Delivery & Refund Policy

1. When the service is delivered

Access opens immediately after Paysera confirms receipt of payment to us — usually within a few seconds, and in rare cases up to a few minutes if confirmation is delayed by the payment network.

• New subscription or reactivation: a new monthly period opens and access is restored.
• Additional seats or storage: applied immediately to the existing subscription.
• Additional AI units: credits are added immediately to the firm's shared pool.
• Auto-renewal: payment is charged one hour before expiry, but the new period begins exactly at the moment the current one expires — not earlier.

The page you see after returning from Paysera is informational only. The true confirmation comes from Paysera's direct notification to our system, so the true state always appears on the "Plan and billing" page inside the workspace.

2. If the payment fails

No amount is charged and no change is applied. You can try again immediately. If you see a "pending" payment, you can continue or cancel it from the billing page.

3. If you paid but access did not open

Write to support@axii-llc.com with the date and amount of the payment. If receipt is confirmed and access does not open, we either fix it immediately or refund you in full.

4. When a refund is given

We refund in full in these cases:

• Duplicate payment or repeated charge for the same action.
• Service not delivered — payment was received, but access or credits were not granted.
• Charge after cancellation — renewal was charged even though you had cancelled it beforehand.
• Pricing error on our side — we refund the difference.
• Extended outage of the service on our side — by which we mean an unplanned outage of more than 24 consecutive hours, or more than 72 hours in total within one billing period. In these cases we refund in proportion to the days lost. Planned maintenance, of which we give you advance notice, does not count.

5. When a refund is not given

Skedari is sold only to business entities registered in Kosovo, not to individual consumers, so the withdrawal rights that the Law on Consumer Protection grants to consumers do not apply. We do not refund:

• A started and used period — if you simply decide to stop using the service, the current period is not refunded. Cancel renewal and access continues until it ends.
• Configuration decreases — reducing seats, storage, or AI units takes effect from the next renewal and does not bring a refund for the current period.
• Unused AI credits — they do not carry over and are not returned as money.
• AI units bought during a period — they are charged at full price and credits are granted immediately in full, so they are not prorated by remaining days and are not partially refunded.
• Account deletion by you before the end of the paid period.

6. How to request a refund

Send an email to support@axii-llc.com with the subject "Refund request" and include:

1. the firm name and the administrator's email;
2. the date and amount of the payment, or the invoice number;
3. the reason for the request.

You must submit the request within 60 days of the payment date. We confirm receipt within 2 business days and give a decision within 10 business days.

7. How the refund is made

The refund is made through Paysera, to the same payment method used for the purchase. We do not refund in cash or to third-party accounts. Once we initiate it, the money usually arrives within 5–10 business days, depending on your bank. We charge no fee for refunds.

When a payment is refunded, the relevant subscription is suspended, auto-renewal is disabled, and access to the workspace stops.

8. Cancellation is not a refund

Cancelling auto-renewal only stops future payments. It does not return money for the paid period, and your access continues until it ends. You can cancel at any time from the "Plan and billing" page.

9. Bank disputes

Please contact us before opening a dispute with your bank — almost any problem is resolved faster directly with us. A bank dispute automatically suspends the subscription and stops access until the matter is reviewed.

10. Contact

AXII L.L.C · NUI 812035526 · support@axii-llc.com · Full contact details