Terms and conditions

Last Updated: February 9, 2026

IMPORTANT: Carefully read these Terms of Service (“this Agreement”) before using the Service (as defined below). This Agreement creates a binding legal agreement between you (“Customer”) and Cassia Research Inc. dba CoPilot AI (“CoPilot”).

BY USING THE SERVICE, YOU IRREVOCABLY ACCEPT THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT ACCEPT THIS AGREEMENT, YOU MUST NOT USE THE SERVICE. You also agree to ensure that anyone who uses the Service using your password or login information abides by this Agreement.

IF YOU ARE ENTERING THIS AGREEMENT ON BEHALF OF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THIS AGREEMENT, IN WHICH CASE, THE TERM “CUSTOMER” WILL REFER TO SUCH ENTITY. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT AGREE WITH THIS AGREEMENT, YOU MUST NOT ACCEPT THIS AGREEMENT AND MAY NOT USE THE SERVICE.

By accepting this Agreement, you agree to be bound by the terms and conditions of this Agreement, as well as CoPilot’s Privacy Statement located at https://copilotai.com/privacy-policy/ (the “Privacy Statement”), as it may be amended from time to time in the future. We may amend any part of this Agreement by adding, deleting, or varying its terms from time to time in our discretion. We will provide you with notice of the proposed amendment by posting an amended version of this Agreement with a new “Last Updated” date. We will include a link to the previous version of the terms beneath the new “Last Updated” date.

The amendments will take effect 30 days after the date on which the amended version is posted. Prior to that date, the previous version of this Agreement will continue to apply.

If you disagree with any amendments, you may terminate this Agreement by ceasing to use the Site and Services at any time within the 30-day period before the amendments take effect. If the amendment increases your obligations under this Agreement, or decreases our obligations under this Agreement, then you can also terminate in the 30 days after the amendments take effect. In either case, there is no cost or penalty for terminating. If you do not cease using the Site and Services during that time, then by your continued use, you are considered to have accepted the proposed amendments.

In order to enter into this Agreement, you must have reached the legal age of majority in your jurisdiction of residence, and be fully able and competent to enter into the terms, conditions, obligations, affirmations, representation and warranties set forth in this Agreement, and to abide by and comply with this Agreement. It is your responsibility to ensure that you are legally eligible to enter into this Agreement under any laws applicable to you. If you accept this Agreement, you represent that you have the capacity to be bound by it.

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1.  Definitions. As used in this Agreement:

1.1 “Confidential Information” means all information regarding a party’s business, including, without limitation, technical, marketing, financial, employee, planning and other confidential or proprietary information, disclosed under this Agreement, that is clearly identified as confidential or proprietary at the time of disclosure or that the receiving party knew or should have known, under the circumstances, was considered confidential or proprietary. CoPilot’s Confidential Information includes information derived from or concerning the Service, the System or the Documentation and the terms of this Agreement. Customer’s Confidential Information includes the Customer Data.

1.2 "Material Breach" means a breach of this Agreement by a party that substantially undermines the value of the Agreement to the other party. Such breaches include, but are not limited to:

  • Unauthorized disclosure or misuse of Confidential Information;
  • Failure to comply with applicable laws and regulations in connection with the use of the Service;
  • Infringement of intellectual property rights;
  • Non-payment of fees owed under this Agreement;
  • Any other act or omission that fundamentally undermines the purpose of this Agreement.

1.3 “Customer Data” means any data, information or information contained in any database, template or other similar document (a) submitted by Customer or a User through the Service, (b) provided by Customer or a User to CoPilot as part of the Service, or (c) supplied to CoPilot by or on behalf of Customer.

1.4 “Documentation” means the designated final user manuals, handbooks, online materials, specifications or forms made available by CoPilot that describe the features, functionality or operation of the Service and the System.

1.5 “Fees” is defined in Section 4.

1.6 “Force Majeure Event” is defined in Section 11.3.

1.7 “Order Form” means, collectively:

  • (a) the written or electronic order documents executed by both parties (a “Signed Contract”); or
  • (b) the online registration and checkout process completed by the Customer (a “Self-Serve Order”). Each Order Form represents the Customer’s initial or renewal subscription to the Service and, upon execution or completion, is incorporated into and made part of this Agreement.

1.8 “Personal Information” means information about or relating to an identified or identifiable individual that is subject to any Privacy Laws.

1.9 “Privacy Laws” means all applicable federal and provincial legislation and regulations governing the collection, use and disclosure of Personal Information in the jurisdictions where Customer has subscribed to use the Service. This includes the Personal Information Protection and Electronic Documents Act (Canada) and, to the extent applicable to the specific nature and scope of the Service provided, equivalent regional standards such as the General Data Protection Regulation (GDPR) or UK GDPR.

1.10 “Service” means the on-line software as a service offerings delivered by CoPilot to Customer using the System, as made available by CoPilot from time to time as specified in the Order Form.

1.11 “System” means the technology, including hardware, software and systems, used by CoPilot to deliver the Service to Customer in accordance with this Agreement.

1.12 “UserID” is defined in Section 3.1.

1.13 “Users” means Customer’s employees, representatives, consultants, contractors or agents who are authorized to use the Service on behalf of Customer and have been supplied user identifications and passwords for this purpose.

1.14 “Uptime”

“Uptime” means the period during which the Service is accessible and operational, measured from the point at which the Service is capable of receiving, processing, and responding to user-initiated requests over the internet through its standard interfaces (e.g., web application or API).

1.15 “Committed Term” means a fixed-term commitment (e.g., 6, 12, or 24 months) as specified in an Order Form, during which the Customer is obligated to the full financial commitment of the subscription.

1.16 “Total Contract Value” or “TCV” means the total aggregate Fees owed by the Customer for the entire duration of the Initial Term or any Renewal Term, as specified in the Order Form. The TCV represents a unified debt obligation regardless of whether the Customer elects a monthly, quarterly, or annual payment schedule.

1.17 “Month-to-Month (M2M)” means a subscription that has no fixed-term commitment and renews on a monthly basis until cancelled in accordance with Section 7.

1.18 “Self-Serve Customer” means a Customer who subscribed to the Service through CoPilot AI’s automated online checkout process without the direct intervention of a CoPilot AI sales representative.

1.19 “Sales-Led Customer” means a Customer who entered into this Agreement via a Signed Contract or through a customized Order Form facilitated by a CoPilot AI sales representative or account manager.

For the purposes of this definition:

“Operational” means that the core functionality of the Service—such as authentication, dashboard access, campaign management, lead generation workflow, messaging, and data syncing—is available and functioning as intended without critical degradation or system-wide failure.

“User Requests” refers to valid actions initiated by authenticated end users via the user interface or integrated system endpoints, including but not limited to: logging in, accessing dashboards or reports, managing campaigns, interacting with the inbox, and saving or retrieving data.

Uptime refers solely to the availability of the Service platform, and excludes:

(a) Service disruptions due to user error or misuse;

(b) Internet service provider outages, latency, or failures not under CoPilot’s control;

(c) Unavailability due to Force Majeure Events as defined in Section 11.3;

(d) Downtime associated with scheduled maintenance, provided such maintenance is communicated to the Customer with reasonable prior notice.

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2. The Service

2.1 Subscription to the Service. Conditional on Customer complying with this Agreement and paying all Fees when due, CoPilot AI grants Customer a non-sublicensable, non-transferable, non-exclusive subscription to use the Service solely for internal business purposes. Customer represents and warrants that they are using the Service for professional or business purposes only and are not a “consumer” as defined under applicable local consumer protection laws. Customer agrees that the purchase is a commitment to the Total Contract Value for the duration of the Term and is not contingent on any future functionality or usage levels.

2.2 Minimum Uptime. CoPilot AI will use commercially reasonable efforts to achieve Service uptime of 99.9% on an annual basis. Any failure to achieve this target shall not constitute a breach of this Agreement.

2.3 Support and Maintenance. CoPilot AI will use commercially reasonable efforts to provide support and correct reproducible Service failures. CoPilot AI may update the Service or System at any time and may schedule downtime for maintenance, providing advance notice where practicable.

2.4 Suspension of Access. In addition to any other remedies, CoPilot AI may suspend Customer’s access to the Service without notice to: (a) prevent damage to the System; (b) comply with legal orders; or (c) address non-payment of Fees (as further described in Section 4).

Important: The suspension of Service due to Customer’s non-payment or breach shall not constitute a termination of this Agreement, nor shall it relieve the Customer of the obligation to pay the full remaining balance of the Total Contract Value.

2.5 Privacy Statement. To the extent any Customer Data contains Personal Information, it will be used, collected, stored and disclosed for the purposes contemplated under this Agreement and in accordance with the Privacy Statement.

2.6 Internet Security Disclaimer. Customer acknowledges and agrees that CoPilot exercises no control over, and accepts no responsibility for, any content passing through the Internet or for Internet connectivity outside of CoPilot’s control. Customer acknowledges that the Internet is inherently risky despite reasonable measures being taken, and Customer assumes responsibility for its use of the Service over the Internet.

2.7 Subcontractors. Customer acknowledges and agrees that CoPilot may retain the services of independent contractors (“Subcontractors”) from time to time to provide, or to assist CoPilot in providing, the Service. Any Subcontractors used by CoPilot to provide the Service shall remain under the direction and control of CoPilot, and CoPilot shall be fully and personally liable for all acts or omissions of the Subcontractors.

2.8 AI Processing of Inbox Communications.

Customer acknowledges and agrees that, as an essential component of providing the Service, CoPilot will automatically process inbox communications using artificial intelligence (AI) to generate recommended responses. Customer retains full discretion regarding whether to accept, edit, regenerate, or decline the use of these recommended responses. Customer may optionally enable fully automated sending of AI-generated responses. If Customer chooses to enable such automation, responses will be sent automatically without manual review. Customer may disable this optional automated sending feature at any time.

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3. Customer Use of the Service.

3.1 Access and Security. Customer is responsible for all activity occurring under User accounts. Customer shall: (a) ensure that UserIDs are unique to each individual and are not shared; (b) maintain the confidentiality of all login credentials; and (c) promptly notify CoPilot AI of any suspected unauthorized access.

3.2 Entity Responsibility and Account Transfers. The financial obligations under this Agreement, including the Total Contract Value, are binding upon the Customer entity. If an individual gains access to the Service via credentials previously assigned to the Customer (e.g., through internal personnel turnover, account sharing, or updates to payment details), such access is deemed authorized by the Customer. Changes in Customer’s internal personnel do not waive or alter the Customer's obligation to fulfill the remaining balance of the Term.

3.3 Use Restrictions. Customer shall not, and shall not permit Users to: (a) sublicense, sell, or lease the Service; (b) reverse engineer, decompile, or attempt to extract the source code of the Service; (c) use the Service to violate privacy, publicity, or intellectual property rights; (d) use the Service in violation of any applicable laws; or (e) launch any automated "robots" or "spiders" to access the Service without CoPilot AI’s express written consent.

3.4 Customer Data. Customer is solely responsible for the legality and accuracy of all Customer Data. Customer represents that it has obtained all necessary consents to provide such data. CoPilot AI may take remedial action if Customer Data violates this Agreement but is under no obligation to review data for accuracy or liability.

3.5 AI Interactions. The Service utilizes artificial intelligence (AI) to process communications and generate recommendations. Customer retains full discretion and responsibility for whether to use, edit, or send AI-generated content. If Customer enables fully automated AI responses, Customer assumes all liability for the content of those communications.

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4. Fees, Payment, and Collections.

4.1 Subscription Fees. Customer shall pay the fees (“Fees”) set forth in the Order Form.

  • (a) Month-to-Month (M2M) Subscriptions: Fees are billed monthly in advance and are due on the first day of each monthly subscription period.
  • (b) Committed Term Subscriptions: Customer acknowledges a firm and non-cancellable financial commitment to the Total Contract Value (TCV) for the duration of the Term. While Fees may be billed in monthly installments as a convenience, the TCV represents a single, unified debt obligation.

4.2 Payment Default and Suspension. If any Fees are more than fifteen (15) days overdue, CoPilot AI reserves the right to suspend Customer’s access to the Service and all associated UserIDs. Suspension of Service does not waive or alleviate the Customer’s obligation to pay all Fees due for the remainder of the Term.

4.3 Acceleration of Debt. For Customers on a Committed Term, if any Fees remain unpaid for thirty (30) days from the due date, CoPilot AI may, at its sole discretion:

  • (a) Terminate the Service and accelerate the remaining balance of the Total Contract Value, making the entire unpaid portion of the Term immediately due and payable as a liquidated debt; and
  • (b) Refer the account to a third-party collection agency or legal counsel for recovery.

4.4 Costs of Collection. Customer shall reimburse CoPilot AI for all costs and expenses incurred to collect any amount not paid when due. This includes, without limitation, reasonable legal fees, court costs, and any third-party collection agency fees or commissions (which may be added to the principal debt amount).

4.5 Taxes. All Fees are exclusive of taxes. Customer shall pay all sales, use, excise, and other taxes levied in connection with this Agreement. As a Canadian entity, CoPilot AI currently only collects and remits applicable Canadian sales taxes (GST/HST) for customers located within Canada. For all other jurisdictions, Customer is solely responsible for determining, reporting, and paying any local sales, use, or value-added taxes (VAT/GST) required by their local laws.

4.6 Billing Authorization. Customer shall maintain complete, accurate, and up-to-date billing and credit card information. By providing a payment method, Customer authorizes CoPilot AI to automatically charge the payment method on file for all recurring Fees for the duration of the Term.

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5. Confidential Information

5.1 Definition. “Confidential Information” means all non-public information disclosed by a party that is designated as confidential or should reasonably be understood to be confidential. CoPilot AI’s Confidential Information includes, without limitation, the Service, the System, the Documentation, and the specific pricing and financial terms contained in any Order Form. Customer’s Confidential Information includes Customer Data.

5.2 Protection Obligations. Each party shall:

  • (a) hold the other party’s Confidential Information in strict confidence;
  • (b) protect the Confidential Information with at least the same degree of care it uses for its own similar information;
  • (c) use the Confidential Information solely for the purposes of fulfilling obligations under this Agreement; and
  • (d) limit access to those employees or agents who have a "need to know" and are bound by confidentiality obligations at least as restrictive as those here.

5.3 Exceptions. Confidential Information does not include information that: (a) is or becomes public through no fault of the receiving party; (b) was already in the receiving party’s possession; (c) is independently developed without use of the disclosing party’s information; or (d) is received from a third party without restriction.

5.4 Compelled Disclosure. If a party is required by law or court order to disclose Confidential Information, it must (if legally permitted) provide the other party with prompt notice to allow them to seek a protective order or other remedy.

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6. Ownership.

6.1 CoPilot AI Technology. Customer acknowledges that CoPilot AI and its licensors retain all right, title, and interest in and to the Service, the System, and all underlying software, algorithms, interfaces, and AI models (collectively, the “CoPilot AI Technology”). No license or ownership rights in the CoPilot AI Technology are granted to the Customer, other than the limited right to access and use the Service as described in Section 2.

6.2 Customer Data and AI Output.

  • (a) Customer Data: Customer retains all right, title, and interest in and to the Customer Data.
  • (b) AI Output: As between the parties, the Customer owns the specific responses, recommendations, or communications generated by the AI and finalized or sent via the Service ("Output").
  • (c) License to CoPilot AI: Customer grants CoPilot AI a worldwide, royalty-free license to use, host, and process Customer Data and Output solely as necessary to provide the Service and maintain the CoPilot AI Technology.

6.3 Aggregated and Anonymized Data. Customer grants CoPilot AI a perpetual, irrevocable, royalty-free license to use, reproduce, and analyze Customer Data in an aggregated and anonymized format (meaning the data is stripped of all identifiers and cannot be linked back to the Customer or any individual). CoPilot AI uses this data for internal business purposes, including the development, improvement, and benchmarking of its AI models and lead generation technology.

6.4 Feedback. If Customer provides suggestions, enhancement requests, or other feedback regarding the Service, Customer grants CoPilot AI a royalty-free, worldwide, irrevocable, perpetual license to use and incorporate such feedback into the Service without obligation or compensation.

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7. Term and Termination

7.1 Subscription Types and Renewal.

  • (a) Month-to-Month (M2M): Subscriptions with no fixed term automatically renew each month.
  • (b) Committed Term: Subscriptions with a fixed term (e.g., 6 or 12 months) represent a firm commitment to the Total Contract Value. These terms automatically renew for successive periods of the same length unless a notice of non-renewal is provided at least fifteen (15) days prior to the expiration of the then-current term.

7.2 Cancellation and Non-Renewal Procedure

To ensure security and proper account handling, all cancellation or non-renewal requests must be initiated via the CoPilot AI Cancellation Management Page.

  • (a) Notice Period: All requests must be submitted at least fifteen (15) days prior to the next renewal date. Failure to provide timely notice will result in the automatic renewal of the subscription for a subsequent term of equal length.
  • (b) Early Termination and Acceleration: For Customers on a Committed Term, a request to cancel prior to the end of the current Term constitutes a voluntary early termination. Upon submission of such a request, the remaining balance of the Total Contract Value shall become immediately due and payable as a liquidated debt in one lump sum. CoPilot AI will process this final payment using the payment method on file upon processing the cancellation request.
  • (c) Default and Collections: If the lump-sum payment described in Section 7.2(b) is unsuccessful or remains unpaid, the account will be considered in Default per Section 4.3. If the Default is not cured within thirty (30) days, CoPilot AI reserves the right to refer the debt to a third-party collection agency or legal counsel for recovery of the full Total Contract Value plus costs of collection.

7.3 Termination for Default. Either party may terminate this Agreement immediately upon written notice if: (a) the other party materially breaches this Agreement and does not cure such breach within sixty (60) days after written notice; or (b) the other party becomes insolvent or files for bankruptcy.

7.4 Effect of Termination. Upon termination or expiration of this Agreement for any reason:

  1. (a) Customer’s access to the Service will be suspended;
  2. (b) For Committed Terms, any remaining unpaid portion of the Total Contract Value shall be handled in accordance with the Acceleration of Debt provisions in Section 4.3;
  3. (c) Each party shall return or destroy the other party’s Confidential Information.
  4. (d) CoPilot AI will, upon written request received within 30 days of termination, provide Customer with one electronic copy of Customer Data in a usable format.
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8. Warranty and Disclaimer

8.1 Limited Warranty. CoPilot AI represents and warrants that the Service will perform materially in accordance with the Documentation. In the event of a breach of this warranty, Customer’s sole and exclusive remedy shall be for CoPilot AI to use commercially reasonable efforts to re-perform or correct the Service.

Except for the limited warranty in Section 8.1, CoPilot AI provides the Service on an “as is” and “as available” basis. To the maximum extent permitted by law, CoPilot AI excludes all other representations, warranties, and conditions, whether express, implied, or statutory. This includes, but is not limited to, any implied warranties of merchantability, fitness for a particular purpose, title, or non-infringement. CoPilot AI cannot guarantee that the Service will be entirely uninterrupted, error-free, or secure at all times.

8.3 AI and Output Disclaimer. Customer acknowledges that the Service uses artificial intelligence to generate recommendations and content. CoPilot AI does not warrant the accuracy, completeness, or appropriateness of any AI-generated output. Customer is solely responsible for reviewing all output before use or transmission.

8.4 Third-Party Platforms. The Service interacts with third-party platforms (e.g., social media networks, email providers). CoPilot AI is not responsible for any changes, outages, or policy enforcement actions taken by such third-party platforms which may affect the functionality of the Service or the Customer’s accounts thereon.

8.5 Entirety of Warranty. No advice or information, whether oral or written, obtained from CoPilot AI personnel (including sales representatives or account managers) shall create any warranty not expressly stated in this Agreement.

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9. Indemnification

9.1 By Customer. Customer shall defend, indemnify, and hold harmless CoPilot AI and its officers, directors, and employees from and against any and all third-party claims, actions, or proceedings arising out of or related to:

  • (a) Customer’s use of the Service in violation of this Agreement or applicable law;
  • (b) an allegation that Customer Data infringes a third party’s intellectual property or privacy rights; or
  • (c) any dispute between Customer and its leads or recipients arising from communications sent via the Service (including AI-generated communications).

9.2 Conditions. CoPilot AI’s right to indemnification is contingent upon CoPilot AI: (i) providing prompt written notice of the claim; (ii) granting Customer sole control over the defense and settlement (provided that Customer may not settle a claim unless it unconditionally releases CoPilot AI of all liability); and (iii) providing reasonable assistance at Customer’s expense.

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10. Limitation of Liability.

10.1 Cap on Liability. In no event shall the total aggregate liability of CoPilot AI arising out of or related to this agreement exceed the total amount paid by customer to CoPilot AI in the twelve (12) months immediately preceding the event giving rise to the claim. The limitations in this Section 10.1 apply only to the liability of CoPilot AI and shall not limit the Customer’s payment obligations or the Total Contract Value owed under any Order Form.

10.2 Exclusion of Consequential Damages. To the maximum extent permitted by law, CoPilot AI shall not be liable for any indirect, special, incidental, punitive, or consequential damages. This includes, without limitation, lost profits, lost revenue, loss of data, or loss of business opportunity, even if CoPilot AI was advised of the possibility of such damages.

10.3 Allocation of Risk. The limitations in this Section 10 are a fundamental basis of the bargain between the parties. Customer acknowledges that without these limitations, the fees charged would be substantially higher.

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11. General Provisions

11.1 Publicity. CoPilot AI may use Customer’s name and logo in its marketing materials and website to identify Customer as a user of the Service, unless Customer provides written notice withdrawing this consent.

11.2 Assignment. Customer may not assign or transfer this Agreement without CoPilot AI’s prior written consent. CoPilot AI may assign this Agreement or any rights hereunder without Customer’s consent, including in the event of a merger, acquisition, or sale of all or substantially all of CoPilot AI's assets.

11.3 Force Majeure. Neither party is liable for failure to perform (except for payment obligations) due to events beyond their reasonable control, including but not limited to acts of God, strikes, pandemics, power failures, or internet/telecommunications outages.

11.4 Arbitration. Any dispute arising out of or relating to this Agreement shall be referred to and finally resolved by arbitration administered by the Vancouver International Arbitration Centre (VanIAC). The place of arbitration shall be Vancouver, British Columbia, Canada. The language of the arbitration shall be English.

11.5 Choice of Law. This Agreement is governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles.

11.6 Notices and Cancellation. Legal notices to CoPilot AI must be sent to support@copilotai.com. IMPORTANT: Any notice of cancellation or non-renewal by the Customer must be submitted exclusively through the CoPilot AI Portal at https://www.copilotai.com/cancel. Notices sent via other channels (e.g., social media or verbal) are not legally valid.

11.7 Entire Agreement. This Agreement, including all Order Forms, constitutes the entire understanding between the parties and supersedes all prior or contemporaneous agreements, proposals, or representations, written or oral.

11.8 Severability. If any provision of this Agreement is held by a court or arbitrator to be invalid or unenforceable, the remaining provisions of this Agreement will remain in full force and effect.

11.9 Relationship of the Parties. The parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, or employment relationship between the parties.

11.10 Survival. Sections 1, 4, 5, 6, 9, 10, and 11.4 shall survive any termination or expiration of this Agreement.

11.11 Export Compliance. The Service may be subject to export laws and regulations of Canada and the United States. Customer represents that it is not named on any government denied-party list and shall not permit Users to access or use the Service in a country or territory that is subject to a Canadian or U.S. government embargo or sanction.

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12. Refund and Cancellation Policy

12.1 General Policy. Except as explicitly provided in Section 12.2, all Fees are non-refundable and all Committed Terms are non-cancellable. CoPilot AI provisions the Service immediately upon the start of the subscription period; Customer’s failure to utilize the Service does not relieve Customer of its payment obligations or its commitment to the Total Contract Value.

12.2 Limited Exceptions for Refunds. A refund or prorated credit may only be issued in the following limited circumstances:

  • (a) Non-Provision of Access: If a Customer has not been provisioned with access to the Service (i.e., no UserID created and no login credentials issued), they may request a full refund within fourteen (14) days of the initial purchase.
  • (b) Service Availability: If CoPilot AI fails to meet the minimum Uptime commitment in Section 2.2 for three (3) consecutive calendar months, and such failure remains unresolved for more than 30 days following written notice from Customer, Customer may request a prorated refund for the affected portion of the prepaid subscription term.
  • (c) Material Breach: If Customer terminates this Agreement due to an uncured Material Breach by CoPilot AI (as defined in Section 1.2) after the required notice period, Customer may be eligible for a prorated refund of prepaid Fees for the unused portion of the subscription term.

12.3 Requesting a Refund. To initiate a request under Section 12.2, the Customer must submit a written request to support@copilotai.com. Requests must include:

  • (i) The specific reason for the refund;
  • (ii) Evidence of eligibility under Section 12.2 (e.g., specific logs of uptime failure or proof of notice of breach);
  • (iii) The relevant Order Form or payment receipt reference. CoPilot AI will review the request and respond within ten (10) business days.

12.4 Processing. Approved refunds will be issued to the original payment method within fourteen (14) business days of approval. CoPilot AI shall not be liable for external processing delays caused by banks or credit card issuers, but will make reasonable efforts to assist.

12.5 Exceptions to Refunds. Refunds will not be issued under any circumstances where:

  • (a) Customer is in material breach of this Agreement;
  • (b) Customer has had its account suspended or terminated for cause under Section 2.4;
  • (c) Service disruptions are attributable to Force Majeure Events or issues outside CoPilot AI’s reasonable control;
  • (d) The basis for the refund is non-usage of the Service after access has been provisioned.
Last Updated: January 12, 2026