Refund & Cancellation Policy

1. Unpaid orders

An unpaid pending order can be cancelled without charge. A payment request may expire automatically if it is not completed within its stated validity period.

2. EU/EEA consumer right of withdrawal

If you are an EU/EEA consumer purchasing a service online, you generally have a statutory right to withdraw from the service contract within 14 days after the contract is concluded, without having to give a reason, subject to applicable exceptions and national implementation rules.

You can exercise this right through our Withdraw from contract page or by sending another clear statement that identifies you and the relevant order.

3. If you ask us to start during the 14-day period

You may ask us to begin the service before the withdrawal period ends. If you make that express request and then withdraw after work has begun, applicable consumer law may allow us to retain or charge a proportionate amount for the service actually provided before your withdrawal.

If the service has been fully performed during the withdrawal period after the legally required express request and acknowledgment, the statutory withdrawal right may end once full performance is complete.

4. Session packs and partially used packages

For a multi-session package, unused sessions are not automatically treated as “delivered” merely because payment was made. If a statutory withdrawal applies and you requested early performance, any deduction should reflect the portion of the service actually supplied before withdrawal rather than the entire package simply becoming non-refundable.

Outside any mandatory withdrawal or consumer-remedy period, requests to cancel unused portions of a package are reviewed in good faith based on the scope, work already performed, scheduling commitments, non-recoverable costs and applicable law.

5. Scheduled sessions, rescheduling and no-shows

If a live session has been scheduled, please contact us as early as reasonably possible if you need to move it. We will normally try to reschedule rather than treat a genuine scheduling problem as a completed session. Repeated no-shows, abusive scheduling or cancellations after substantial preparation may be treated differently where permitted by law and the circumstances are clearly documented.

6. Service quality problems

If the delivered service materially does not match the agreed scope, contact us promptly with your order reference and a clear explanation. We will review the issue and, where appropriate, may offer correction, repeat performance, an additional support action, a proportionate price reduction or refund. Nothing in this policy limits mandatory consumer remedies.

7. Third-party software and usage charges

Unless a custom scope expressly includes them, AI Experts service fees do not include third-party subscriptions, API charges, licences or platform usage. Refunds from those third parties are governed by their own terms and are not controlled by AI Experts.

8. Payment-provider processing times

When a refund is approved, we submit or arrange it through the payment method used where reasonably possible. The time for the funds to appear can depend on the bank, card network, payment processor, currency and payment method. We do not control those external settlement timelines.

9. Chargebacks and payment disputes

If you believe a payment is incorrect or a service has not been provided as agreed, please contact us with the order reference so we can investigate quickly. This does not remove any legal right you may have to contact your bank or payment provider.

10. Refunds after completed work

Completion of work does not remove rights that cannot legally be waived. Where no mandatory withdrawal or remedy applies, a refund for fully delivered custom or session-based work is generally assessed according to whether the agreed scope was actually supplied and whether there is a material unresolved service problem.

11. How to request a cancellation or refund

Use the contact page or the dedicated withdrawal function. Include your name, email and order reference. Do not send payment-card details.

12. Statutory rights remain protected

Nothing in this policy excludes, restricts or replaces consumer rights that cannot lawfully be waived. If local law provides you with stronger rights than this policy, those mandatory rights apply.