Refund & Cancellation Policy

This Refund & Cancellation Policy (the “Policy”) describes the cancellation, renewal, trial conversion, refund, payment dispute, and related commercial practices applicable to ELION SYSTEMS LTD (“ELION”, “we”, “us”, or “our”) in connection with its subscription-based software-as-a-service offerings. ELION operates a global AI SaaS platform providing AI Voice Agents, AI Receptionists, AI WhatsApp Agents, business automation, and related features and services.

This Policy is intended for publication on the ELION website and is designed to be consistent with ELION’s broader legal and contractual framework, including its Terms of Service, SaaS Subscription Agreement, Privacy Policy, Data Processing Addendum, Acceptable Use Policy, AI Usage Policy, Data Retention Policy, and Call Recording Notice.

This Policy applies except to the extent that a separately negotiated written agreement expressly governs the relevant subscription or customer relationship. Nothing in this Policy limits any mandatory rights that cannot lawfully be excluded or restricted under applicable law.

For purposes of this Policy, the following definitions apply:

“Account” means the customer account through which the Services are accessed, administered, or managed.

“Customer” means the person or legal entity that subscribes to, accesses, purchases, or uses the Services.

“Free Trial” means any no-charge, promotional, time-limited, or usage-limited access period made available by ELION for an applicable subscription plan or service feature.

“Services” means ELION’s subscription-based software and related services, including AI-powered communications, automation, scheduling, analytics, and associated functionality.

“Subscription” means the paid or trial-based right to access and use the Services during an applicable billing period or subscription term.

“Usage Limits” means any limits, thresholds, quotas, minutes, credits, tokens, seats, messages, or similar usage parameters established by ELION for an applicable plan or service.

ELION provides subscription-based SaaS services. Unless otherwise stated in a separately negotiated written agreement or required by applicable law, subscriptions renew automatically for successive billing periods until cancelled in accordance with the applicable account, contractual, or administrative process.

By purchasing or activating a subscription, the Customer authorizes ELION and its authorized payment processing providers to charge the applicable recurring fees, usage-based fees, overage amounts, and other properly due charges associated with the selected plan or service configuration.

Automatic renewal is intended to maintain continuity of service and avoid unintentional interruption. It remains the Customer’s responsibility to review subscription settings, billing cycles, and plan details through the Account dashboard or other applicable ordering process.

ELION may offer a Free Trial for the Basic plan or other applicable plans, services, features, promotions, or onboarding programs. Any such trial is offered at ELION’s discretion and may be subject to eligibility criteria, regional availability, account verification, configuration conditions, technical prerequisites, or additional plan-specific terms.

Unless otherwise expressly stated by ELION, a Free Trial ends upon the earlier of:

1. 1.the expiration of the applicable trial period of 30 days; or
2. 2.the Customer’s consumption of the applicable [USAGE LIMIT], credits, minutes, messages, tokens, or other configured trial thresholds.

ELION may configure, modify, suspend, or discontinue trial parameters, including trial duration, included features, available functionality, Usage Limits, and eligibility requirements, in its discretion and subject to applicable law.

By starting a Free Trial that is designed to convert into a paid subscription, the Customer authorizes the future charge of the applicable subscription fee upon trial conversion, using the payment method or billing authorization associated with the Account.

Unless cancelled before the trial expires, the relevant subscription will automatically convert into a paid subscription at the end of the Free Trial. No reminder prior to conversion is guaranteed unless required by applicable law or expressly committed by ELION in writing.

Important: Customers should monitor trial status and usage carefully. Failure to cancel before trial expiration will normally result in conversion to a paid subscription and the charging of the applicable fees.

Customers may cancel an applicable subscription at any time through the Account dashboard, where that functionality is available, or through another contractually approved administrative method communicated by ELION.

Cancellation generally stops future renewals effective at the end of the then-current billing period or subscription term, unless a different timing rule applies under the Customer’s plan, Order Form, or separately negotiated enterprise agreement.

Unless required by applicable non-waivable law or expressly agreed otherwise in writing, cancellation does not normally entitle the Customer to a refund, credit, or pro rata reimbursement for the current billing period, remaining subscription time, or unused service capacity.

The Customer remains responsible for any properly incurred charges, accrued fees, usage-based amounts, taxes, or contractual commitments arising prior to the effective date of cancellation.

As a general rule, ELION does not provide refunds for:

• partially used subscription periods;
• unused time within an active billing period or term;
• unused AI credits, unused minutes, unused messages, or unused tokens;
• customer-side configuration choices, deployment decisions, implementation preferences, or plan selection choices;
• downgrades requested after charges have already been incurred; or
• change of mind, non-use, or reduced use of the Services.

Refunds may be issued solely at ELION’s discretion or where required by applicable law. Any discretionary exception granted in one case does not create a continuing obligation, precedent, or waiver in any other case.

Where a refund is provided, ELION may determine the appropriate remedy, scope, timing, and method of implementation, subject to applicable law and operational feasibility.

If a verified technical issue entirely prevents the Customer from using the Services in a material respect, and ELION is unable to resolve that issue within a reasonable period after receiving sufficient notice and cooperation, ELION may, at its sole discretion and to the maximum extent permitted by law, offer one or more of the following remedies:

• a partial refund or full refund;
• service credits;
• an extension of the subscription period; or
• another commercially reasonable remedy.

For purposes of this Section, a technical issue must be verified by ELION based on reasonably available evidence and must not be attributable primarily to Customer systems, third-party environments outside ELION’s control, unsupported configurations, misuse, external connectivity issues, or circumstances excluded under ELION’s contractual documentation.

Nothing in this Section creates a service level agreement or guaranteed remedy unless separately agreed in writing.

Before initiating a chargeback, payment reversal, or formal billing dispute through a bank, card network, payment institution, or other intermediary, the Customer should first contact ELION to allow a reasonable opportunity to review and address the issue.

Fraudulent, abusive, bad-faith, or materially unsupported chargebacks may result, where permitted by law, in one or more of the following actions:

• temporary account suspension;
• restriction of service access or feature availability;
• termination of the subscription or Account; and
• recovery actions, including reasonable administrative, legal, and collection measures.

Nothing in this Policy is intended to restrict any lawful right to dispute an unauthorized transaction or to exercise any mandatory statutory payment right.

Some enterprise, negotiated, or custom commercial arrangements may include refund, cancellation, renewal, invoicing, or credit terms that differ from this Policy. Where ELION and a Customer have entered into a separately negotiated written agreement that expressly addresses these matters, that agreement shall prevail over this Policy to the extent of any direct conflict.

This Policy remains applicable to the extent it does not conflict with such negotiated terms and may operate as a general background policy where the enterprise agreement is silent.

ELION reserves the right to add, remove, replace, modify, restructure, or discontinue subscription plans, plan names, features, service tiers, included functionality, usage entitlements, AI quotas, minute allocations, message allocations, token limits, and pricing structures.

ELION may also introduce new charges, usage models, or commercial terms relating to current or future services, provided that reasonable prior notice will be given where required by applicable law or contractual commitment.

Existing subscribers will receive such notice as is legally or contractually required before material prospective pricing changes take effect. Nothing in this Policy guarantees grandfathered pricing, permanent access to legacy plans, or indefinite preservation of historical plan structures unless expressly agreed in writing.

Payments are processed through authorized third-party payment providers and financial processing systems selected or approved by ELION from time to time. ELION does not guarantee the timing of bank settlement, card reversal, statement posting, or funds availability once a refund or credit has been initiated.

Where a refund is approved, the processing timeline may depend on the relevant payment provider, payment method, financial institution, compliance checks, and operational banking procedures. Accordingly, posting delays may occur even after ELION has approved or released the refund instruction.

To protect the integrity of the Services, other customers, and ELION’s commercial systems, ELION reserves the right, to the maximum extent permitted by law, to deny a refund request in circumstances involving:

• abuse or misuse of the Services;
• fraud or suspected fraud;
• excessive consumption of trial or paid resources followed by a refund demand;
• violations of ELION’s contractual terms or policies;
• attempts to circumvent subscription limits, billing rules, or usage controls;
• duplicate, repeated, or bad-faith refund requests; or
• materially inaccurate or misleading statements made in support of the refund request.

ELION may request reasonable supporting information to assess a refund claim and may decline relief where the Customer does not provide sufficient information to permit review.

This Policy is intended to be interpreted and applied consistently with applicable legal requirements, including, where relevant, the GDPR, the UK GDPR, the Israeli Privacy Protection Law, applicable United States consumer protection laws, Australian consumer law, and applicable requirements in the United Arab Emirates.

Nothing in this Policy excludes, limits, or overrides rights that cannot lawfully be waived or restricted under applicable law. Where mandatory consumer, payment, auto-renewal, or cancellation protections apply, those protections shall prevail to the extent required by law.

Because legal requirements may vary depending on jurisdiction, customer type, contracting model, and service configuration, ELION may implement different operational steps, notices, or customer communications where needed to comply with applicable local law.

This Policy should be read together with ELION’s Terms of Service, SaaS Subscription Agreement, Privacy Policy, Data Processing Addendum, Acceptable Use Policy, AI Usage Policy, Data Retention Policy, Call Recording Notice, and any applicable order documentation or negotiated commercial agreement.

Those documents address separate legal and operational matters, including service use, permitted conduct, privacy and data processing, AI-related limitations, retention and deletion practices, and communications compliance.

This Policy is limited to cancellation, refund, trial conversion, payment dispute, and related commercial matters. In the event of a conflict between this Policy and a separately negotiated enterprise agreement, the negotiated agreement will control to the extent of that conflict.

Customers seeking assistance regarding cancellations, billing questions, refund requests, or related commercial support matters may contact ELION at:

• Support: support@elionagent.com
• Policy: refund-policy@elionagent.com

When submitting a request, customers should provide sufficient identifying information to enable ELION to locate the relevant Account, subscription, invoice, or transaction, subject to reasonable verification and security procedures.

ELION may update or revise this Policy from time to time to reflect changes in business operations, subscription models, legal requirements, payment processes, or service offerings.

The then-current version will be published on the ELION website with an updated “Last Updated” date or similar version reference. Any changes will apply prospectively unless otherwise required by law.

Where applicable law or contractual commitments require advance notice of material changes, ELION will provide such notice in a commercially reasonable manner.