REFUND & RETURN POLICY

Effective date: 2 October 2025
PREPARING BUSINESS LTD
Company no.: 16107292
Registered office: 12 Skinner Lane, Leeds, England, LS7 1DL
Support email: info@shapeai.co.uk | Phone: +44 7418 638914
Service: https://shapeai.co.uk

1. Summary (customer-facing)

• Refunds are processed under this Policy and applicable UK consumer law.
• Acknowledgement: within 5 business days; refund processing: 5–10 business days after approval (timing to reach your account depends on payment provider).
• Refunds will not exceed the original fiat amount paid for Tokens or Services (less any non-refundable processor fees).
• Redeemed Tokens (used in Generation Transactions) are generally non-refundable except for system errors, materially defective or mis-described Products, or as required by law.
• Promotional/bonus Tokens are non-refundable unless promotion terms say otherwise.
• To request a refund, contact info@shapeai.co.uk with your order / generation ID and supporting evidence.
• Refunds are issued in the original purchase currency (EUR, GBP, USD).

2. Scope and legal note

This Policy applies to refunds for Tokens and digital Services (AI-generated meal plans, downloadable PDFs, bespoke plans) on the Service. It does not limit statutory rights you cannot waive under UK law (Consumer Contracts Regulations 2013, Consumer Rights Act 2015).

3. Definitions (key)

• Tokens — internal credits used for purchases.
• Generation Transaction — recorded token deduction for a confirmed generation (includes words, days, options and total tokens).
• Unused Tokens — tokens not redeemed.
• Redeemed Tokens — tokens spent on Generation Transactions or other redemptions.

4. Refund principles (binding rules)

4.1 Refund cap. Refunds do not exceed the original paid amount (net of non-refundable processor fees) in the original purchase currency (EUR, GBP, USD).

4.2 No refund for redeemed Tokens except: (a) system error prevented delivery of output; (b) Product is materially defective or not as described; (c) otherwise required by law. In such cases we will either re-credit the exact Tokens to your Account or issue a fiat refund in the original purchase currency (EUR, GBP, USD) equal to the token value recorded for that Generation Transaction, displayed with exactly two decimal places.

4.3 Partial failures / corrupt output. If output is corrupted or incomplete we will offer: (i) an immediate free repeat generation of the same request (no Tokens deducted); or (ii) refund / re-credit for the affected Generation Transaction.

4.4 Unused Tokens. Refundable if request received before redemption. Non-refundable processor fees may be deducted.

4.5 Promotional Tokens. Non-refundable except where promotion terms state otherwise.

4.6 Bespoke / custom work. Non-refundable once substantial manual work commences, unless bespoke contract sets different terms. Pro rata refund may apply under bespoke agreement.

5. How to request a refund (procedure)

Send an email to info@shapeai.co.uk including: order/generation reference, account email, whether the claim concerns Unused Tokens or a Redeemed Product, evidence (screenshots, file names, timestamps), and preferred refund method. We will: acknowledge within 5 business days, investigate, request additional information if needed, and if approved process refund within 5–10 business days.

6. Investigation, evidence and decisions

We will examine transaction logs, checkout records, delivery/download timestamps and your evidence. If refund approved we will normally refund to the original payment method or offer an alternative after verification. If rejected, we will explain reasons and escalation options.

7. Chargebacks, fraud and abuse

If a chargeback is raised during a pending refund, we will treat it as a dispute and may provide full evidence to the payment provider. We reserve the right to refuse refunds and to suspend/close Accounts where fraud or abuse is detected.

8. Changes to this Policy

We may update this Policy; material changes will be notified to registered users and published on the Service.

9. Record keeping and retention

We retain records necessary to substantiate refund decisions — order id, Generation Transaction logs, token nominal at checkout, download/access logs, timestamps, IP and user agent — for at least 24 months and up to 6 years for enterprise/disputed matters.

10. Escalation and disputes

If dissatisfied, escalate to info@shapeai.co.uk with reasons and references. We will re-review within 10 business days. This Policy does not affect statutory rights.

11. Practical examples (illustrative)

12. Contact details