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, processed by our merchant of record (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.
There is an important exception, and we ask you to confirm it at checkout. If you ask us to begin supplying the digital service immediately:
- for services, if you cancel within the 14 days you will pay for the portion already supplied; and
- for digital content, where you expressly consent to immediate supply and acknowledge that you lose the right to cancel, the cooling-off right is lost for that content.
Because we ask for immediate access at checkout, many customers will have waived the statutory cooling-off right for digital content. The 30-day money-back guarantee above is contractual, is not waived at checkout, and will usually be the more useful route.
If you are in the UK and hold an annual subscription, you have a fresh 14-day right of withdrawal each time that subscription auto-renews, as set out in our merchant of record’s refund policy (clause 4.3B).
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 |
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.
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.
You may also request a refund or cancellation directly through our merchant of record at paddle.net.
We aim to acknowledge refund requests within two working days. Approved refunds are returned to your original payment method; how long the money takes to appear depends on your bank or card issuer.
Who takes the payment
Terms of Service clauses 4.0 and 4.3B
Purchases are processed by Paddle, our merchant of record. Paddle is the seller of record for your transaction: it charges your payment method, handles applicable taxes, issues invoices and processes refunds. The Paddle Checkout Buyer Terms apply to the purchase alongside our Terms.
Billing administration. 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, and/or by Paddle, as indicated at purchase. Paying either one 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.
Because Paddle is the seller of record, it acts as an independent controller of your payment data under its own privacy policy, rather than as a processor acting on our instructions. We receive transaction confirmations and subscription status. We do not store full card numbers. See section 3.1 of the Privacy Policy.
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.