Refund Policy

This Refund Policy explains when refunds, cancellations, returns, replacements, credits, or other remedies may be available for products and services supplied by Bhatt Group Ltd through https://review.ministerai.app and ReviewMinister.

It applies to subscriptions, digital products, SaaS services, NFC products, QR products, printed materials, setup services, implementation services, custom work, and other products or services purchased from us.

In this Policy, “we”, “us”, “our”, and “Company” refer to Bhatt Group Ltd. “You”, “your”, and “Customer” refer to the individual or organisation that purchased the relevant product or service.

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1. Scope of This Policy

This Refund Policy applies to purchases of:

• monthly and annual SaaS subscriptions;
• subscription upgrades and plan changes;
• digital products and electronically delivered materials;
• AI-generated or configured digital services;
• NFC cards, NFC tags, and NFC-enabled products;
• QR cards, QR displays, stickers, and printed products;
• personalised or custom-branded physical products;
• setup, configuration, onboarding, and implementation services;
• custom design, development, integration, or consulting services;
• other paid products or services expressly covered by this Policy.

This Policy must be read together with our Terms & Conditions, SaaS Terms of Service, Order Confirmation, and any separately signed agreement.

2. Consumer and Business Purchases

Refund rights differ depending on whether you purchased as a Consumer or as a Business Customer.

A Consumer is generally an individual purchasing wholly or mainly for purposes outside that individual’s trade, business, craft, or profession.

A Business Customer is a person or organisation purchasing wholly or mainly for commercial, professional, organisational, charity, or business purposes.

Consumer rights described in this Policy apply only where the Customer meets the legal definition of a Consumer and the relevant law applies to the transaction.

Business Customers do not receive statutory consumer cooling-off rights. Their refund and cancellation rights are governed by the relevant contract, Order Confirmation, and the business provisions of this Policy.

3. General Refund Principles

We assess refund requests according to:

• the type of product or service purchased;
• whether the Customer is a Consumer or Business Customer;
• the date of purchase, delivery, activation, or cancellation;
• whether supply, production, configuration, or performance has begun;
• whether the product was personalised or made to specification;
• whether the product or service is faulty, damaged, misdescribed, or deficient;
• the amount of service or digital access already supplied or consumed;
• the applicable Order Confirmation and contractual terms;
• mandatory rights under applicable law.

Approval is not automatic merely because a refund has been requested. However, we will not refuse or restrict a refund where applicable law requires us to provide one.

4. Refund Request Procedure

To request a refund, cancellation, replacement, repair, repeat performance, or price reduction, contact:

Your request should include:

• your full name;
• your Account email address;
• your Order number;
• the product, subscription, or service concerned;
• the date of purchase or payment;
• the reason for the request;
• the remedy you are requesting;
• supporting photographs, screenshots, files, or other evidence where relevant.

Missing information may delay our investigation. We may ask for reasonable additional information needed to verify the purchase or assess the issue.

5. Proof of Purchase

We may request reasonable proof of purchase, such as:

• an Order Confirmation;
• an invoice or receipt;
• a payment reference;
• the email address associated with the Account;
• a transaction identifier;
• delivery or tracking information.

We may be able to locate the transaction through our internal records even where you no longer possess the original receipt.

6. Consumer Cooling-Off Rights

A Consumer who enters into a qualifying distance contract may have a statutory right to cancel without giving a reason.

The start and duration of the cancellation period depend on the type of contract:

• for qualifying goods, the period generally ends 14 days after the day on which the Consumer, or a person nominated by the Consumer, receives the goods;
• for qualifying service contracts, the period generally ends 14 days after the day the contract is entered into;
• special rules apply to digital content, mixed contracts, split deliveries, subscriptions, and contracts containing multiple items.

To cancel, the Consumer must make a clear statement communicating the decision to cancel before the applicable period expires.

The Consumer does not need to provide a reason when exercising a valid statutory cooling-off right.

7. How to Exercise a Consumer Cancellation Right

A Consumer may communicate cancellation by emailing support@review.ministerai.app.

The notice should state:

• the Consumer’s name;
• the Order number;
• the relevant product or service;
• that the Consumer is exercising the right to cancel;
• the date of the request.

Cancellation is effective when the communication is sent, provided it was sent before the applicable cancellation period expired.

8. Optional Model Cancellation Wording

9. Physical Products Purchased Online

Where a Consumer validly cancels a qualifying online Order for a non-personalised Physical Product, the Consumer must return the Product within the applicable legal period.

This period is normally no later than 14 days after the day on which the Consumer informed us of the cancellation.

Unless the Product is faulty, damaged, incorrect, misdescribed, or we agree otherwise, the Consumer is responsible for the direct cost of returning it.

Return instructions and the correct return address will be provided after the return request has been reviewed.

10. Condition of Returned Products

A Consumer may inspect a Product to the extent reasonably necessary to establish its nature, characteristics, and functioning.

We may make a lawful deduction from a refund if the Product’s value has been reduced by handling beyond what would reasonably be permitted when examining the Product in a physical shop.

Products should be returned, where reasonably possible, with:

• all supplied parts and accessories;
• instruction materials;
• protective components;
• original packaging where still available;
• any free items supplied as part of the Order.

A missing original package does not automatically eliminate statutory rights, but damage or diminished value caused by unreasonable handling may affect the amount refunded where legally permitted.

11. Personalised and Custom-Made Products

Products made to your specifications or clearly personalised may include:

• NFC cards containing your business branding;
• NFC products encoded with your unique destination;
• QR cards or displays containing a custom QR code;
• products printed with your logo, business name, colours, or text;
• products made in a custom size, layout, quantity, or configuration;
• products containing a unique URL or identifier.

Statutory change-of-mind cancellation rights may not apply to goods made to the Customer’s specifications or clearly personalised.

Once design, production, printing, encoding, or custom configuration begins, a personalised Order cannot normally be cancelled or refunded merely because:

• the Customer changes their mind;
• the Customer no longer needs the Product;
• the Customer supplied incorrect information;
• the Customer approved a proof containing an obvious error;
• the Customer’s business details or destination link later change.

This exclusion does not remove rights relating to personalised Products that are faulty, damaged, incorrectly manufactured, materially different from an approved proof, or otherwise non-conforming.

12. NFC Product Refunds

NFC Products may depend on device hardware, operating-system settings, browser behaviour, NFC support, internet connectivity, and third-party services.

An NFC Product is not automatically faulty merely because it does not operate with every device.

Before approving a refund for an alleged NFC fault, we may reasonably ask you to:

• test the Product on another compatible device;
• confirm that NFC is enabled;
• remove a case or accessory that may interfere with scanning;
• follow troubleshooting instructions;
• provide a video or other evidence of the issue;
• return the Product for inspection.

Where the NFC component or configuration is defective, we may provide an appropriate repair, reconfiguration, replacement, price reduction, or refund according to the circumstances and applicable law.

13. QR Product Refunds

QR readability may be affected by:

• damage, scratching, or fading;
• poor lighting;
• camera quality;
• printing size or viewing distance;
• third-party scanning software;
• an incorrect destination supplied by the Customer;
• a destination that has been changed, deleted, suspended, or restricted.

A QR Product is not defective merely because a third-party destination is unavailable or because a link supplied or controlled by the Customer is incorrect.

Where the QR code was generated, printed, or configured incorrectly by us, we will provide an appropriate remedy according to applicable law and the circumstances.

14. Damaged Deliveries

Please notify us as soon as reasonably possible if a Physical Product arrives damaged.

We may request:

• photographs of the Product;
• photographs of the outer and internal packaging;
• the delivery label;
• the Order number;
• a description of the damage;
• return of the damaged item.

Depending on the circumstances, we may offer a replacement, repair, partial refund, or full refund.

15. Incorrect or Incomplete Orders

If we supply the wrong Product, incorrect quantity, or an incomplete Order, contact us promptly.

We may arrange delivery of the missing or correct item, collection of the incorrect item, replacement, or refund.

We will bear reasonable return costs where the mistake was ours.

16. Faulty Goods

Physical Products must satisfy applicable legal standards. Depending on the circumstances, a Consumer may be entitled to:

• a short-term right to reject;
• repair;
• replacement;
• price reduction;
• final rejection and refund.

The remedy depends on matters including when the fault arose, whether repair or replacement is possible, and whether the Customer has already received an attempted remedy.

The following are not automatically manufacturing defects:

• normal wear and tear;
• accidental damage after delivery;
• misuse or improper storage;
• unauthorised alteration;
• damage caused by incompatible equipment;
• failure to follow supplied instructions;
• third-party platform or device changes;
• cosmetic differences within reasonable manufacturing tolerances.

17. Return Costs for Faulty or Incorrect Goods

Where a Product is faulty, damaged on delivery, misdescribed, or incorrectly supplied, we will bear reasonable return costs where required by law.

You must follow the return method we reasonably specify. We may not reimburse avoidable premium, expedited, international, or specialist return costs that were not approved in advance, except where legally required.

18. Subscription Refunds

Cancelling a Subscription stops future renewals but does not automatically create a right to a refund for the current billing period.

Unless required by law, stated in an Order Confirmation, or approved under this Policy:

• monthly Subscription fees are non-refundable once the billing period begins;
• annual Subscription fees are non-refundable once the billing period begins;
• unused days or months are not automatically refunded;
• failure to use the Platform does not create a refund entitlement;
• closing an Account does not automatically create a refund entitlement;
• cancellation after a renewal does not automatically reverse that renewal.

These commercial rules do not override a valid statutory cancellation right, a remedy for deficient services, or another right that cannot legally be excluded.

19. Subscription Cancellation

You may cancel an active Subscription through the Account dashboard, where available, or by contacting support@review.ministerai.app.

Unless applicable law or an Order Confirmation provides otherwise:

• cancellation takes effect at the end of the current paid billing period;
• access remains available until that date;
• future automatic renewal charges stop;
• amounts already paid remain non-refundable.

You remain responsible for cancelling before the renewal date. Merely deleting a business profile, removing a payment method, uninstalling an app, or ceasing use of the Platform does not necessarily cancel the Subscription.

20. Accidental Subscription Renewals

If you believe a Subscription renewed unexpectedly, contact us promptly.

We will examine:

• the renewal date;
• the cancellation history;
• renewal notices sent where applicable;
• Platform usage after renewal;
• the accepted plan and billing terms;
• applicable statutory rights.

A refund may be approved where required by law or where we decide, at our discretion, that the circumstances justify one.

Discretionary approval in one case does not create an obligation to approve other requests.

21. Duplicate Subscription Charges

If the same Subscription payment was charged more than once because of a technical or processing error, we will refund the verified duplicate amount.

Separate charges for different billing periods, Accounts, businesses, plans, add-ons, or Orders are not duplicate charges merely because they have similar values.

22. Subscription Upgrades

When you upgrade a Subscription, the price may be:

• charged immediately;
• prorated;
• credited against the remaining value of the existing plan;
• applied from the next billing period.

The applicable calculation will be shown during the upgrade process where practicable.

Upgrade charges are not refundable merely because the Customer later decides that the upgraded features are unnecessary.

23. Subscription Downgrades

A downgrade normally applies at the next renewal date unless the Platform expressly states otherwise.

A downgrade does not normally produce a refund or cash credit for the difference between plans during an active billing period.

24. Free Trials

Where a free trial requires payment details and converts into a paid Subscription, the applicable conversion date and price will be disclosed before the Customer enters the arrangement.

You must cancel before the stated trial expiry if you do not wish to continue into a paid Subscription.

If a trial charge was taken because of a verified system error or misleading configuration by us, we will investigate and provide the appropriate remedy.

25. Promotional and Discounted Subscriptions

Refunds for promotional Subscriptions are calculated using the amount actually paid, not the undiscounted list price.

Promotional credits, referral credits, bonus balances, or free periods are not refundable in cash unless required by law.

26. SaaS Availability and Outages

Temporary interruptions, maintenance, isolated bugs, third-party outages, or minor service degradation do not automatically create a refund entitlement.

Where the Platform experiences a serious and prolonged failure materially preventing use of paid functionality, we may, depending on the circumstances:

• restore the service;
• extend the Subscription period;
• provide an Account credit;
• provide a proportionate refund;
• offer another legally appropriate remedy.

Any specific service-level commitment in a separately signed agreement takes precedence over this general section.

27. Third-Party Service Failures

The Platform may rely on payment processors, AI providers, hosting providers, authentication providers, communications providers, mapping services, and review platforms.

A third-party outage, API restriction, account suspension, pricing change, moderation decision, or service withdrawal does not automatically create a refund entitlement against us.

This does not exclude responsibility where applicable law or a specific contractual obligation makes us responsible.

28. AI-Generated Output Refunds

AI outputs are probabilistic and may vary between requests. A refund is not normally available solely because:

• you dislike the wording or style of an output;
• an output requires editing;
• different generations produce different results;
• the output does not guarantee a commercial result;
• a customer decides not to publish an output;
• a third-party review platform rejects, edits, or removes content.

You are responsible for reviewing AI-generated content before publication.

If a paid AI feature materially fails to function as described, contact us so that we can investigate and provide an appropriate remedy.

29. Usage-Based Services and Credits

Where a Product uses generation credits, usage units, API units, message credits, or other metered allowances:

• consumed units are not normally refundable;
• unused promotional units are not redeemable for cash;
• expired units are not normally restored;
• units lost because of a verified platform error may be restored;
• fraudulently obtained or abused units may be removed.

30. Digital Content

Digital Content may include downloadable materials, generated assets, templates, reports, exports, licences, codes, or other electronically supplied content.

Where a Consumer requests immediate supply during a statutory cancellation period, we may require:

• express consent to immediate supply;
• acknowledgement that the cancellation right may be lost once supply begins;
• confirmation of that consent in a durable format.

Where the required consent and acknowledgement have been properly obtained and Digital Content supply begins, the Consumer may lose the statutory change-of-mind right to cancel.

This does not eliminate statutory remedies where Digital Content is faulty, misdescribed, incompatible contrary to information provided, or supplied without the necessary right.

31. Defective Digital Content

Where Digital Content does not conform to applicable legal requirements, an appropriate remedy may include:

• repair;
• replacement;
• price reduction;
• refund where legally applicable.

The remedy depends on the nature of the problem, whether it can be corrected, whether correction would be disproportionate, and the applicable legal rules.

32. Services and Implementation Work

Services may include setup, configuration, onboarding, design, integration, implementation, consulting, support, and custom development.

Where you request that a Service begins during a statutory Consumer cancellation period, you may be required to:

• expressly request early performance;
• acknowledge the consequences of full performance;
• pay a proportionate amount for work supplied before a valid cancellation.

If the Service is fully performed after the required request and acknowledgement, the Consumer’s statutory cancellation right may end.

33. Cancellation of Custom Services

If you cancel custom work after performance has begun, we may retain or charge reasonable amounts for:

• work completed;
• time committed;
• non-recoverable supplier costs;
• licences or materials purchased specifically for the project;
• approved milestones;
• other amounts permitted by the contract and applicable law.

Any deposit, milestone, or cancellation provision in a signed project agreement takes precedence where legally enforceable.

34. Deficient Services

Services must be performed with the standard required by applicable law and the applicable contract.

Where a Service has not been performed with reasonable care and skill, an appropriate remedy may include:

• repeat performance;
• correction of the affected work;
• price reduction;
• partial or full refund where legally appropriate.

We must normally be given a reasonable opportunity to correct or repeat the Service unless doing so is impossible, cannot be completed within a reasonable time, or would cause significant inconvenience where applicable law provides otherwise.

35. Customer-Caused Delays or Errors

A refund is not normally available for loss, delay, rework, or failure caused by:

• incorrect information supplied by the Customer;
• late approvals or missing content;
• failure to provide access, credentials, or cooperation;
• approval of an incorrect proof;
• changes requested after completion;
• third-party restrictions outside our control;
• Customer misuse or unauthorised modification.

This does not affect any separate responsibility we may have contributed to the problem.

36. Order Cancellation Before Payment

An unpaid Order may usually be cancelled without charge unless:

• we began work at your express request;
• we incurred non-recoverable third-party costs;
• a separate agreement provides otherwise.

37. Order Cancellation After Payment but Before Fulfilment

Where payment has been made but production, activation, configuration, or performance has not begun, we may approve cancellation and refund the amount paid.

Any non-refundable transaction, setup, supplier, or administrative deduction will be applied only where contractually and legally permitted.

38. Order Cancellation After Fulfilment Begins

Once fulfilment begins, the available refund may be reduced or excluded to reflect:

• work performed;
• services consumed;
• digital access supplied;
• custom production completed;
• materials committed;
• non-recoverable costs;
• applicable statutory rules.

39. Delivery Charges

Where a Consumer validly cancels a qualifying distance-sale Order, we will refund the cost of the least expensive standard delivery option offered for that Order where required by law.

Additional amounts paid for premium, express, timed, weekend, international, or other enhanced delivery are not normally refundable beyond the cost of standard delivery.

Original delivery charges are not normally refundable for Business Customer returns unless the Product was faulty, damaged, incorrectly supplied, or the contract states otherwise.

40. Return Shipping Costs

For a Consumer change-of-mind return, the Customer normally bears the direct return cost where this was properly disclosed.

We normally bear reasonable return costs where:

• the Product is faulty;
• the Product was damaged before delivery;
• the wrong Product was supplied;
• the Product was materially misdescribed;
• applicable law otherwise requires us to do so.

41. International Returns

International Customers are responsible for following applicable customs, import, export, and carrier requirements.

Unless the Product is faulty, incorrect, or the law provides otherwise, the Customer is responsible for:

• international return shipping;
• customs declarations;
• insurance;
• duties or handling fees;
• loss caused by inaccurate return documentation.

Marking a return inaccurately to avoid tax or customs charges is not permitted.

42. Refund Amount

The refund amount may include, where applicable:

• the purchase price of the eligible Product or Service;
• applicable taxes paid to us;
• standard outbound delivery where legally required;
• other amounts that applicable law requires us to return.

The refund may be lawfully reduced to account for:

• service already supplied at the Customer’s request;
• diminished value caused by excessive handling;
• non-returned components;
• the value of Products retained by the Customer;
• approved contractual deductions for Business Customers;
• other deductions permitted by law.

43. Partial Refunds

A partial refund may be appropriate where:

• only part of an Order is affected;
• part of a Service was properly supplied;
• a Product has diminished value through excessive handling;
• the Customer accepts the Product with an agreed price reduction;
• a Subscription or custom project was partially performed;
• applicable law provides for a proportionate remedy.

44. Refund Method

Refunds are normally issued to the original payment method.

We may use another method only where:

• you expressly agree;
• the original payment method is no longer available;
• the payment provider requires an alternative lawful process;
• applicable law permits or requires another method.

Refunds are not normally issued to a different person, card, bank account, or digital wallet because this creates fraud and compliance risks.

45. Refund Processing Time

Once a refund is approved, we will initiate it without undue delay and within any deadline required by applicable law.

For qualifying Consumer returns, we may be permitted to wait until:

• we receive the returned goods; or
• you provide evidence that the goods were sent back,

whichever occurs first.

After we submit the refund, your bank, card issuer, wallet provider, or payment processor may require additional processing time before the money appears in your Account.

We do not control third-party banking or payment-processing timelines.

46. Currency Conversion and Bank Fees

Refunds are generally processed in the currency of the original transaction.

Differences caused by exchange-rate movements, bank fees, card fees, foreign transaction charges, or payment-provider conversion rates are outside our control and are not normally reimbursed by us.

47. Refunds for Taxes and Duties

Taxes collected and retained by us will be refunded where applicable to the underlying approved refund.

Import duties, customs charges, brokerage fees, and taxes paid directly to a government, carrier, or third party may need to be reclaimed from that party.

48. Store Credit

We may offer Account credit or store credit as an optional resolution.

You do not have to accept credit instead of a monetary refund where the law entitles you to repayment.

Unless otherwise stated:

• credit is non-transferable;
• credit is not redeemable for cash;
• credit may have an expiry date where legally permitted;
• credit may be limited to specified Products or Services.

49. Promotional Credits and Coupons

Where an Order was paid partly with a promotional code, referral credit, or Account credit:

• the cash-paid portion may be refunded where eligible;
• the promotional portion may be restored as credit;
• expired or one-time promotions may not be reissued;
• no cash refund is due for a free or promotional portion unless required by law.

50. Gifts and Purchases Made by Another Person

Refunds are normally returned to the original purchaser and original payment method.

A recipient may be able to receive replacement, repair, or store credit where appropriate, but we may need authorisation from the purchaser before disclosing transaction details or issuing a monetary refund.

51. Chargebacks and Payment Disputes

Contact us before initiating a chargeback so that we have a reasonable opportunity to investigate and resolve the matter.

Starting a chargeback does not automatically cancel a Subscription or return a Product.

Where a chargeback is initiated, we may provide the payment provider with relevant evidence, including:

• Order and payment records;
• delivery evidence;
• Account and usage logs;
• Subscription records;
• legal-document acceptance records;
• support communications;
• refund and cancellation history;
• IP hashes, timestamps, and device information;
• proofs and Customer approvals.

We will not oppose a valid chargeback through dishonest or misleading evidence.

52. Fraudulent or Abusive Refund Requests

We may reject, investigate, or report refund requests involving suspected:

• false claims of non-delivery;
• fabricated defects;
• altered evidence;
• payment fraud;
• return of a different Product;
• deliberate damage;
• repeated abuse of promotional or refund processes;
• simultaneous refund and chargeback claims;
• unauthorised Account access.

We may suspend an Account while investigating serious fraud or abuse.

Nothing in this section permits us to reject a valid statutory claim merely because a Customer has previously requested a refund.

53. Non-Returnable Items

Subject to mandatory statutory rights, the following may be non-returnable for change-of-mind reasons:

• clearly personalised Products;
• Products made to Customer specifications;
• Digital Content supplied after valid immediate-supply consent;
• Services fully performed after valid early-performance consent;
• items damaged through Customer misuse;
• Products that cannot be resold because of Customer-specific encoding or configuration;
• other categories excluded by applicable law.

This list does not exclude remedies for faulty, damaged, misdescribed, incorrectly supplied, or legally non-conforming Products and Services.

54. Reasons That Do Not Normally Qualify for a Refund

Unless a statutory or contractual right applies, a refund is not normally available because:

• you changed your mind outside an applicable cancellation period;
• you forgot to cancel a Subscription before renewal;
• you did not use the Product or Service;
• you no longer operate the business;
• you selected the wrong plan or quantity;
• you supplied incorrect customisation details;
• you approved an incorrect proof;
• your own device is incompatible despite accurate compatibility information;
• a third-party platform changed its policies or removed content;
• an AI output required editing or did not guarantee a desired result;
• you found an alternative Product or lower price elsewhere;
• you breached the applicable terms or acceptable-use rules.

55. Business Customer Refunds

Business Customers do not receive Consumer cooling-off rights.

Unless a signed agreement or Order Confirmation states otherwise, Business Customer fees are non-refundable once:

• a Subscription period begins;
• digital access is activated;
• work or implementation begins;
• materials or licences are committed;
• production or customisation begins;
• a Product is delivered in conformity with the contract.

We may approve a Business Customer refund where:

• we cannot supply the Order;
• we materially breach the agreement and cannot remedy the breach;
• the Product is defective and a refund is the appropriate contractual remedy;
• the parties agree in writing;
• applicable law requires it.

56. Refunds Following Suspension or Termination

No refund is normally due where an Account, Subscription, or Service is suspended or terminated because of:

• non-payment;
• fraud;
• material breach of contract;
• abuse of the Platform;
• fake or manipulated review activity;
• security attacks;
• unlawful conduct;
• circumvention of usage limits;
• infringement of third-party rights.

If we terminate an Order or Subscription for reasons not caused by your breach, we will provide any refund, credit, or other remedy required by the agreement and applicable law.

57. Account Closure

Closing or deleting an Account does not automatically:

• cancel an active Subscription;
• reverse a payment;
• create a refund entitlement;
• cancel an Order already in production;
• remove outstanding payment obligations.

Subscription cancellation should be completed and confirmed before Account closure.

58. Data Deletion and Refunds

A request to delete personal data does not automatically cancel a contract or create a refund entitlement.

We may retain transaction, consent, audit, tax, fraud-prevention, and dispute records where permitted or required by law, even after Account closure or a refund.

59. Refund Decision

After reviewing a request, we may:

• approve a full refund;
• approve a partial refund;
• offer repair or replacement;
• offer repeat performance;
• provide a price reduction;
• restore credits or access;
• request more information;
• reject the request with an explanation.

The remedy selected will reflect the facts, contractual terms, and applicable law.

60. Appeals and Escalation

If you disagree with a refund decision, reply to the decision email and explain:

• why you believe the decision was incorrect;
• which facts or evidence were overlooked;
• which remedy you believe applies.

We may arrange a further internal review by a person not responsible for the original decision where practicable.

61. Complaints

Complaints concerning refunds, cancellations, or returns should be sent to:

support@review.ministerai.app

We aim to acknowledge complaints promptly and provide a substantive response within a reasonable time.

62. Records and Evidence

We may retain and use records relating to:

• Order placement and confirmation;
• payment attempts and completed payments;
• delivery and tracking;
• Subscription activation and usage;
• cancellation requests;
• refund requests and decisions;
• returns, repairs, and replacements;
• Customer communications;
• proof approvals and customisation instructions;
• acceptance of legal-document versions;
• Account, security, and audit activity.

Records may include timestamps, user identifiers, Order identifiers, payment references, accepted policy versions, IP hashes, device information, and related transaction evidence.

These records may be exported or supplied to payment processors, advisers, insurers, regulators, courts, or other authorised recipients where reasonably necessary to investigate disputes, prevent fraud, comply with law, or establish or defend legal claims.

63. Privacy

Personal data submitted during a refund, cancellation, return, chargeback, or complaint process is handled according to our Privacy Policy and applicable data protection law.

We use the information to verify transactions, assess eligibility, prevent fraud, communicate with you, process remedies, and meet legal obligations.

64. Changes to This Refund Policy

We may update this Policy to reflect:

• changes in law or regulation;
• changes to our Products or Services;
• changes to payment, fulfilment, or return processes;
• fraud-prevention or security requirements;
• reasonable operational changes.

The version and effective date at the top identify the current Policy.

The version accepted when an Order was placed will normally apply to that Order, except where a later legal requirement must apply or a later version provides the Customer with more favourable rights.

65. Governing Law

This Refund Policy is governed by the laws of England and Wales, subject to any mandatory rights available to Consumers under the law applicable to their place of residence.

Nothing in this Policy prevents a Consumer from bringing a claim in a court that has jurisdiction under applicable law.

66. Contact Information

Questions, cancellation notices, refund requests, and return requests may be directed to:

67. Summary of Common Outcomes

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