Refund guidelines

AxoClass is billed differently from a typical one-time software purchase: a one-time onboarding fee, followed by an ongoing monthly platform fee based on your academy's revenue. This policy explains when refunds apply to each.

One-time onboarding fee

If you cancel before onboarding work (platform setup, branding, configuration, data migration, onboarding, and training) has begun, the onboarding fee is fully refundable. Once onboarding work has started, the fee becomes non-refundable, reflecting the setup work already completed on your behalf.

Monthly platform fee

The monthly platform fee is calculated based on your academy's revenue for that billing period and is not retroactively refundable once a billing period has closed. If you believe a monthly invoice was calculated incorrectly, contact us within 14 days of the invoice date and we will review it.

When a refund applies

You may be eligible for a refund if

• You cancel before onboarding work has started, for the onboarding fee.
• A monthly invoice was miscalculated, and you raise it with us within 14 days of the invoice date.
• AxoClass was unable to deliver the agreed onboarding scope due to a fault on our part.

How to request a refund

Simply follow these easy steps

1. 1

   Contact our team.

   Email contact@axoble.com or use our Contact page with your academy name and the invoice or request in question.

2. 2

   Share the relevant details.

   Include your account/academy details, invoice reference, and a description of the issue.

3. 3

   We review and respond.

   Our team reviews the request and responds with a decision, typically within 5–10 business days.

Approved refunds will be issued to the original payment method used.

Non-refundable situations

Refunds do not apply in situations including but not limited to

• The onboarding fee, once setup, configuration, or training work has begun.
• Monthly platform fees for billing periods that have already closed.
• Third-party charges (Zoom, WhatsApp, SMS gateway, payment gateway fees) already incurred.
• Cancellation due to a change of mind after go-live, without a service fault on our part.

Refund processing time

Once a refund is approved, it may take 5–10 business days for the amount to reflect in your account, depending on your payment method.

Questions about billing

If you have a billing question that isn't covered here, email us at contact@axoble.com and we'll be glad to help.