Refund and Cancellation Policy

This policy explains how refunds and cancellations work for Premoloop subscriptions and cards bought from Premo AI Ltd (“we”, “us”). It forms part of our Terms of Service. If the two disagree about refunds or cancellation, this policy applies, except for custom contracts (section 13).

Nothing in this policy affects any statutory rights you may have under applicable UK consumer law.

Premoloop is sold to businesses and to consumers. You are a business customer if you buy wholly or mainly for your trade, business, craft or profession. That includes sole traders buying for their business.

You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. UK consumer law gives consumers extra rights, explained in sections 5 and 6. This policy cannot remove them.

Business customers rely on the commercial terms in this policy and our Terms of Service, together with any rights the law does not allow us to exclude.

• Subscriptions are paid in advance, monthly or yearly, and renew automatically until you cancel.
• Free trial. 14 days, with no payment details. It does not turn into a paid plan unless you choose one. We do not offer paid trials.
• Upgrades start immediately. We charge the difference for the rest of your current billing period straight away.
• Downgrades take effect at the end of your current billing period. If you then have more cards, branches or logins than the smaller plan allows, you choose which to switch off, or we switch off the least used. Nothing is deleted.
• Extra cards on Teams can be added at any time. We charge for the rest of the current billing period, then at each renewal.
• Cards are printed with your business details. Replacement cards cost £3.99 each as a one-off charge.
• Usage charges. There are none at the moment. If we introduce any, we will tell you before you are charged.
• Account credits. We do not issue account credits. Where money is owed back to you, we refund it.
• Promotional prices and discount codes apply as described when offered. A code must be used at checkout and cannot be added to a payment already made. At least 7 days before a promotional price ends, we will tell you the price you will pay next.
• Prices are shown excluding VAT. If we are VAT registered when you pay, VAT is added at checkout and shown on your invoice.

This is a goodwill promise we choose to offer, on top of any legal rights. If you ask within 14 days of your first payment, we will refund that payment in full. If physical cards have already been shipped to you, we deduct £9.99 for each card shipped.

The promise covers your first payment only. It does not cover renewals, later upgrades, extra cards added later, or replacement cards. It applies to business customers and consumers, but not to Plus or other custom contracts, which follow section 13.

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually give you 14 days from the day your subscription starts to cancel, for any reason.

• Starting straight away. Premoloop starts working as soon as you subscribe. At checkout you ask us to start immediately. You can still cancel within the 14 days, but we may charge for the service provided up to the point you tell us, in proportion to the full price.
• Personalised cards. Cards printed with your business details are made to your specification, so the right to cancel does not apply to the cards themselves. This does not affect your rights if they are faulty or not as described.
• How to cancel. Tell us clearly by email at [email protected]. You can use the model cancellation form in section 15, but you do not have to, and you do not need to give a reason.
• Your refund is paid without undue delay and within 14 days of the day you tell us, to the payment method you used, with no fee.

If our 14-day refund promise gives you more, you get whichever is better for you.

Outside the first 14 days, we will look at your request if:

• you were charged twice for the same thing;
• you were charged the wrong amount or for the wrong plan;
• you were charged after a valid cancellation;
• a billing-system error on our side caused the charge;
• a fault on our side stopped you using the service in any meaningful way, and we could not fix it within a reasonable time;
• an extended outage within our control prevented use (section 8);
• the service was materially different from what you paid for;
• you were charged for a renewal by accident and contact us within 3 days of the charge. This is a goodwill refund at our discretion;
• UK law requires a refund or price reduction. For consumers, the Consumer Rights Act 2015 requires services to be provided with reasonable care and skill and as described. If they are not, you may be entitled to have the problem put right or, where that is not possible, to a price reduction.

We review each request individually. The outcome may be a full or partial refund, or a correction to your account.

Subject always to your statutory rights and section 4, we do not normally refund payments when:

• you change your mind after the 14-day period;
• you forget to cancel before a renewal (but see the accidental-renewal point in section 6);
• you did not use the service, or used only part of a billing period;
• you cancel partway through a monthly or yearly subscription. You keep access until the period ends;
• features were available but you chose not to use them;
• we suspended your account because of a material breach of our Terms of Service.

Discounts and promotional prices are refunded on the same basis as any other payment, at the amount you actually paid.

Annual subscriptions are paid upfront for 12 months. Cancelling stops the next renewal and you keep access until the end of the year you have paid for. Unused months are not normally refunded, but sections 4 to 6 still apply. We email you at least 7 days before an annual subscription renews, with the date and the price.

• Brief interruptions and scheduled maintenance are a normal part of running an online service. We give notice of planned maintenance where we reasonably can. These do not normally lead to a refund.
• Problems outside our reasonable control, such as an outage at a third-party provider, are not normally refunded, except where the law requires.
• Prolonged outages within our control, meaning Premoloop is unavailable for 8 or more consecutive hours, may lead to an extension to your subscription, a partial refund, or another reasonable remedy. We choose the remedy that fits the impact. Contact us within 30 days of the outage.

These remedies are in addition to your statutory rights and do not limit them.

Email [email protected] with your account email, your business or workspace name, the invoice or payment reference, the date and amount of the charge, and why you are asking. We may ask for other information we reasonably need to look into the payment. We aim to reply within 5 working days.

Approved refunds go back to the payment method you used, and we process them promptly. Where the law sets a deadline, such as the 14 days for a consumer cancellation, we meet it. We never charge a fee for a refund. Your bank or card provider may then take several working days to show the money in your account.

Payments are processed by third-party providers such as Stripe. We decide whether a refund is approved. The provider and your bank decide when the money reaches you. Using a payment provider does not change our responsibilities to you.

If you think a payment is wrong, please contact us first. We can usually sort it out faster than a bank dispute. Raising a chargeback does not take away any of your legal rights. If a dispute is opened, we will give the payment provider the relevant information. Payment disputes that appear fraudulent or abusive may be investigated and handled under our Terms of Service and the law.

• How: in Premoloop, go to Settings, then Billing, and cancel. You can also email [email protected]. You will not need to call us or explain why.
• When it takes effect: at the end of your current billing period. You keep full access until then and are not charged again.
• Your data is kept for 2 years after your subscription ends, and you can export it during that time. After that, your workspace and its data are deleted, except anything we must keep by law. Our privacy notice explains how we handle it in the meantime.
• Your cards stop collecting feedback when your subscription ends.

Cancellation stops future renewals. It does not automatically refund charges already paid, except where required by law or stated in this policy.

Plus and other custom customers may have a signed order form, master service agreement or service level agreement. Where those documents set out refunds or service credits, they apply in this order: the order form, then the master service agreement, then the service level agreement, then this policy. Statutory rights are not affected.

We may update this policy. For material changes, we will email account owners at least 2 days before they take effect. Changes apply to payments made after that date. They never remove a refund you were already entitled to under the version that applied when you paid.

Consumers who want to cancel within 14 days can copy this into an email to us:

To Premo AI Ltd, 66 Paul Street, London, EC2A 4NA, [email protected]. I give notice that I cancel my contract for the Premoloop subscription. Ordered on: [date]. Name: [your name]. Address: [your address]. Date: [today].

Premo AI Ltd, trading as Premoloop, registered in England and Wales, company number 17407055, 66 Paul Street, London, EC2A 4NA, United Kingdom. Email [email protected]. Website premoloop.ai.