Refund & cancellation policy

1. What this policy covers

This policy applies to paid consulting engagements entered into with us under a written scope of work — hourly advisory, fixed-scope pilots, and monthly retainers as described on the services page.

It does not cover use of the public website, the AI LangRenSha live demo, or any free preliminary call. Use of the website is governed by our terms of use; submitting the contact form does not by itself create a paid engagement.

2. Written scope before any billable work

We do not begin billable work until a written scope of work is countersigned by both parties. The scope sets out the deliverables, the agreed price (or rate), the engagement model, and the cancellation terms specific to that engagement. If anything in this policy and your signed scope of work conflicts, the signed scope governs that engagement.

If we have not yet countersigned a scope of work, no fee is owed and no cancellation is needed — simply tell us you would prefer not to proceed.

3. Cancelling an hourly advisory engagement

Hourly advisory is billed against time actually delivered. You can cancel at any time and for any reason, with no minimum commitment beyond hours already booked.

• Hours already delivered are invoiced as normal.
• Hours booked but not yet delivered can be cancelled at no charge if you tell us at least 24 hours before the booked slot. Cancellations inside 24 hours are charged at 50% of the booked rate to cover preparation time.
• Pre-paid hour packages, if any, are refunded pro-rata for unused hours within 14 days of your cancellation request.

4. Cancelling a fixed-scope pilot

Fixed-scope pilots are sold for a fixed deliverable at a fixed price, typically over two to six weeks. Either party may end a pilot before completion in writing.

• If you cancel, we invoice for work delivered up to the cancellation date on a pro-rata basis against the agreed deliverables, and we hand over what has been completed (documentation, partial configurations, drafts) so you can carry the work forward yourself or with another supplier.
• If we cancel (for example because the scope turns out to depend on prerequisites that were not in place), we invoice only for work already delivered and refund any pre-payment for work that has not been done.
• Pre-payments for fixed-scope pilots are reconciled within 14 days of cancellation: any over-payment is refunded; any underpayment for delivered work is invoiced.

Where work has already been integrated into your systems, we co-operate in good faith on a clean handover regardless of who initiated the cancellation.

5. Cancelling a monthly retainer

Monthly retainers cover ongoing operation of an AI workflow already in production. The standard terms set on the services page apply unless your signed scope of work says otherwise:

• Minimum term: three calendar months from the engagement start date.
• Notice period: 30 calendar days, given in writing by either party. Notice may be given at any time during or after the minimum term; the engagement ends at the end of the next full calendar month after notice expires.
• Final invoice: covers the notice period in full. We continue to operate and respond during the notice period so the workflow does not regress before handover.
• No mid-cycle pro-rata refund: retainer fees for the current calendar month are not refunded if you cancel mid-month, because operating capacity is reserved monthly. The unused portion is delivered as continued operation through the notice period instead.

6. Refunds for faulty or undelivered work

If a deliverable does not match the agreed written scope, tell us in writing within 30 days of the deliverable being handed over. We will, at our option:

• Correct the deliverable so that it does meet the agreed scope, at no further charge; or
• Refund the portion of the fee attributable to the non-conforming deliverable.

Refunds for faulty delivery are paid within 14 days of the corrective action (or the refund decision) by the same payment method used for the original invoice.

This section does not affect any non-excludable rights you may have under the UK Consumer Rights Act 2015.

7. Consumer cooling-off (where applicable)

Where you engage us as a consumer (not in the course of a business) and the scope of work was agreed at distance — for example, by email or contact form rather than face-to-face — you have a statutory right to cancel within 14 days of the scope of work being countersigned, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you ask us to begin work inside this 14-day cooling-off window and we do, you may still cancel; we may invoice for work actually delivered up to the cancellation date.

This section applies only to consumers. Business-to-business engagements are governed by sections 3 to 6 above and by the signed scope of work.

8. How to ask for a cancellation or refund

Send a written request to with the engagement reference and a one-line reason. We acknowledge cancellation or refund requests within 1 business day and aim to confirm the outcome (refund amount, final invoice, handover plan) within 5 business days.

If a refund is due, it is paid within 14 days of the confirmed outcome by the same payment method used for the original invoice (typically bank transfer for UK and international engagements).

9. Disputes

If you are not satisfied with how a cancellation or refund has been handled, please contact us first at so we can try to resolve the issue directly.

Any dispute that cannot be resolved between us is governed by the laws of England & Wales and is subject to the exclusive jurisdiction of the courts of England & Wales, mirroring section 9 of our terms of use. Nothing in this policy excludes any non-waivable rights you may have under the laws of the country in which you reside.

10. Changes to this policy

We may update this policy from time to time. Changes apply only to engagements whose scope of work is countersigned after the update — they do not change the cancellation terms of an engagement already in progress. The "last updated" date at the top of this page reflects material changes.

11. Contact

Questions about this policy can be sent to , or by post to our registered office: .

Company details: , Company No. , registered in England & Wales.