Refunds and cancellations.

The short version

• We do not offer a money back guarantee. If something is not right, we keep working on it at no extra cost until it is.
• We refund in one case only: we failed to build what you asked for, and that failure is demonstrable against the written proposal.
• Any refund must be claimed within 14 days of the payment. After 14 days, no refund is available on that payment.
• Plans renew on the cycle you bought. Cancelling stops the next renewal and you keep the service until the paid period ends. A period already started is not refunded.

We fix it rather than refund it

If what we built does not do what the written proposal said it would, we carry on working on it at no extra cost until it does. No second invoice, and no argument about scope.

We prefer this to a refund because a refund leaves you with the same problem you hired us to solve. Finishing the job properly is worth more to you than your money back, and it is what we would want in your position.

The one case where we refund

If we fail outright, meaning we did not build what you asked for and that failure is demonstrable against the written proposal or statement of work, we refund the fees you paid for that piece of work. That is the only circumstance in which money goes back.

• The claim is judged against the deliverables written in the proposal, not against a commercial outcome. We never promise a level of revenue, a number of leads, a conversion rate or a search ranking, so not achieving one is not a failure to deliver.
• You need to have given us the access, information and feedback the proposal said you would. We cannot fail to deliver on inputs we never received.
• The failure needs to be shown, not asserted. Point at the deliverable in the proposal and at what was actually handed over.

The 14 day limit

A refund must be claimed within 14 days of the payment being made. After that the payment is final and no refund is available on it, whatever the reason.

This is deliberate and we would rather say it plainly than bury it. Software work cannot be returned once it has been built and handed over, so the window to raise a problem is short and it starts at payment, not at handover.

What is never refundable

• Anything paid more than 14 days ago. The window has closed.
• Third party costs you paid directly. Hosting, domain registration, AI model API usage, advertising spend and any subscription your system depends on. That money went to them, not to us, so we cannot return it.
• A plan period that has already started. Cancelling a plan does not refund the current period, in whole or in part, whether or not you used it.
• Work already completed on a cancelled engagement. If you end a project part way through, you pay for what was built up to that point.
• Commitments we made on your behalf. Where we signed up for something on your instruction and cannot cancel it, that cost stands.

Plans, renewals and cancelling

Some of what we sell is a plan you pay for on a repeating basis, such as a service plan or hosting.

• Plans renew on the same cycle you bought. A monthly plan renews monthly. An annual plan renews annually. Renewal is automatic until you cancel.
• You can cancel at any time. Email us and we stop the next renewal.
• You keep the service until the paid period ends. Cancelling does not cut you off on the day you cancel. You have already paid for that period, so you use it to the end.
• Cancelling does not produce a refund. A period that has already started is not refunded, in whole or in part, and part use is not refunded.
• We give at least 30 days notice of any price change, and a price change never applies to a period you have already paid for.
• If a payment fails we retry it and tell you. If it stays unpaid we may suspend the service, and we may end the plan if it remains unpaid after that.

Cancelling a project

• Either of us may end an engagement by giving 14 days written notice. Email is written notice.
• If you cancel before we start, you get back anything you have paid, minus any third party cost already committed.
• If you cancel part way through, we invoice for the work completed and refund the balance of anything paid in advance.
• Either of us may end an engagement immediately if the other commits a material breach and does not fix it within 14 days of being told.

If you are a consumer

We work with businesses, but if you are buying as an individual rather than for a business, and you bought at a distance, you have a 14 day right to cancel under the Consumer Contracts Regulations 2013. If you asked us to start work inside that period, you pay for what we did before you cancelled. Nothing on this page removes a right you have by law.

How to claim

• Email contact@alorny.cloud within 14 days of the payment, with what you bought, what the proposal said it would do, and what was actually delivered.
• We acknowledge within 3 working days.
• We give you a decision within 14 days, in writing, with the reason.
• If we approve it, the money goes back to the original payment method within 14 days of that decision. Your bank may take a few days more to show it.

Card payments and chargebacks

Card payments are processed by our payment provider. We never see or store your full card number.

If you think a charge is wrong, email us first. We can usually sort it out the same week, and a direct refund reaches you faster than a chargeback does. Raising a chargeback without contacting us does not get your money back any sooner, and it makes it harder for us to help you.

Charges from us appear on your statement as ALORNY.

Complaints

If you are unhappy with a refund decision, say so. Email contact@alorny.cloud and we will look at it again ourselves rather than leave it with whoever decided it first. These terms are governed by the law of England and Wales.