Refund Policy

1. Introduction

This Refund Policy explains the circumstances under which Issoria Limited, trading as ChangeAble Limited ("we," "our," or "us") will provide refunds for subscriptions to the ChangeAble.ai platform (the "Service").

This Refund Policy is part of our Terms of Service. By subscribing to the Service, you acknowledge and agree to this Refund Policy.

We are committed to customer satisfaction and will work with you to address any concerns about our Service.

2. General Refund Policy

2.1 No Refunds for Subscription Services

Subscription fees are generally non-refundable. All fees paid for subscription plans (Pro and Enterprise tiers) are non-refundable except as expressly provided in this Refund Policy or as required by applicable law.

When you purchase a subscription, you agree to pay the subscription fee for the entire billing period (monthly or annual). If you cancel your subscription before the end of a billing period, you will not receive a refund for the remaining time in that period, but you will retain access to the Service until the end of your paid period.

2.2 Right of Withdrawal (UK/EU Consumers)

If you are a consumer in the United Kingdom or European Union, you have the right to cancel your subscription within 14 days of your initial purchase without providing a reason (the "cooling-off period").

However, by using the Service during the 14-day cooling-off period, you expressly agree that we begin providing the Service immediately, and you acknowledge that you will lose your right of withdrawal once the Service has been fully performed.

If you cancel within the 14-day period before using the Service, you will receive a full refund. If you have used the Service during this period, any refund will be reduced proportionally to reflect the service already provided.

3. Subscription Tier Policies

3.1 Free Tier

The Free Tier does not involve payment and therefore is not subject to refunds. Free tier usage is subject to credit limits and fair use policies.

3.2 Pro Tier (£49.99/month)

Pro subscriptions are billed monthly in advance. Refunds are generally not available except:

• Within the 14-day cooling-off period (UK/EU consumers, subject to usage conditions)
• In cases of billing errors or technical failures on our part
• Where required by applicable consumer protection laws

If you cancel your Pro subscription, you will retain access until the end of your current billing period, but no refund will be provided for the remaining time.

3.3 Enterprise Tier

Enterprise subscriptions are governed by individual contracts negotiated between the customer and ChangeAble. Refund terms for Enterprise subscriptions will be specified in the applicable contract or service agreement.

If your Enterprise contract does not specify different terms, the general provisions of this Refund Policy apply.

4. When Refunds May Be Available

We may provide refunds in the following exceptional circumstances:

4.1 Billing Errors

If we incorrectly charge you (for example, charging you twice for the same subscription period, or charging you after you have properly cancelled), we will promptly refund the incorrect charge.

4.2 Service Unavailability

If the Service is unavailable for an extended period due to technical failures or other issues within our control, we may provide a pro-rata refund or service credit at our discretion. This does not apply to:

• Scheduled maintenance or updates
• Downtime caused by your actions or third-party services beyond our control
• Force majeure events (natural disasters, wars, pandemics, etc.)
• Brief interruptions or minor technical issues

4.3 Duplicate Payments

If you are accidentally charged multiple times for the same subscription period, we will refund the duplicate charge(s).

4.4 Unauthorized Charges

If your payment method was used without your authorization, please contact us immediately. We will investigate and, if confirmed, issue a refund. You should also contact your bank or payment provider to report fraudulent charges.

4.5 Legal Requirements

We will provide refunds as required by applicable consumer protection laws in your jurisdiction.

5. When Refunds Are Not Available

Refunds will not be provided in the following circumstances:

5.1 Change of Mind

If you simply change your mind about using the Service (after the 14-day cooling-off period for UK/EU consumers), you are not entitled to a refund. However, you may cancel your subscription to prevent future charges.

5.2 Partial Period Refunds

We do not provide pro-rata refunds for cancelled subscriptions (except as required by law or in cases of extended service unavailability). If you cancel mid-billing period, you retain access until the end of that period but receive no refund.

5.3 Dissatisfaction with Features

Refunds are not available simply because you are dissatisfied with certain features, AI outputs, or the Service's capabilities. We encourage you to use the Free Tier or request a demo before purchasing to ensure the Service meets your needs.

5.4 Account Termination for Policy Violations

If your account is suspended or terminated for violating our Terms of Service or Acceptable Use Policy, you will not be entitled to a refund of any fees paid.

5.5 Unused Services or Features

Refunds are not provided for services or features you chose not to use during your subscription period.

5.6 Technical Issues on Your End

We cannot provide refunds for issues caused by your internet connection, device, browser, or other factors outside our control.

6. How to Request a Refund

If you believe you are eligible for a refund under this policy, please contact us as soon as possible:

6.1 Information to Provide

When requesting a refund, please include:

• Your account email address
• The date and amount of the charge
• The reason for your refund request
• Any relevant supporting documentation (e.g., screenshots of billing errors)
• Your preferred refund method (if applicable)

6.2 Refund Request Timeline

Refund requests should be submitted within 30 days of the charge in question. Requests submitted after 30 days may not be considered.

7. Refund Processing

7.1 Review Process

We will review your refund request and respond within 5-10 business days. We may request additional information to verify your request.

7.2 Refund Decision

Our decision to grant or deny a refund is at our sole discretion, except where refunds are required by law. We will notify you of our decision via email.

7.3 Refund Method

Approved refunds will be processed to the original payment method used for the purchase. We cannot issue refunds to a different payment method.

7.4 Refund Timing

Once approved, refunds are typically processed within 5-10 business days. The time it takes for the refund to appear in your account depends on your bank or payment provider and may take an additional 5-10 business days.

7.5 Currency and Fees

Refunds will be issued in the same currency as the original payment. Any currency conversion fees or international transaction fees charged by your bank or payment provider are not refundable.

8. Cancellations vs. Refunds

Important: Cancelling your subscription is different from requesting a refund.

8.1 Cancellation

When you cancel your subscription:

• Your subscription will not renew at the end of the current billing period
• You will retain access to paid features until the end of your paid period
• You will not receive a refund for the current billing period
• No further charges will be made after the current period ends

8.2 How to Cancel

You can cancel your subscription at any time through:

• Your account settings on the ChangeAble platform
• Emailing us at info@issoriachange.com

Cancellations take effect at the end of the current billing period.

9. Chargebacks and Payment Disputes

9.1 Contact Us First

If you have a billing dispute or concern, please contact us directly before initiating a chargeback with your bank or payment provider. We are committed to resolving issues quickly and fairly.

9.2 Chargeback Consequences

If you initiate a chargeback or payment dispute without first contacting us:

• Your account may be immediately suspended pending resolution
• We may provide evidence to your payment provider to contest unjustified chargebacks
• Repeated unjustified chargebacks may result in permanent account termination
• You may be liable for any costs we incur due to fraudulent or unjustified chargebacks

9.3 Legitimate Disputes

We understand that legitimate billing errors occur. If you have a genuine concern, please reach out to us, and we will work with you to resolve it promptly.

10. Your Consumer Rights

Nothing in this Refund Policy affects your statutory rights as a consumer under applicable law. In jurisdictions where mandatory consumer protection laws apply, those laws will prevail over any conflicting provisions of this policy.

10.1 UK/EU Consumer Rights

If you are a consumer in the UK or EU, you have additional rights under consumer protection legislation, including:

• The right to cancel within 14 days (cooling-off period)
• Rights related to faulty or misdescribed services
• Rights under the Consumer Rights Act 2015 (UK) or equivalent EU legislation

10.2 Other Jurisdictions

If you are located in a jurisdiction with specific consumer protection laws, those laws may provide you with additional rights beyond what is stated in this Refund Policy.

11. Changes to This Refund Policy

We may update this Refund Policy from time to time. The "Last Updated" date at the top of this policy indicates when it was most recently revised.

Changes to this policy will be posted on this page. If we make material changes, we will notify you via email or through a prominent notice on the Service.

Changes to this policy do not apply retroactively to purchases made before the change, except where required by law.

12. Contact Us

If you have questions about this Refund Policy or need assistance with a billing issue, please contact us: