Chargebacks

Please contact us before raising a chargeback with your bank. Most disputes are a billing error or a misunderstanding about plan limits, and we can resolve those far faster than the card-scheme dispute process, which typically runs 30 to 90 days.

We may suspend an account while a chargeback is open on it, and we may decline to reinstate service until the disputed balance is settled. We will not suspend an account for raising a dispute in good faith once it has been resolved.

Refunds We May Initiate

If we terminate your account for convenience, or discontinue a service you have paid for, we refund the unused portion of your subscription on the same pro-rata basis. We do not refund fees where an account is terminated for breach of the Terms of Service, including the Acceptable Use Policy.

Your Statutory Rights

This policy sits alongside your legal rights and does not replace them. Consumers in the United Arab Emirates retain their rights under Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations. Customers elsewhere retain any mandatory rights available under the consumer-protection law of their own country, including statutory cancellation and withdrawal rights where those apply. Nothing in this policy limits a right that cannot be limited by contract.

Changes to This Policy

We may update this policy. Changes apply to billing periods that begin after the revision date shown at the top of this page, and never retroactively to a refund you have already become entitled to.

Contact Us

Billing and refunds: support@colleagu.com. Legal questions about this policy: legal@colleagu.com.