30-day money-back guarantee
Individuals on paid plans — Terms of Service clause 4.3A
If you are not satisfied with a paid subscription, you may request a full refund within 30 days of your initial purchase of that subscription. You do not need to give a reason.
This sits on top of your statutory rights and does not limit them. Three conditions apply:
- it applies once per subscription;
- it applies to the initial purchase only, not to renewal payments; and
- the refund is returned to your original payment method, issued by us — or, where a refund to that method is no longer possible, by another means we agree with you (see below).
14-day consumer cooling-off
Consumers only — Terms of Service clause 4.3
If you are a Consumer — acting for purposes wholly or mainly outside your trade, business, craft or profession — you have 14 days from purchase to cancel and receive a refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Many digital services ask you to waive that right at checkout so they can start supplying immediately. We do not. You get access straight away and you keep the full 14 days, and if you cancel inside them we refund you in full — we do not deduct anything for the days you used. You do not need to give a reason.
Because we never ask you to waive it, the 14-day right is always available to you. For an initial purchase the 30-day money-back guarantee above is simply the longer window, so that is usually the one to use. The 14-day right is what matters on a renewal, which the 30-day guarantee does not cover.
Each time a subscription renews automatically, you have a fresh 14-day right to cancel that renewal and be refunded in full for it. This applies to every renewal, on every plan, wherever you are — it is not limited to annual plans or to the UK (clause 4.3D).
Cancelling without a refund
Terms of Service clauses 4.1, 4.4 and 4.5
Outside the windows above, you may cancel at any time with effect from the end of your current billing period. You keep access until that period ends. Except as stated in the Terms or required by law, fees already paid are non-refundable and we do not pro-rate a part-used period.
Subscriptions renew automatically for successive periods equal to the initial period unless you cancel before renewal. We remind Consumers of upcoming renewals where the law requires it.
If a payment fails, we may suspend paid features after giving you notice and a reasonable opportunity to update your payment method.
Other situations where we refund
Terms of Service clauses 2.2, 4.2 and 12.1
| Situation | What you get | Clause |
|---|---|---|
| We materially reduce the core functionality of your paid plan | Consumers may end the subscription and receive a pro-rata refund of prepaid fees for the remaining period, after reasonable advance notice from us | 2.2 |
| We make a material change to the Terms you do not accept | You may terminate before it takes effect; Consumers with a prepaid period receive a pro-rata refund | 12.1 |
| We change the price | At least 30 days’ notice, effective from your next renewal. Cancel before it takes effect if you do not accept it | 4.2 |
| We materially reduce a Kemory fair-usage allowance mid-term on an annual plan | Tell us you would rather not continue and we refund the unused portion | Fair Usage Policy |
Nothing on this page affects your statutory rights, including rights under the Consumer Rights Act 2015 that cannot be excluded.
Business customers
Organisation plans — Business Terms clauses 8.1, 8.3 and 9.3
There is no cooling-off period and no money-back guarantee on organisation plans. The 30-day guarantee and the 14-day consumer right above apply to individual and self-serve accounts, not to customers contracting on the Business Terms.
Fees stated in the Order are non-refundable except as expressly stated in the agreement. Subscription fees are invoiced annually or monthly in advance, usage-based fees in arrears, invoices are payable within 30 days, and seats added mid-term are charged pro rata.
Renewal pricing may change with at least 60 days’ notice before the renewal date. Either party may give notice of non-renewal at least 30 days before the end of the current term. On expiry or termination you have 30 days to export your data using the export tools or by requesting a machine-readable export.
Query a charge with us before raising a chargeback. Where an organisation customer raises one and it is not resolved in their favour, the dispute fees charged to us are reimbursable and may be set off against sums owing (Business Terms 8.2A).
The only pro-rata refunds on business plans
Each of these arises where the fault is ours. None of them is a customer-initiated refund.
| Trigger | Remedy | Clause |
|---|---|---|
| The Services do not materially conform to the documentation, or are not provided with reasonable care and skill, and we cannot re-perform within a reasonable time | Terminate the affected Services and receive a pro-rata refund of prepaid fees for the unexpired period. Re-performance is the first remedy; the refund applies only if re-performance fails | Business Terms 12.1 |
| A third party claims the Services infringe UK or EU intellectual property rights | We may procure the right to continue, modify the Services to be non-infringing, or terminate the affected Services with a pro-rata refund | Business Terms 13.1 |
| You object to a new sub-processor on reasonable data-protection grounds and the objection cannot be resolved | Terminate the affected Services with a pro-rata refund | DPA, Schedule 1 clause 3 |
Our current sub-processors are published at docs.sekondbrain.ai/subprocessors, and we give at least 30 days’ notice before adding or replacing one.
How to request a refund
Email support@sekondbrain.ai from the address on your account, telling us which subscription you mean and, if you are relying on the 30-day guarantee, that you are doing so. You do not need to explain why.
We aim to acknowledge refund requests within two working days. Approved refunds are returned to your original payment method — or, where a refund to that method is no longer possible (an expired card, a closed account), by another means we agree with you. How long the money takes to appear depends on your bank or card issuer.
Model cancellation form
Schedule 3, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
You may use this form to cancel, but you do not have to. An email saying you want to cancel is enough, and so is any other clear statement.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods/for the supply of the following service:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
If you don’t recognise a charge
Terms of Service clause 4.5A
Come to us first. Email support@sekondbrain.ai and we will identify the charge and, if it should not have been taken, refund it — usually faster than your bank can. We aim to acknowledge within two working days.
Charges appear on your statement as statement descriptor pending.
If you raise a chargeback with your bank or card issuer, we may suspend paid features while the dispute is open and will restore them if it is resolved in your favour. None of this affects your right to raise a dispute with your bank, or your rights under section 75 of the Consumer Credit Act 1974.
Who takes the payment
Terms of Service clauses 4.0 and 4.3B–4.3D
Your contract is with SeKondBrain AI Labs Limited under the laws of England and Wales. Billing is administered globally by our affiliate SEKONDBRAIN AI LABS FZCO, United Arab Emirates, which is the seller of record for your purchase: it charges your payment method, issues your invoice, and is responsible for applicable taxes on the sale. Paying the Billing Entity discharges your obligation to us, and the identity of the billing party does not change who you contract with, your rights under the Terms, or the governing law.
Stripe processes the payment. Payments are processed on our behalf by Stripe, our payment service provider. Stripe acts as our processor when it executes your payment, and separately as an independent controller of transaction data for its own fraud-prevention, anti-money-laundering and regulatory-compliance purposes, under its own privacy policy. Stripe is not a party to your contract with us and is not the seller of your subscription. Your payment details are handled by Stripe; we do not store full card or bank details. See section 3.1 of the Privacy Policy.
There is no merchant of record. No third party is interposed as seller of your subscription, and refunds are issued by us — see How to request a refund.
Contact
SeKondBrain AI Labs Limited, Company No. 16806279, 2 Peel Court, 24 St. Cuthberts Way, Darlington, England DL1 1GB.
Refunds and billing: support@sekondbrain.ai. Privacy: privacy@sekondbrain.ai.