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Axiom Lab

Refund Policy

Last updated 2026-10-02 · beta version

This beta version will be updated once the operator's details are published.

This policy explains when money on your Azimo balance can be refunded and how to ask. In short: balances are non-refundable in principle, but if we charged you by mistake, we will put it right.

1. Your prepaid balance

  1. Azimo runs on a prepaid balance in HKD. You top it up online, you are credited exactly what you pay, and it can only be spent on production. Balances kept in US dollars before September 2026 were converted to HKD at a fixed rate, and your statement shows that conversion, with its rate, as one entry.
  2. Online payments are handled by Stripe; your card details never reach our servers. During the beta, top-ups may run in a demo mode in which no real money is charged.
  3. We do not publish prices; pricing is agreed with sales@azimo.ai. We suggest topping up only what you expect to use.

2. Non-refundable in principle

In principle, a prepaid balance cannot be refunded or withdrawn, and can only be spent on production. The exceptions are:

  1. where the law requires a refund;
  2. where we charged you in error, as described in section 5.

3. Jobs you are not charged for

These rules are applied automatically; you do not need to ask:

  • Every job starts with a plan, and plans are free.
  • Production only starts once you confirm the plan. Each film has a fixed price: it does not change with what the production uses, and we never ask you to pay more while it is being made.
  • You are charged only for a film that is successfully delivered, and only once.
  • If a job fails our quality checks (QA), or fails for reasons on our side, you are not charged and the amount set aside for it goes back to your balance. If we then remake and deliver it, you are charged once.
  • If you cancel a job, you are not charged and the amount set aside for it goes back to your balance. This includes a job that was waiting for your input and expired after 7 days.

4. Checking your balance and charges

  1. Once signed in, you can see your balance and statement in your account at any time, including every top-up, reservation, charge and return.
  2. A job in production first sets aside the price of one film. When it ends, it is settled under the rules above and anything not charged goes back to your balance.
  3. If a line in your statement is unclear, just ask us. You do not have to wait until you want a refund.

5. When we got it wrong

The following are our mistakes. We will correct your balance or refund the money to your original payment method:

  1. you were charged twice for the same top-up;
  2. you were charged for a job that should have been free under section 3;
  3. your payment went through but your balance was not credited.

6. How to ask

  1. E-mail sales@azimo.ai with your account e-mail and the payment reference (for example, the number on your payment receipt), plus the date and amount of the charge.
  2. Please write within 30 days of the charge.
  3. We will reply within 5 business days. Once we have confirmed the error, we correct your balance or refund your original payment method; how long a refund takes to arrive depends on your bank and the payment network.

7. Chargebacks and disputes

If a charge looks wrong, please contact us first. It is usually the quickest way to sort it out. While a chargeback or other payment dispute is open with your bank or card issuer, your account may be paused.

8. Closing your account

Unused balance is not refunded when you close your account, except where the law requires it. Please try to use it up first, or check with sales@azimo.ai before you close the account.

9. Other terms

  1. This policy is part of our Terms of Service. How we handle your data is covered by the Privacy Policy.
  2. This policy is published by the operator of Azimo. We will post updates here with a new date at the top, and e-mail account holders about material changes.

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