1. General Rule
Services sold on awi are digital and are performed instantly once the payment is approved. There is therefore no right of withdrawal under Article 15(1)(ğ) of the Distance Contracts Regulation. In the cases below the full payment is refunded.
2. Refunded Cases
- Duplicate payments (charged twice).
- Orders paid for but not performed for a technical reason (e.g. Jeton not added, or a domain taken by someone else at the same moment).
- AI tool operations that fail for a technical reason: the Jeton spent is refunded to the balance automatically.
- awi Ads campaigns cancelled before they go live.
- Transactions where unauthorised card use is established.
3. Non-Refundable Cases
- Jeton that has been added to the balance and spent.
- Completed domain, extension (TLD) and renewal registrations.
- A subscription period that has started. You can cancel at any time; cancelling stops the next charge and you keep access until the end of the current period.
- The service fee and unspent budget of an ad campaign that has gone live.
- Certificate applications already forwarded to the authorised institution.
4. Refund Process
Send refund requests to support@awi.domains with your account e-mail, the order date and amount. Requests are reviewed within 3 business days.
Approved refunds are made with the original payment method: card payments are refunded to the same card within 14 days (the time to appear on your statement depends on your bank); Jeton payments are refunded as Jeton; crypto payments are refunded on the same network and currency, or as Jeton if you prefer.
When a Jeton package bought by card is refunded, the refunded Jeton is deducted from the balance and referral commissions arising from that purchase are reversed.
5. Order Cancellation
Before the payment is approved you can cancel free of charge by leaving the payment page. After approval the service is performed instantly, so cancellations follow the refund rules above.