Refund / Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains how you can cancel your purchase of a Platform plan or service from INTELLIGENCE AI LTD, and when you may be entitled to a refund. It applies in addition to our Terms & Conditions, Purchase Conditions, and applicable consumer protection law, including the Consumer Rights Act 2015.

All payments are processed securely through Stripe, Inc. Any refunds we approve are issued back to the original payment method used at checkout, subject to Stripe's processing times and your card issuer's policies.

2. Cancellation Rights for Consumers

If you are a consumer resident in the United Kingdom, you generally have a statutory right to cancel a distance or off-premises contract within fourteen (14) calendar days without giving a reason (the "cooling-off period"). This right may be limited or lost once you expressly agree that a digital service may begin before the end of the cooling-off period, and you acknowledge that you lose the right to cancel once performance has started.

When you purchase a Platform plan, we will ask for your express consent to begin providing the service immediately if you choose to activate your Account and use the Platform before the cooling-off period expires. If you give that consent and performance begins, you will no longer be entitled to a refund under the cooling-off right for that portion of the service that has already been performed.

3. Refund Eligibility by Plan Status

3.1 Before Account activation

If you request a cancellation before we activate your Account or before you access the Platform, you are eligible for a full refund of the amount paid for the Plan. We aim to process approved refunds within 5–10 business days, although Stripe and your bank may take additional time to credit the funds.

3.2 After Account activation but before use

If your Account has been activated but you have not materially used the Platform features or connected any third-party services, you may still request a refund within 14 days of payment. We will review your request and, if approved, issue a full or partial refund depending on whether any non-recoverable costs have already been incurred.

3.3 After Platform use

Once you have accessed or used the Platform features (for example, created workflows, connected integrations, or executed automations), refunds are provided only at our discretion. We consider factors such as the time since purchase, the extent of use, the reason for the request, and any technical issues reported.

3.4 Faulty or misdescribed services

If the service you receive is not as described, is defective, or cannot be accessed due to a fault on our side, you are entitled to a remedy, which may include a repeat performance, a price reduction, or a refund, in line with your statutory rights under the Consumer Rights Act 2015.

4. Non-Refundable Items and Charges

The following are not refundable by us:

• Fees charged by third-party services or integrations you connect (for example, CRM, messaging, email, or hosting subscriptions)
• Bank, card, currency conversion, or payment-processing fees charged by Stripe or your financial institution
• Any amounts paid for additional services that have already been fully performed with your agreement
• Gift cards, vouchers, or promotional credits, unless otherwise stated

If you dispute a Stripe charge directly with your bank (a chargeback) before contacting us, and the chargeback is later found to be unjustified, we may recover the disputed amount plus any fees incurred.

5. How to Request a Refund or Cancellation

To request a refund or cancellation, please contact us using the contact page or by email at info@intelligenceailtd.com. Include the following information so we can process your request quickly:

• The email address used to create your Account or complete the Order
• The date of purchase and the Plan or service you bought
• The Order ID, Stripe payment reference, or invoice number if available
• A brief explanation of the reason for your request

We aim to acknowledge refund requests within 2 business days and to make a decision within 10 business days. If we need more information, we will contact you using the email address provided.

6. Refund Method and Timing

Approved refunds are issued to the original payment method used at checkout through Stripe. We cannot refund to a different card or bank account. Refund requests should normally be made within fourteen (14) days of the original charge. After this period, refund requests are considered at our discretion and are subject to Stripe's ability to process the transaction. Nothing in this section affects any statutory right you may have to a refund for faulty or misdescribed services.

Once we process the refund, Stripe typically returns the funds within 5–10 business days, but your bank or card issuer may take longer to credit your account. Refunds are made in the currency in which the original payment was charged. If you paid in a currency other than your account currency, the refunded amount may differ from the original charge due to exchange-rate fluctuations, which are outside our control.

7. Business Customers

If you are purchasing on behalf of a business, statutory consumer cancellation rights do not apply. Refund requests from business customers are considered on a discretionary basis and in accordance with the Plan terms and any written agreement between us.

8. Account Closure on Cancellation

If your refund request is approved and you no longer wish to use the Platform, we will close your Account and remove access to the associated Plan features. You are responsible for exporting or saving any Content you created before closure, as we may not be able to recover it afterwards.

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The "Last updated" date at the top of this page indicates when it was last revised. Refund requests received before the effective date of any change will be handled in accordance with the policy in force at the time of the request.

10. Contact Us

If you have any questions about refunds or cancellations, please contact us via the contact page on our website, or by email at info@intelligenceailtd.com.