Cancellation & Refund Policy

1. Billing through BigCommerce

Standard AI Upsell Engine subscriptions are purchased and managed through BigCommerce Unified Billing. BigCommerce presents the checkout, associates the subscription with your BigCommerce account, and handles the platform billing relationship.

The price, billing interval, trial period, and other checkout details shown in BigCommerce at the time you approve the subscription are the authoritative details for that checkout.

2. Canceling during a free trial

Where a 14-day trial is offered and the subscription has not yet been invoiced, cancellation normally takes effect immediately through the BigCommerce subscription process. After cancellation becomes effective, paid app capabilities may become unavailable.

Trial eligibility may be limited to prevent repeated or abusive use of free trials.

3. Canceling a paid subscription

You may cancel a standard paid subscription at any time using the supported cancellation flow in AI Upsell Engine/BigCommerce or by contacting us if you need assistance.

For an already invoiced subscription, BigCommerce’s standard Unified Billing cancellation behavior is to schedule cancellation for the end of the current billing cycle. This means you can normally continue using the paid plan through the date for which you have already paid, after which the subscription ends and paid access is removed or reduced.

4. Uninstalling the app and billing cancellation

Uninstalling AI Upsell Engine removes the app connection and storefront installation state, but you should not rely on uninstall alone as proof that a paid subscription has been canceled unless BigCommerce clearly confirms the subscription cancellation.

To avoid an unwanted renewal, use the app’s supported subscription cancellation flow or contact support@aiupsellengine.com before the next renewal date.

5. Refund policy

Subscription fees that have already been charged are generally non-refundable, except where a refund is required by applicable law or where we approve a refund after reviewing a billing or service issue.

We will review refund requests fairly on a case-by-case basis. Examples that may justify a full or partial refund include:

• a confirmed duplicate or incorrect app subscription charge;
• a charge that occurred after a cancellation had already been confirmed effective;
• a material billing error attributable to AI Upsell Engine;
• a substantial period in which a paid core feature was unavailable because of a confirmed defect in our Service and no reasonable workaround was available; or
• another situation where applicable consumer or commercial law requires a refund.

Please contact us as soon as you notice a billing issue. For faster investigation, we recommend contacting us within 14 calendar days of the charge, although this recommendation does not limit rights that cannot legally be limited.

6. Situations that are normally non-refundable

Unless required by law or specifically approved by us, we normally do not provide refunds or credits for:

• unused days in a billing period after a voluntary cancellation that is scheduled for period end;
• unused recommendation views, AI generations, Campaign capacity, storefront capacity, or other plan allowances;
• forgetting to cancel before renewal;
• a change of mind after the paid subscription has begun;
• store traffic, conversion, revenue, or sales results that differ from expectations;
• issues primarily caused by BigCommerce outages, third-party providers, unsupported custom theme changes, browser extensions, merchant configuration, deleted products, unavailable inventory, or other conditions outside our reasonable control; or
• temporary interruptions that are reasonably resolved and do not materially prevent use of the paid Service.

We do not guarantee a particular conversion rate, average order value, sales amount, or revenue outcome.

7. Upgrades, downgrades, and prorated credits

Plan changes are subject to the options and billing behavior supported by BigCommerce Unified Billing and the Service at the time of the change.

Unless the checkout or BigCommerce billing flow expressly shows a prorated credit or adjustment, you should not assume that changing plans creates a cash refund for unused time. Any credit, charge, or effective-date information shown by BigCommerce during the plan-change flow controls that transaction.

8. How to request cancellation or refund assistance

If you need help with a subscription or believe a charge is incorrect, contact:

Email: support@aiupsellengine.com
Support page: https://aiupsellengine.com/support.html

Please include:

• your BigCommerce store URL or store identifier;
• the AI Upsell Engine plan involved;
• the approximate charge or renewal date;
• a short explanation of what happened; and
• any relevant BigCommerce billing confirmation or app support reference.

Do not send full payment-card numbers, CVV values, passwords, API secrets, or other sensitive credentials by email.

9. Approved refund processing

If we approve a refund, it will be processed using the billing/refund mechanisms available to us through BigCommerce or the applicable payment/billing provider. The time it takes for a credit to appear can depend on BigCommerce, banks, card networks, currency conversion, and other providers outside our control.

We may ask for reasonable information needed to verify the store, subscription, charge, cancellation state, or technical issue before approving a refund.

10. Enterprise or custom agreements

If you have a separately signed Enterprise, custom-pricing, reseller, or negotiated agreement with SkyliTech, the cancellation, notice, payment, and refund terms in that signed agreement control where they conflict with this public policy.

11. Changes to this policy

We may update this policy to reflect changes to our plans, BigCommerce billing capabilities, applicable law, or our support processes. The current version will be posted at this URL with an updated revision date.

This policy should be read together with our Terms of Service and Privacy Policy.