Refund and Cancellation Policy

Kyiv · Version dated 11 November 2026

This policy is published in English, Ukrainian, Russian and Spanish, and all versions have the same content. If the versions differ, the Ukrainian version prevails for customers in Ukraine and the English version for all other customers.

This policy sets out payments, refunds and cancellation for Apexline. It is part of the Terms of Service. The seller is ФОП Авдєєв Максим Олексійович (details in section 9); payments are processed by WayForPay. Prices are shown in the app and in your order before you pay.

Contents

1. What you pay for

Subscription: built from AI roles (the Core crew plus any add-on roles and bundles), paid monthly in advance by card. It includes a monthly token allowance.
Turnkey setup: an optional one-time payment. We connect your data sources, calibrate your metrics and run the first review of your numbers with you. It includes the first 3 months of the Core crew; add-on roles in those months are billed separately.
Top-up packs: prepaid tokens for extra AI work.
There is no free trial. Apexline shows the product in a demo built for your company; pilot access that Apexline grants in writing follows its own written terms.

2. Subscription payments

You can cancel at any time (section 6). The subscription stays active until the end of the month you paid for.
A month that has started is not refunded, in full or in part. This applies to the first payment, renewals and roles added during a month.
We refund in full a charge made by mistake, a duplicate charge, and a charge made after you cancelled because of a technical error on our side. Write to us with the date of the charge.
Where the law of your country gives you a right to a refund, that right applies.

3. Turnkey setup and the growth guarantee

If, in the first 30 days after your first data source is connected, the AI crew does not find growth opportunities and losses worth at least the annual price of the Core crew, we refund the Turnkey setup payment in full.

3.1 What counts

We count the items the crew shows in the app with an amount in money: growth opportunities (for example, revenue from leads that never got a call back) and losses (for example, ad spend that brings no deals).
We add up their monthly amounts and multiply by 12. An item found twice is counted once.
The annual price of the Core crew is 12 times its monthly price on the day you paid for the setup.

3.2 Conditions

At least one system with at least 3 months of history is connected: a CRM, call analysis, ad accounts or bank statements.
The owner, or a person the owner appoints, takes part in the first review of the numbers (a video call of up to one hour).
The connected data stays connected during the 30 days.

3.3 How to claim

Write to info@apexline.win from the owner's account email within 14 days after the 30-day period ends.
We check the amounts in your company and reply within 5 business days. If the condition is met, we refund the whole Turnkey payment to the card used for it.
After a guarantee refund the subscription ends, including the Core crew months that came with the setup. Company data is kept as described in section 6.
The guarantee applies once per customer.

4. Tokens

Tokens are used in this order: the current month's included tokens first, then top-up tokens, oldest pack first.
Included tokens are part of the subscription. Unused included tokens expire at the end of the month and are not refunded.
Top-up packs are valid for 12 months from purchase, including while the subscription is paused or cancelled, as long as the company exists (section 6).
Top-up refunds: a pack is refunded in full if you ask within 14 days of purchase and none of its tokens have been used. Once any of its tokens are used, or after 14 days, the pack is not refundable.
Failed tasks: if an AI task fails on our side, the tokens reserved for it return to the balance automatically.
Tokens are not money. They cannot be exchanged for cash or moved to another company, except through the refunds described here.

5. New roles and the shadow week

When you add a role, it first works in the shadow for 7 days at no charge: it reads your data and records what it would do, but takes no actions.
The shadow week is available with a paid subscription, once per role in each company. In the shadow a role uses no more than a quarter of its monthly budget; calls made by Diego (AI Receptionist) and images made by Felix (AI Creative Director) in the shadow are paid from the company's tokens.
After 7 days the role goes on shift unless you turned it off, and from then on it is billed for the days it is on shift.
A role you remove stays on shift until the end of the paid month and is not charged after that. The rest of that month is not refunded.

6. Cancellation

6.1 How to cancel

The owner can cancel at any time in the app, under Billing, or by writing to info@apexline.win.

6.2 What happens next

The subscription and its AI roles stay active until the end of the paid period, and the company can use its tokens until then.
Recurring charges stop at once: we cancel the recurring payment with WayForPay.
When the paid period ends, the AI roles stop working.
Company data and unused top-up tokens are kept for 90 days after the paid period ends.
After 90 days, company data is deleted permanently and unused top-up tokens are cancelled without refund.

6.3 Resubscribing

If the company resubscribes within those 90 days, its data and unused top-up tokens are restored. After 90 days, deleted data cannot be recovered.

7. How refunds are paid

Refunds go to the card used for the payment, through WayForPay, within 5–10 business days after we confirm them. When the money appears on your card depends on your bank.

8. Chargebacks

Before filing a chargeback with your bank, contact us at info@apexline.win so we can resolve the issue. Filing a chargeback without contacting us first may lead to suspension of the account.

9. Contact

Email: info@apexline.win
Response time: within 24 business hours
Seller: ФОП Авдєєв Максим Олексійович, Tax ID (РНОКПП): 3553509492, Kyiv, Kombinatna 25a, Ukraine