Summary
If you cancel before we've started any work specific to your project, you get a full refund minus any Stripe fees we can't recover. If you cancel after work has started, you pay for the work done up to that point and we refund the rest. Once a deliverable is accepted, it's not refundable — but defects in the agreed scope are still our problem under the warranty in our Terms. To request a refund, email support@autolance.ai with the project name, payment date, and a short reason.
Before work begins
If you've paid a deposit (or full amount) and you change your mind before we've started any work specific to your project, you can cancel within 7 daysof payment for a full refund, minus any Stripe processing fees we've actually incurred and that Stripe won't return to us.
"Started work" means any of the following has begun:
- bespoke scoping or discovery sessions for your project,
- third-party tool setup we've done on your behalf (creating accounts, configuring integrations, provisioning infrastructure),
- any custom-coded or custom-configured deliverable for your project.
Once any of that has begun, this section no longer applies and the next section governs.
After work begins
If the project is cancelled by either side after work has started:
- You pay for the time we've reasonably spent and any out-of-pocket third-party costs we've incurred up to the cancellation date. We'll send you a short statement listing the work-to-date and any third-party costs.
- Anything you've paid above that figure is refunded.
- If we cancel for reasons other than your breach (for example, we can't deliver the project as scoped), we'll also refund any unearned portion of your deposit.
- If you cancel because we materially breached the agreement and didn't fix it within the cure period set out in our Terms of Service, you'll be refunded all amounts paid for the parts of the work that haven't been delivered and accepted.
After delivery and acceptance
Once a deliverable is accepted — either in writing by you, or automatically after the acceptance window in our Terms of Service — it is non-refundable.
Bugs or defects in the accepted scope are not handled as refunds. They're handled under the warranty in our Terms, where we commit to providing the service with reasonable skill and care. Tell us about the issue at support@autolance.ai and we'll fix it.
Monthly retainer cancellations
Retainers (for ongoing monitoring or support) are billed monthly in advance. You can cancel at any time, and the cancellation takes effect at the end of the month you've already paid for.
- Already-paid months are not refunded pro-rata.
- You keep access to whatever the retainer covers until the end of the period you paid for.
- After that, the retainer ends and is not renewed.
Scoping or reservation fees
We don't currently charge a scoping or reservation fee. If we add one, this section will describe how it works.
How to request a refund
Email support@autolance.ai from the email address on your Autolance account. Please include:
- the project name,
- the date and amount of the payment you want refunded,
- a short reason for the request.
We'll acknowledge your request within 2 business days and aim to issue any approved refund within 14 days, via the original Stripe payment method. If we need to decline a request, we'll explain why.
Stripe chargebacks and disputes
Please contact us before raising a chargeback with your card issuer. Most refund requests are sorted out faster and more amicably by email.
If a chargeback is raised without giving us a chance to resolve it first, we may dispute it through Stripe with evidence of the work delivered and the agreed scope. We may also suspend the account while the dispute is being investigated.
Consumer rights (UK)
This is a business-to-business service, but if you happen to be acting as a consumer rather than a business, your statutory rights still apply — including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy reduces those rights.
One specific point worth flagging: under those Regulations, bespoke or customised digital services that you've expressly asked us to start within the 14-day cancellation period lose the cancellation right once we've begun the work — because the work has been customised for you and can't be returned. This scenario should be rare on a B2B service like ours, but it's worth knowing.
Currency and fees
Refunds are issued in the original currency of payment. Stripe processing fees that Stripe doesn't return to us are not refunded — we'll show any such deduction transparently in the refund statement we send you.
We're not currently VAT-registered, so VAT-related refund mechanics don't apply yet. Once we register, the refunded VAT element of any payment will be handled per the rules in force at the time and reflected in the refund statement.
Cross-references
- Terms of Service at /terms — definitions of acceptance, the cure period for material breach, the warranty for accepted deliverables, and the rest of the contract framework.
- Privacy Policy at /privacy — how we handle your personal data.
Contact
Refund requests, questions, or anything else about this policy: support@autolance.ai.
Service operated by Francisco Jimenez Cabrera, sole trader, United Kingdom.