Legal
Refund & Cancellation Policy
Last Updated: 21 September 2026
This page explains when Askivo charges you, how to stop those charges, and when we refund.
It is written to be read rather than survived. If anything here is unclear, email us and we will explain it in plain terms.
Plain Language Summary
- Cancel any time — you keep your plan until the end of the period you paid for
- Monthly card plans renew automatically; annual and FPX plans do not, and we email you before they end
- Fees already charged aren't normally refunded, because cancelling never cuts a paid period short
- We do refund duplicate charges, charges after cancellation, and billing errors
- A failed payment is retried for two weeks and your plan keeps working throughout
- Moving to the Free plan changes your limits — it never deletes your data
This summary is for convenience only. The full sections below govern in case of any conflict.
1. What This Policy Covers
This policy explains when Askivo charges you, how to stop those charges, and when we refund. It applies to every paid Askivo plan bought through our website by Prigo X Technologies Sdn. Bhd. (202601013522), trading as Askivo.
Enterprise agreements signed against a purchase order are governed by that agreement, not by this page.
It sits alongside our Terms of Service. Where the two differ on billing, this page is the more specific and applies.
2. The Free Plan
The Free plan costs nothing and is never charged. There is nothing to cancel and nothing to refund.
You can use Askivo on the Free plan for as long as you like. We do not ask for a card to start.
3. How Billing Works
What happens at the end of a paid period depends on how you paid, because recurring charges are only possible on cards.
Monthly, paid by card
- Renews automatically on the same day each month, for the amount shown when you subscribed.
- If the month is shorter than your billing day — you subscribed on the 31st and the next month is February — we charge on the last day of that month and return to your usual day afterwards.
- You can cancel at any time; see section 4.
Annual, and anything paid by FPX or e-wallet
- Paid once, in advance, for the whole term. It does NOT renew automatically and no further payment is taken.
- We email you before an annual term ends — 30 days, 7 days and 1 day beforehand — so you can decide whether to continue.
- If you do nothing, the term simply ends and your workspace moves to the Free plan on that date.
Your billing page at askivo.ai/dashboard/billing always shows which of these applies to you, the amount, and the date it next matters.
4. Cancelling
You can cancel a paid plan at any time from your billing page. You do not need to contact us and we will not ask you why.
Cancelling stops future charges. It does not cut your service off in the middle of a period you have already paid for — you keep your plan, and everything on it, until the end of that period. After that your workspace moves to the Free plan.
There is no notice period, no cancellation fee, and no minimum term.
5. Refunds
Because cancelling always leaves you with the period you paid for, fees already charged are not normally refunded, and we do not refund part of a period because it went unused.
We do refund, promptly and without argument, in these cases:
- You were charged twice for the same period.
- You were charged after cancelling, or charged an amount other than the one shown on your billing page when you subscribed.
- An annual term was charged and you tell us within 14 days that you did not intend to buy it — we refund it in full, less any month already used.
- Askivo was substantially unavailable for a prolonged period within a term you paid for. We will tell you what we are refunding and why.
If you think one of these applies, email us and say what happened. We would rather refund a borderline case than argue with a customer about it.
6. If a Payment Fails
A card can fail for reasons that have nothing to do with you — an expiry, a bank's fraud check, a reissued number. We do not switch your service off the moment that happens.
When a renewal is declined we try again over the following two weeks and email you each time. Your plan keeps working throughout.
If it still has not gone through after that, your workspace moves to the Free plan and we stop trying. You can restore your plan at any time by paying from your billing page.
7. What Happens to Your Data
Moving to the Free plan — whether you cancelled, let a term lapse, or a payment failed — changes your limits. It does not delete anything.
Your bots, knowledge bases, documents, contacts and conversation history stay exactly where they are. Paying again restores your limits immediately, with your content intact.
Deleting your account is a separate, deliberate action you take yourself, and it is covered by our Privacy Policy.
8. Price Changes
If we change our prices, the change applies to new subscriptions and to terms that begin after the change.
An existing subscription renews at the amount recorded when you subscribed until you change plan. We do not re-price a running subscription without telling you.
9. Payments and Card Statements
Payments are processed by CHIP (CHIP In Sdn. Bhd.), a payment provider licensed in Malaysia. Askivo does not receive or store your full card number.
Charges appear on your statement under the Askivo brand. If you see a charge you do not recognise, email us before disputing it with your bank — we can usually identify and resolve it the same day, and a chargeback takes weeks.
10. Your Statutory Rights
Nothing in this policy limits any right you have under Malaysian law, including the Consumer Protection Act 1999, or under the law of your own country where that applies to you.
Where a statutory right gives you more than this policy does, the statutory right applies.
11. Contacting Us About Billing
Email us about anything on this page and we will reply. Please include the email address on the account and the date of the charge.
We aim to answer billing questions within one working day.
Contact Us
If you have questions about this document, contact: