Refund & Cancellation

Version 1.0 · Last updated 13 September 2026 · Canonical URL: https://airhive.ai/legal/refunds

1. Scope and relationship with the Terms

This Policy applies to paid Airhive subscriptions purchased directly through airhive.ai, dash.airhive.ai or another official Airhive checkout operated by Airhive GmbH, Eckernwoort 16, 22607 Hamburg, Germany. It supplements the Terms of Service. If a subscription is purchased through an app store, reseller or marketplace, that provider's payment and refund rules may also apply.

"Consumer" means an individual acting predominantly outside their trade, business, craft or profession (§ 13 BGB); "Business Customer" means any other Customer (§ 14 BGB). Other capitalised terms have the meaning given in the Terms of Service.

Nothing in this Policy limits mandatory Consumer rights. Sections 5 and 14 (right of withdrawal) apply to Consumers only.

2. Prices, taxes and billing cycles

Plans may be billed monthly, annually, per Workspace, per seat, by usage or on another basis stated at purchase. Fees are charged in advance unless an order form states otherwise.

Consumer prices include VAT. Business prices may exclude VAT or similar taxes. The Customer is responsible for accurate billing and tax information.

3. Term and automatic renewal

Business Customers. Unless the order form states otherwise, a paid subscription renews automatically at the end of each billing period for a further period of the same length until cancelled with effect for the end of the current period.

Consumers – monthly plans. A monthly subscription renews automatically for successive one-month periods until cancelled.

Consumers – annual and other multi-month plans. After the initial term, the subscription continues for an indefinite period. The Consumer may then cancel at any time with one month's notice. Fees for the extended period are charged monthly at the monthly-equivalent price of the annual Plan, unless the Consumer expressly chooses annual prepayment for the extended period in the account area. An annual Plan never renews automatically for a further fixed twelve-month term.

The Customer authorises Airhive and its payment provider to charge the payment method on file for renewal fees, taxes and authorised usage charges. Airhive sends a renewal reminder by email at least 14 days before the end of an annual initial term. Failure to use the Service does not prevent renewal if the subscription was not cancelled before the renewal date.

4. Cancellation

How to cancel. A Customer may cancel through the billing settings of the account area. Consumers may additionally cancel a paid subscription using the cancellation button ("Cancel subscription" / "Verträge hier kündigen") that is permanently available and easily accessible on dash.airhive.ai and on airhive.ai in accordance with § 312k BGB. The button leads to a confirmation page on which the Consumer can state the type of cancellation, the reason (optional), identifying details and the intended date of termination, and confirm by clicking "Cancel now" ("Jetzt kündigen").

Confirmation. Airhive immediately confirms every cancellation by email, stating the date and time at which the cancellation was received and the date on which the contract ends. The Consumer can download or save the confirmation.

Effect. Cancellation prevents the next renewal. Unless mandatory law provides otherwise, access continues until the end of the paid billing period and no partial refund is due merely because the Customer stops using the Service early. A cancellation submitted through the cancellation button or by email to billing@airhive.ai without a stated date takes effect at the earliest possible date.

If the cancellation function is unavailable or fails, the Customer may cancel by email to billing@airhive.ai; the cancellation is effective as of the time the email was sent, and Airhive will confirm it as above.

5. Right of withdrawal for Consumers – withdrawal instruction

WITHDRAWAL INSTRUCTION

Right of withdrawal. You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us, Airhive GmbH, Eckernwoort 16, 22607 Hamburg, Germany, email: billing@airhive.ai, of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or an email). You may use the model withdrawal form in Annex 1, but it is not obligatory. You may also complete and submit the model withdrawal form or any other unequivocal statement electronically through the withdrawal function in the account area of dash.airhive.ai. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal by email without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested that the performance of services begin during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

End of the withdrawal instruction.

Note on the checkout flow. Airhive subscriptions are contracts for the supply of digital services. At checkout, Airhive asks the Consumer to expressly request that the Service begins during the withdrawal period and to acknowledge that, in that case, a proportionate amount is owed for the period until withdrawal. The right of withdrawal itself is not lost. The order button is labelled "Order with obligation to pay" ("Zahlungspflichtig bestellen") in accordance with § 312j(3) BGB, and the essential characteristics of the Service, the total price, the term and the cancellation conditions are displayed immediately before the button.

6. Free trials and promotional periods

If Airhive offers a free trial, the duration, features and conversion terms are shown at signup. Where payment details are collected and the trial converts automatically into a paid subscription, the Consumer is informed of this, of the price and of the cancellation options before accepting the trial, and receives a reminder by email at least three days before the conversion.

A trial may be limited to one per person, organisation, payment method or Workspace. Abuse of trials or promotional codes may result in cancellation or recovery of improperly obtained benefits.

7. Upgrades, downgrades and seat changes

An upgrade may take effect immediately and be charged on a prorated basis. A downgrade takes effect at the next renewal unless the interface states otherwise. Seat additions may be charged immediately or prorated for the remaining period.

A downgrade may reduce storage, documents, sources, AI requests, members, guests, connectors, audit retention or other features. Airhive will not delete Customer Content solely because of a downgrade without at least 30 days' notice and an opportunity to export or reduce usage, except where urgent action is required for law, security or abuse prevention.

If usage exceeds the new Plan, the Customer may be restricted from adding content or using paid features until usage is reduced or the Plan is upgraded.

8. Failed payments and suspension

If a payment fails, Airhive may retry the payment, request an updated method, restrict paid features, downgrade or suspend the subscription after reasonable notice of at least 7 days. Airhive may immediately restrict access where fraud or payment-security risk is suspected.

The Customer remains responsible for undisputed fees and reasonable collection costs permitted by law.

9. Refunds outside the withdrawal period

Except where mandatory law requires otherwise, fees are non-refundable once the applicable billing period begins. Airhive will issue a refund or credit in the following circumstances:

• a duplicate or erroneous charge is verified;
• Airhive permanently discontinues a paid Service during a prepaid period and does not provide a materially equivalent alternative;
• the Customer validly terminates for an uncured material breach by Airhive, in which case a pro-rata refund of prepaid fees for the remaining period is made;
• a Consumer terminates the contract under Section 21 of the Terms of Service or Section 25 of the Terms of Service (changes to the Service), in which case prepaid fees for the period after termination are refunded;
• Airhive expressly agrees to a refund or credit as a goodwill resolution.

Annual-plan refunds after the withdrawal period are discretionary unless required by law. Unused storage, AI requests, seats, features or time do not have a cash value.

10. Termination for breach

If Airhive terminates or suspends because of non-payment, unlawful activity, security risk or material breach, fees already paid are non-refundable to the extent permitted by law. This does not affect mandatory Consumer remedies where Airhive is in breach.

11. Chargebacks and billing disputes

Before initiating a chargeback, contact billing@airhive.ai so the issue can be investigated. Airhive may suspend an Account associated with an unjustified chargeback and may provide relevant transaction, acceptance, usage and cancellation records to the payment provider.

This clause does not restrict a Consumer's lawful payment or dispute rights.

12. Data after cancellation

After cancellation, the Account may revert to a free or lower Plan if available. If no continuing Plan applies, the Customer may export Customer Content during the export period of at least 30 days described in Section 20 of the Terms of Service. Retention and deletion are governed by the Terms, Privacy Policy and DPA.

13. How to request a refund or correction

Email billing@airhive.ai from the Account email address and include the invoice or transaction reference, payment date, Plan, Workspace and reason for the request. Airhive may request verification before changing billing or issuing funds and will respond within 10 business days.

14. Annex 1 – Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract:

To: Airhive GmbH, Eckernwoort 16, 22607 Hamburg, Germany, email: billing@airhive.ai

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following service: ____________________

• Ordered on (*) / received on (*): ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Account email: ____________________

Signature of consumer(s) (only if this form is notified on paper): ____________________

Date: ____________________

(*) Delete as appropriate.