1. Payments are final
Aides plans for buyers and Aides Pro listings for assistants are recurring subscriptions, billed monthly or yearly. Each payment gives full access to the plan for the whole billing period, with the limits shown on the pricing page, from the moment the period starts.
You pay for access during a period, not for results. Whether you hire an assistant, how many conversations you start, or whether you sign in at all does not change what the period costs.
Before you pay, the search on the homepage shows how matching works, and the pricing page lists every limit and feature of every plan.
By subscribing you ask us to start providing the service immediately. Where consumer law gives a right of withdrawal, you agree that this right ends once the service has started. If you subscribe as a consumer and do not give this consent at checkout, your statutory withdrawal right stays as the law sets it.
2. What is not refunded
- Changing your mind or no longer needing an assistant.
- Not using the service during a paid period.
- Not finding, hiring or keeping an assistant, or an assistant ending the engagement.
- Disagreements with an assistant about work, hours or pay. You agree and pay the assistant directly, and Aides is not a party to that arrangement.
- Forgetting to cancel before a renewal.
- A renewal collected after one or more failed payment attempts.
- Choosing the wrong plan, billing period or number of seats.
- The remaining part of a period after you cancel.
- Use of your account by someone you shared access with.
3. When we do refund
We refund only where one of these applies, it can be confirmed from our records and those of our payment processor, and only up to the amount of the affected charge.
Duplicate charge
You were charged twice for the same period because of a billing fault on our side.
Proven unauthorized charge
Your card was used without your permission, you tell us within 14 days of the charge, and the records confirm it.
Total failure of the service
A confirmed fault on our side made the service fully unusable for a continuous period, you reported it to us at the time, and we could not fix it. Slow pages, partial issues and problems with your own device or connection are not included.
Any refund goes back to the original payment method and is limited to what you paid for the affected period.
4. How to ask for a refund
Email support@aides.io within 14 days of the charge, from the address of your Aides account. Include the date and amount of the charge and the reason under section 3.
We review requests in the order they arrive and reply by email.
If you think a charge is wrong, contact us before you dispute it with your bank. A chargeback opened without contacting us first breaks our terms and leads to the account being closed.
5. Renewals and cancelling
Your plan renews automatically at the end of each period until you cancel.
You can cancel at any time in your account settings. Cancelling stops all future renewals right away, and you keep access until the end of the period you already paid for.
A renewal that has already started is due even if the first payment attempt fails. Our payment processor retries the charge over the following days, which is not a second charge. Cancelling after a period has started stops the next renewal but does not cancel the payment for the current period.
6. Records we keep
For each subscription we keep the date of purchase, the plan, price and period shown at checkout, your acceptance of the terms, the confirmation and renewal emails, and an activity log of the account. We use these records to review refund requests and disputes.