Refund policy
This Refund Policy explains under which conditions AxosHub GmbH issues refunds for subscriptions to the AxosHub cloud productivity workspace (the "Service"). It complements the Terms at /terms, the AGB at /agb and the applicable statutory rights.
1. Statutory withdrawal right for consumers
Where you subscribe to a paid Axos workspace plan in your capacity as a consumer within the meaning of §13 BGB, you enjoy the statutory withdrawal right under §§355 ff. BGB. The withdrawal period is 14 days from the day of conclusion of the subscription contract. You may exercise the withdrawal right by an unequivocal statement (for example an email to support@axoshub.org) informing us of your decision to withdraw from the contract. On withdrawal, we refund all payments received from you without undue delay and in any case within 14 days from the date on which we received the withdrawal statement, using the same means of payment used for the initial transaction unless expressly agreed otherwise.
2. Cancellation of monthly subscriptions
Monthly subscriptions (Axos Solo, Axos Team, Axos Business) may be cancelled at any time from the /account page. Cancellation takes effect at the end of the current monthly billing period; no pro-rated refund is issued for the unused portion of the current month, as the workspace remains fully accessible until the end of the paid period.
3. Cancellation of yearly subscriptions
Yearly subscriptions (Axos Solo Yearly, Axos Team Yearly) may be cancelled at any time from the /account page. On cancellation of a yearly subscription mid-year, a pro-rated refund of the unused portion of the pre-paid year is issued to the original payment method within seven working days. The pro-rating is calculated on a calendar-day basis from the date on which the cancellation is processed to the end of the paid year.
4. Lifetime plan (Axos Founder)
The Axos Founder plan is a one-time payment of €149 that grants a lifetime personal Axos workspace. Because the plan is not recurring, no cancellation is possible in the ordinary course. However, for a period of 30 days from the date of purchase, we refund the €149 in full on written request to support@axoshub.org for any reason. After the 30-day mark, refunds are considered case-by-case and are not guaranteed.
5. Gift cards (Axos Gift 3 Months)
Unredeemed gift-card codes may be refunded to the original buyer within 30 days of purchase on written request to support@axoshub.org. Once a gift-card code has been redeemed against a workspace, no refund is issued; the redeemed period runs its course as usual.
6. Additional seats on Team and Business plans
Seats added to a Team or Business workspace mid-cycle are billed pro-rata for the remainder of the cycle. Seats removed mid-cycle free up the slot immediately and a credit for the unused portion is issued on the next invoice; the credit is not refunded to the payment method but applied against future invoices, unless the entire subscription is cancelled, in which case the accumulated credit is refunded in accordance with sections 2 or 3.
7. Chargeback handling
A chargeback initiated by the customer's payment provider constitutes a breach of these Terms if the underlying invoice was validly issued. On receipt of a chargeback notice, AxosHub will contact the customer via the Workspace Email to establish the reason for the chargeback and to attempt an amicable resolution. Absent a resolution within 14 days, the workspace may be suspended and, if the chargeback is upheld, terminated in accordance with section 11 of the Terms.
8. Duplicate or accidental charges
Duplicate or accidental charges are refunded in full within seven working days of being brought to our attention. Report duplicate charges to support@axoshub.org with the invoice numbers concerned.
9. Currency and exchange rates
All refunds are issued in euros to the original payment method. If the original payment was made in a currency other than euros (for example a card denominated in USD), the refund is credited in euros and the customer's card issuer converts the amount at its prevailing rate; small differences due to exchange-rate fluctuations may arise and are not compensated by AxosHub.
10. Non-refundable situations
The following do not qualify for refund: (i) requests submitted more than 30 days after the payment date on the Founder plan without a demonstrable service failure; (ii) requests submitted more than 12 months after the payment date on any plan; (iii) redeemed gift-card codes; (iv) invoices issued to enterprise customers with a signed order form and its own commercial terms.
11. Right of complaint
Consumers residing in the European Union may lodge complaints via the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. AxosHub is not obliged to and does not by default participate in an alternative dispute-resolution procedure before a consumer arbitration board within the meaning of the German VSBG, but reserves the right to do so on a case-by-case basis.
12. Refund timelines by payment method
Refund timing varies by payment method because different rails have different clearance windows. SEPA direct-debit refunds are initiated within one working day and typically appear on the payer's bank statement within two additional working days, though certain German savings banks and Sparkassen have been observed to take up to five working days. Card refunds (Visa, Mastercard, American Express) are initiated within one working day and typically appear on the cardholder's statement within three to five working days, subject to the issuing bank's own processing schedule. iDEAL, Bancontact and SOFORT refunds are routed via SEPA credit transfer and follow the SEPA timing above.
13. Refunds for VAT-inclusive versus VAT-exclusive invoices
Where the original invoice included value-added tax at the German or destination-country rate, the refund includes the VAT component in full and a corresponding credit note is issued for accounting purposes. Where the original invoice was issued under the EU B2B reverse-charge mechanism (customer VAT ID validated), no VAT was charged in the first place and no VAT is refunded — the refund equals the invoice amount to the last cent. Credit notes for reverse-charge refunds carry the same VAT identification as the original invoice.
14. Bookkeeping treatment of refunds
Refunds are recorded as reversals of the original invoice and are visible on the customer's /account page as a distinct line item labelled "Refund — invoice X". The credit note is downloadable as a PDF with a distinct credit-note number in our numbering series. Customers on the Business plan whose finance team requires exports in DATEV or SKR-04 format can request such exports by writing to support@axoshub.org; we typically deliver within two working days.
15. Refunds and workspace access
A refund does not, by itself, terminate the workspace or delete its data. Refunds cover the financial side of the relationship; workspace lifecycle is governed separately by the cancellation flow at /account and, for erasure, by /workspace-deletion. A customer who wishes both a refund and an immediate erasure should file the erasure request through the erasure flow and mention the refund request in the accompanying email; both requests are then processed in parallel.
16. Refunds after chargeback wins
If a customer files a chargeback that is later ruled in AxosHub's favour by the card scheme's arbitration process, the amount originally debited from the customer is retained. However, if the customer subsequently requests a refund and the request qualifies under the terms above, the refund is honoured — the chargeback outcome does not permanently disqualify the customer from receiving a proper refund.
17. Contact
Refund requests and questions about this policy should be sent to support@axoshub.org, referencing the invoice number where possible. Postal address: AxosHub GmbH, Chausseestraße 22, 10115 Berlin, Germany. Response target: one working day for acknowledgement, seven working days for the refund itself once it has been approved.