Refund, Delivery & Cancellation Policy

Last updated 5 October 2026 · Applies with the Terms of Service (updated 6 October 2026)

This page explains, in plain language, how our services are delivered and how payments, cancellations and refunds work for services provided by Asteriq Kinesis PLT ("AsteriQ"), including AttendX, Centre Management, Digital Cards and SiteBuilder. It summarises our Terms of Service. If anything here differs from the Terms, the Terms apply.

1. Delivery of our services

All our products are digital online services — nothing physical is shipped, and there are no shipping fees.

  • Subscriptions (for example AttendX): access is activated straight away when you sign up or when your payment is confirmed, normally within a few minutes. Your login details and receipts are sent to the email address on your account.
  • Upgrades and add-ons (for example extra staff or office locations) are applied to your account as soon as payment is confirmed.
  • Digital Cards and websites: your card or site is published online once it is created or paid for, as described when you purchase.

If you have paid but your service is not active within 24 hours, email hello@asteriqhq.com with your invoice number and we will sort it out.

2. Free trials

Where a plan includes a free trial (for example, the 3-day AttendX Lite trial), no payment card is needed to start and nothing is charged during the trial. If you subscribe before the trial ends, your paid period starts when the trial would have ended, so you keep the remaining trial days. If the trial ends without a subscription, access is paused until you subscribe.

3. Subscriptions and renewals

Subscriptions are paid in advance for the period you choose (for example, monthly or yearly). Renewal reminders are sent by email before a period ends.

Automatic renewal is optional. We only charge your card automatically if you choose automatic renewal when you pay, where the option is offered. We email you at least 3 days before each automatic charge, and you can switch it off at any time before the renewal date. Switching it off stops future charges but does not refund the current period.

We never see or keep your full card details. Card payments are entered on Airwallex's secure payment page, and any saved card is stored by Airwallex.

4. Changing your plan

  • Upgrades (for example, more staff) take effect immediately. You pay only the price difference for the time remaining in your current period.
  • Adding an office location takes effect once paid, charged for the time remaining in your current period.
  • Downgrades take effect from your next period. The current period is not partly refunded.
  • Removing an office location takes effect at the end of your current paid period. It remains usable until then and is not charged in the next period. The current period is not partly refunded.

5. Cancellation

You can stop using a service at any time by not renewing it. Cancelling does not refund fees already paid for the current period, and you keep access until that period ends. After cancellation or expiry, your data normally remains available for up to 30 days so you can request an export, after which it may be deleted or anonymised as described in the Terms and our Privacy Policy.

6. When we do refund

  • Charged in error: if you were charged twice for the same thing, or charged an amount you did not authorise, we will refund the incorrect charge.
  • Extended outage: if a problem on our side stops you from using a paid service for an extended period, we may give a pro-rata service credit or refund for that period (Terms §14).
  • We discontinue a service: if we permanently stop a paid service before your prepaid period ends, for reasons not caused by you, we refund the unused part of that period on a pro-rata basis (Terms §14).
  • Anything else required by law.

Refunds are not given where access was suspended or ended because of non-payment, a breach of the Terms, illegal or abusive use, or a security risk caused by the customer (Terms §14.3).

7. How to request a refund

Email hello@asteriqhq.com with your company name, the invoice number and the reason. We aim to reply within 5 working days. Approved refunds are returned to the original payment method; the time it takes to appear depends on your bank or card issuer.

If you believe a card payment was wrong, please contact us first — we can usually resolve it faster than a bank dispute.

8. Taxes

Prices are shown in the currency of your plan. Any applicable tax is shown on your invoice.