Refund Policy
Table of Contents
1. General Policy
AgenticLive (TFN Media Group LLC) provides digital software services on a subscription basis. All fees are generally non-refundable, except as stated herein or as required by applicable consumer protection law. By completing a purchase you confirm you have read and agreed to this policy, which is incorporated into our Terms of Service.
2. Subscription Plans
- Monthly plans: Non-refundable. Access continues until end of billing period. Cancellation stops future charges but does not entitle you to a prorated refund.
- Annual plans: Non-refundable after 7 calendar days from first purchase, provided usage does not exceed 10% of the annual credit allocation. Within 7 days with under 10% usage: full refund available on request.
- Upgrades: Prorated difference charged immediately. Prior period unused value applied as credit — not refunded.
- Downgrades: Take effect next billing cycle. No refund for current period.
- Free Signal plan: No charges. Not eligible for refunds.
3. Credits & Top-Ups
- Credit top-ups ($100 / 725 credits) are non-refundable once purchased.
- Credits have no cash value and cannot be transferred or exchanged.
- Subscription credits reset each billing cycle and do not carry over.
- All credits expire upon account termination with no refund.
4. Exceptions & Eligible Refunds
We may issue a refund or account credit at our sole discretion for:
- Duplicate charge: You were charged twice for the same period — full refund of the duplicate
- Unauthorized charge: Reported within 30 days, verified not made by you or anyone with account access
- Annual plan within 7 days: As described in Section 2
- Extended platform unavailability: See Section 5
- Required by applicable law: Where consumer law mandates a refund
Approved refunds are processed to the original payment method within 5–10 business days. No cash, crypto, or alternative method refunds.
5. Service Outages & SLA
We target 99.9% monthly uptime for core Services. For verified, documented outages exceeding 24 consecutive hours that materially prevent your use of the core platform:
- We will issue a prorated account credit equal to the affected period
- Calculated as: monthly subscription rate ÷ 30 days × affected days
- Credits must be claimed within 30 days of the outage via support@agenticlive.ai
Does not apply to: Planned maintenance (24h+ advance notice); third-party outages (Anthropic, Stripe, Supabase, Telegram); outages caused by your actions or integrations; force majeure events.
6. Chargebacks & Disputes
Initiating a chargeback without first contacting us entitles us to: immediately suspend or terminate your account; dispute the chargeback with documentation; recover fees plus chargeback processing costs (typically $15–$25 per dispute); report to fraud prevention networks. Contact billing@agenticlive.ai first — most issues resolve quickly.
7. Enterprise Plans
Refund terms for Enterprise customers are governed by the individual Enterprise Agreement. Where no specific agreement exists, this policy applies.
8. Force Majeure
We are not liable for service failures caused by events beyond our reasonable control — including natural disasters, government actions, internet infrastructure failures, third-party AI provider outages, or pandemics. Service credits do not accrue during force majeure periods. If a force majeure event persists beyond 30 days, you may cancel your subscription without further charges (no refund of amounts already paid).
9. How to Request a Refund
Email billing@agenticlive.ai with: your registered email; charge date and amount; reason for request; supporting documentation (screenshots, outage evidence). We acknowledge within 2 business days and decide within 7 business days.
10. Statutory Consumer Rights
Nothing in this policy limits rights you hold under mandatory consumer protection law:
- EU/UK consumers: 14-day cooling-off right for digital services not yet commenced (Consumer Rights Directive / Consumer Contracts Regulations 2013)
- California consumers: Rights under CLRA and California Business & Professions Code where applicable
- Australian consumers: Statutory guarantees under the Australian Consumer Law (ACL)
- Other jurisdictions: Contact us citing your applicable law and we will respond accordingly
11. Contact
Billing: billing@agenticlive.ai
Support: support@agenticlive.ai
TFN Media Group LLC · 2275 Huntington Dr #987, San Marino, CA 91108