Refund Policy
This Refund Policy applies to all products and services offered by Elyxia Global Limited. Please read the section relevant to your purchase carefully before buying.
Since our Website offers non-tangible, irrevocable digital goods, we do not provide refunds after a digital product is purchased, which you acknowledge prior to purchasing any digital product on the Website. Please make sure that you’ve carefully read the service description before making a purchase.
Elyxia Global Limited offers certain solutions as Amazon Machine Images (AMIs) on AWS Marketplace, billed on a per-usage, per-hour basis (typically $0.01–$0.02 per hour depending on the product). Due to this granular, usage-based billing model, refunds beyond the initial purchase window are generally not feasible to calculate or administer.
48-Hour AWS Marketplace Refund Window
Cancellations within 48 hours of purchase are eligible for a refund per AWS Marketplace’s standard refund policy for AMI products. To request this refund, contact [email protected] with your AWS account ID, the AMI product ID, and your reason for the request.
Beyond 48 Hours
No refunds are provided beyond the 48-hour window. This applies to all AMI products regardless of the billing duration already incurred. The only exception is for customers on an annual subscription commitment for a given AMI product, where refund eligibility will be specified on that product’s individual AWS Marketplace listing page.
Free Trial
AWS AMI products do not include a free trial by default. If a free trial is offered for a specific AMI product, it will be explicitly stated on that product’s AWS Marketplace listing page.
Elyxia Support Cloud (ESC) is offered as a software-as-a-service (SaaS) subscription through AWS Marketplace and follows a different refund policy from our AMI and digital products, in line with AWS Marketplace SaaS contract policy.
15-Day Free Trial
ESC includes a 15-day free trial, allowing you to fully evaluate the platform before any subscription charge applies.
48-Hour AWS Marketplace Refund Window
Subscription cancellations within 48 hours of a paid charge are automatically eligible for a full refund, per AWS Marketplace policy, with no action required on your part.
Beyond 48 Hours
Refunds beyond the 48-hour window are considered on a case-by-case basis, limited to billing errors, service unavailability, or material non-performance of the subscribed plan. Refunds are not provided for unused AI responses, unused agent seats, or unused domains within a billing cycle, as these allowances do not roll over and are tied to the active subscription period.
Plan Upgrades and Downgrades
Plan upgrades (e.g. Starter to Growth, Growth to Pro) follow the same 48-hour AWS Marketplace refund policy for the incremental charge. Plan downgrades do not retroactively refund the difference for the current billing cycle.
Cancellation and Data Retention
Cancellations made after the 48-hour window are not eligible for a prorated refund. Your subscription remains active for the remainder of the current paid billing period, after which it will not renew. Following cancellation or non-renewal, your helpdesk instance and data are retained for 60 days in case you wish to resubscribe, after which your instance and associated data are permanently deleted.
How to Request a Refund
To request a refund outside the automatic 48-hour window, contact [email protected] with your AWS customer identifier, subscription tier, and the reason for your request.
If you would like to contact us concerning any matter relating to this Refund Policy, you may do so via the contact form at https://www.elyxia.uk/contact-us/ or by emailing [email protected]
This document was last updated on June 25, 2026
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