The short version: If you bought a digital product and haven’t downloaded the files yet, you have 14 days to change your mind and get a full refund. Once you start downloading, you have received the product and the standard right of withdrawal no longer applies — but refunds still apply if the product is defective or not as described, in which case we’ll replace it or refund you. An AMS subscription can be stopped whenever you like: we refund the days you haven’t used, pro rata, plus the unused balance of any credit top-up. One-off creative services are fully refundable before we start work, partially refundable before the first delivery, and non-refundable after final delivery. To request a refund, just email support@ajnexa.com with your order number.
Digital products: 14-day refund window
Every digital product on ajnexa.com — prompt packs, Notion templates, Canva templates, ad creative packs, ebooks — comes with a 14-day refund window. If you have not downloaded the files, you can request a full refund within 14 days of your purchase, no questions asked. We can see download activity on our side, so processing this is quick and simple. For EU and UK consumers, this is your statutory right of withdrawal for digital content.
After you’ve downloaded the files
Because digital files can’t be “returned” the way a physical item can, starting the download means the product has been delivered. At that point you have expressly consented to immediate performance and, as an EU or UK consumer, you acknowledge losing the right of withdrawal — exactly as set out in our Terms of Service. After download, we refund or replace only in two situations:
- The product is defective — files are corrupted, incomplete, or won’t open as intended.
- The product is not as described — what you received materially differs from the product page.
These two remedies always apply and are never removed by the download rule above — they are your legal rights on a faulty or misdescribed product. In either case, tell us what’s wrong and we will first offer a corrected replacement. If we can’t fix it within a reasonable time, we will refund you in full. “I changed my mind after downloading” or “it wasn’t what I hoped for” doesn’t qualify — please read the product page carefully and reach out before buying if you’re unsure.
AMS subscriptions: stop whenever, keep what you haven’t used
AMS is a subscription, so the download rule above does not apply to it. You are never locked into a term you no longer want. Ask us to stop and here is exactly what comes back to you:
- The subscription — refunded pro rata. We count the days remaining in the term you paid for and refund them. A 12-month subscription stopped after four months returns roughly two thirds of what you paid.
- Credit top-ups — refunded on the unused balance. Top-ups you bought separately are refunded for whatever is left of them.
- Your monthly allowance — nothing to refund. The analyses and credits included with your tier are a monthly allowance that resets at the start of each month and does not carry over. There is no stored balance to give back, which is why the refund is calculated on time and on top-ups instead.
- Payment fees are withheld. The fee our payment processor charges on your original payment is not returned to us, so it is deducted from the refund. It is a small percentage, and it is the only deduction we make.
Two things worth knowing. A failed analysis is never charged — if the AI providers behind AMS are down or an analysis cannot finish, nothing is deducted from your allowance and there is nothing to claim back. And if you are an EU or UK consumer, the 14-day right to change your mind applies to the subscription too; the pro-rata rule above simply gives you more, at any point in the term, so it is what we apply.
If you would rather just stop the renewal and use the time you have paid for, you can do that yourself from your account at any moment — no email needed, and the subscription runs to the end of its term without renewing.
One-off creative services
These are the commissioned services we deliver from a brief — not the AMS subscription, which follows the rules above. Refunds depend on how far the work has progressed:
- Before work starts: fully refundable. If we haven’t begun working on your brief, you get 100% back.
- Before the first delivery: refundable pro-rata. If work has started but nothing has been delivered yet, we refund the portion of the fee corresponding to work not yet performed.
- After final delivery: non-refundable. Once the final deliverable has been handed over, the service is complete. If something in the deliverable doesn’t match the agreed brief, contact us — we’ll make it right through the revision process.
How to request a refund
Email support@ajnexa.com with:
- Your order number (you’ll find it in your confirmation email and in your account). For an AMS subscription, the email address on your AMS account is enough — we will find it.
- A short note on why you’re requesting the refund — and, for a defective product, a description or screenshot of the issue.
We review every request personally. You get our decision within five business days, and in practice much sooner. Approved refunds are issued to your original payment method; from there, depending on your bank or payment provider, the money typically appears within 5–10 business days.
Questions
Not sure whether your situation qualifies? Just ask — write to support@ajnexa.com and we’ll figure it out together. This policy doesn’t limit any mandatory consumer rights you have under the laws of your country.
Last updated: 5 August 2026