← All legal documents

Refund policy

English translation of the French original, so you can read these terms in the language of this site — in force since 4 August 2026 · Fixato Inc. The French version is the authoritative text. Questions? Contact us.

REFUND AND CANCELLATION POLICY — FIXATO

Version 1.2 — in force on 4 August 2026.

1. Money-back guarantee

If Fixato is not right for you, we refund your first purchase in full on simple request within 30 days of the transaction. No complicated form, no justification required: ask the agent inside the app or write to support@fixato.ai.

The refund is issued to the original payment method, normally within 5 business days (your bank may take a few days more to show it).

2. Cancelling your subscription

  • At any time, without justification: write to us at support@fixato.ai from your account address, or use the contact form on the site. We process the request unconditionally and without putting you through a retention step. No step that delays or obstructs, no cancellation fee, ever.
  • Monthly plan or initial annual term: cancellation takes effect at the end of the period already paid for; you keep access until then.
  • Renewed annual period (after the initial term, the subscription continues for an indeterminate duration billed annually): you may cancel at any time and the unelapsed portion of the paid period is refunded to you pro rata.
  • Québec residents: if your subscription is a contract for the successive performance of services provided at a distance within the meaning of the CPA, you may terminate it at any time by simple notice (s. 214.6); we then refund you the unelapsed portion of the period paid in advance within 15 days, with no termination penalty.

3. Renewals

  • We send you two written reminders before each annual renewal: the first between the 45th and the 30th day, the second between the 25th and the 10th day before the due date (and, for Québec residents, a separate notice between the 90th and the 60th day). We also send an annual summary to every subscriber, including monthly ones, with the service, the frequency and amount of the charges, the date of the next charge and the cancellation link.
  • If a renewal (monthly or annual) is billed when you did not want it, write to us within 30 days of the billing: we refund it in full, unconditionally. A full refund of a renewal ends the subscription: your access to the paid tier stops on the refund date and you drop back to the free tier (no fee, you may resubscribe at any time). The same applies to the refund of your first purchase (§1).

The delays above are commercial minimums; they never reduce your legal rights:

  • Québec: for a contract entered into at a distance, the Consumer Protection Act grants you rights of resolution (s. 54.8 and following) and, failing a refund within 15 days, a right of chargeback with the issuer of your credit card (s. 54.14) — a legal right we remind you of plainly. The legal warranty (s. 37, 38 and 53 CPA) and termination at any time (s. 214.6-214.8) apply independently of this policy.
  • Ontario: cancellation rights under the Consumer Protection Act, 2002 (electronic contracts).
  • European Union / United Kingdom: if you reside there, the 14-day right of withdrawal applies through our reseller.
  • The legal warranties of your place of residence remain.

5. Who processes your refund

Your purchase is concluded with our authorized reseller (merchant of record) — its identity is disclosed to you at checkout, appears on your receipt and shows on your card statement. Refunds are decided under this policy and executed through that reseller. Our agent handles your request in less than 48 business hours; past that delay, you may also contact the reseller’s support directly, whose contact details appear on your receipt.

6. Automated decision and human review

Refund requests are processed by our AI agent under this policy. If your request is refused, the decision is communicated to you as automated and you may have it reviewed by a human (the “Have it reviewed by a human” button, or privacy@fixato.ai), from your very first request. A member of our staff with the authority to change the decision replies to you.

7. Special cases

  • Free tier: nothing to refund — the diagnosis is free.
  • Termination by us: if we terminate your licence without any breach on your part (e.g. the product is withdrawn), we refund pro rata the unelapsed portion of the period already paid — automatically.
  • Failed payment: no fee, access to the free tier is maintained, you may resubscribe at any time (EULA, s. 5.6).
  • Abuse: we may refuse a refund in cases of characterized abuse (repeated purchases and refunds for one-off use), while respecting your legal rights. This reservation never applies to the refund of your first purchase (§1), nor to that of a renewal requested within 30 days (§3), which remain unconditional.
  • Chargeback: contact us first — it is almost always faster, but this in no way limits your rights (in Québec, notably s. 54.14 CPA). Once a bank dispute is opened, the refund follows your bank’s process rather than ours.

8. Contacting us

support@fixato.ai — reply in less than 48 business hours (usually much faster). Fixato Inc., 111-500, Montee Masson, Suite 103, Mascouche (Québec) J7K 2L5.

Any change to this policy follows, for Québec residents, the mechanism of s. 13 of the EULA (CPA, s. 11.2) and never applies to a purchase already made.