Refund & Cancellation Policy – VoxelWiz.ai

1. Introduction

At VoxelWiz.ai, customer satisfaction is central to our mission. We aim to provide reliable, high-quality digital services and AI-powered tools. However, we recognise that circumstances may sometimes require a cancellation or refund.

This Refund & Cancellation Policy outlines your rights and our obligations under UK consumer law, including:

• The Consumer Rights Act 2015 (CRA)
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR)
• Applicable guidance from the Competition and Markets Authority (CMA) and the Information Commissioner’s Office (ICO) for digital content and services

Please read this Policy carefully. It explains when you may be eligible for a cancellation or refund, the process for requesting one, and the circumstances in which refunds are not available.

2.1 Cancellation by the User

You may cancel your subscription or recurring service plan at any time through your account settings or by contacting our support team at support@voxelwiz.ai.

Cancellation will take effect as follows:

• Before the renewal date: your subscription will remain active until the end of the current paid billing period and will not renew thereafter
• After the renewal date: the most recent charge remains payable, and cancellation will apply from the next billing cycle onward
• No retroactive cancellation: cancellation does not automatically entitle you to a refund for the current billing period unless otherwise required by law or expressly approved under this Policy

2.2 Cancellation During Cooling-Off Period

Under the Consumer Contracts Regulations 2013, UK consumers may cancel within 14 days of purchase for a full refund, provided that:

• the digital service has not yet been accessed or substantially used, or
• digital content has not been fully delivered

If you request immediate access to the Services, including AI tools, credits, downloadable content, tokens, or premium features, you expressly acknowledge that your statutory cancellation right may be reduced or lost once performance begins.

2.3 Cancellation of Free Trials

Where a free trial is offered, you must cancel before the trial period ends to avoid automatic conversion into a paid subscription.

If cancellation is not made before the trial expiry date, the applicable subscription fee will be charged automatically.

2.4 Cancellation by VoxelWiz.ai

We reserve the right to suspend or cancel your access to the Services where:

• you breach our Terms & Conditions
• fraudulent, abusive, or unlawful activity is detected
• payment cannot be successfully processed
• continued provision of the service becomes technically, commercially, or legally impractical

Where cancellation occurs due to a breach of our Terms, refunds will generally not be provided.

2.5 Effect of Cancellation

Upon cancellation:

• future recurring payments will stop
• access to premium features will continue until the end of the current paid billing period unless terminated for breach
• unused credits, tokens, or usage allowances may expire at the end of the subscription term unless otherwise stated
• previously generated digital content may remain accessible in your account subject to applicable retention policies

3. Eligibility for Refunds

You may be entitled to a refund in the following circumstances:

3.1 Cooling-Off Period for Digital Services

Under the Consumer Contracts Regulations, you have the right to cancel within 14 days of purchase for a full refund.

However, this right is limited if:

• you request immediate access to digital services (for example AI tools, credits, or premium features)
• digital content has been fully delivered
• the service has been substantially used

We provide clear notice of this at the time of purchase.

3.2 Faulty Services

If our Services are faulty, not as described, or fail to perform as reasonably expected, you are entitled to a remedy under the Consumer Rights Act 2015.

Remedies may include:

• repair or replacement where possible
• price reduction
• partial refund
• full refund if issues cannot be resolved

Examples include:

• persistent platform errors preventing use
• features not functioning as advertised
• prolonged failure in AI processing services

3.3 Billing Errors or Duplicate Charges

If you are accidentally charged more than once or billed incorrectly, you are entitled to a full refund of the overcharged amount.

3.4 Service Downtime

While we strive for continuous service, if VoxelWiz.ai experiences unplanned downtime exceeding 24 consecutive hours, affected users may be eligible for a partial refund, prorated credit, or service extension.

This is offered as a matter of good commercial practice and does not limit your statutory rights.

4. Non-Refundable Circumstances

Refunds are not provided in the following cases:

• Used Credits or Tokens: once consumed, they cannot be restored
• Digital Content Fully Delivered: where AI-generated assets, downloads, or outputs are complete
• Account Termination for Breach: if you violate our Terms & Conditions, including misuse or illegal activity
• Change of Mind After Substantial Use: if you continue using services after subscribing, cancellation does not backdate refunds
• Failure to Cancel Before Renewal: subscription fees already charged for a renewed billing period are generally non-refundable unless required by law

5. Refund Process

To request a refund, please follow these steps:

Step 1: Submit a Request

Email support@voxelwiz.ai with the subject line: “Refund Request”

Step 2: Provide Details

Include:

• your full name
• registered account email
• order or transaction ID
• date of purchase
• reason for the refund request

Step 3: Verification

We may request additional information to confirm eligibility.

Step 4: Assessment

Our team reviews requests within 7 business days.

Step 5: Notification

You will be informed by email whether your refund is:

• approved
• rejected
• pending further clarification

If approved, refunds are issued via the original payment method.

6. Refund Timeframes

• Cooling-off cancellations: processed within 14 days of notice
• Billing errors: typically resolved within 7 business days
• General service issues: processed within 14 days of approval
• Bank or card processing: funds may take 5 to 10 business days to appear

We aim to meet all statutory obligations while also providing faster commercial resolution where possible.

7. Escalation & Dispute Resolution

If you are dissatisfied with our handling of a refund:

• Step 1: Contact our support team to escalate internally.
• Step 2: If unresolved, you may seek Alternative Dispute Resolution (ADR) through an approved UK provider.
• Step 3: You retain the right to pursue claims through the courts of England & Wales.

For data-related disputes, you may also contact the ICO (www.ico.org.uk).

8. Examples & Scenarios

To make this policy clearer, here are some practical examples:

• Example 1: Early Cancellation
  You purchase a subscription but change your mind after 2 days without using the service.
  → Full refund available under the 14-day cooling-off period.
• Example 2: Immediate Use
  You subscribe and instantly use credits to generate AI content.
  → Cooling-off rights are waived once content is delivered.
• Example 3: Faulty Service
  You subscribe, but the platform repeatedly fails to process your requests for several days.
  → You may be entitled to a refund or service credit.
• Example 4: Billing Error
  Your card is charged twice for the same monthly subscription.
  → Full refund of the duplicate charge.
• Example 5: Breach of Terms Your account is terminated for uploading harmful or unlawful content.
  → No refund is issued.

9. Statutory Consumer Rights

This Policy does not affect your statutory rights.

As a UK consumer, you are protected by:

• Consumer Rights Act 2015
  Services must be as described, fit for purpose, and of satisfactory quality
• Consumer Contracts Regulations 2013
  Provides a cooling-off period for digital services
• Consumer Protection from Unfair Trading Regulations 2008
  Protects against misleading or aggressive sales practices

These rights apply regardless of the terms of this Policy.

10. International Users

This Policy is written specifically for UK consumers.

If you are located outside the UK, your cancellation and refund rights may differ depending on local consumer protection laws.

Where applicable, UK law will apply as set out in our Terms & Conditions.

11. Changes to This Policy

We may revise this Policy to reflect updates in legislation, regulatory guidance, or our business practices.

Changes will be communicated via email or website notice.

The Last Updated date indicates the most recent version.

12. Contact Information

VoxelWiz.ai
Email: info@voxelwiz.ai
Support: support@voxelwiz.ai