1. What this policy covers
This Refund Policy applies to every payment made to agentOS Proptech Group Ltd for access to the Service — recurring subscription fees, one-off charges and usage-based charges. It forms part of our Terms of Service, and we publish it so you can see our refund, cancellation and dispute terms before you pay.
2. Payment, currency and your statement
Card payments are processed by our payment provider, Stripe. We do not see or store your full card details. Charges are taken in the currency shown at checkout, and any refund is paid in that same currency — if exchange rates have moved since you paid, the amount that reaches your account may differ slightly from the amount you were charged, and we cannot make up that difference. The descriptor shown on your receipt is what appears on your card or bank statement.
3. Your statutory rights come first
Where consumer law gives you a right to cancel or to a refund — for example the 14-day right to cancel a distance contract in the UK and EU — that right applies in addition to this policy and nothing here limits it. Where this policy and the law disagree, the law wins.
4. New subscriptions — 14-day refund
If you cancel a new subscription within 14 days of the first payment, we refund that payment in full, less any usage-based charges you have already run up. This applies once per account, to the first subscription you take out.
5. Renewals and cancelling
Subscriptions renew automatically until you cancel. You can cancel at any time from your account settings; cancelling stops the next renewal and you keep access for the remainder of the period you have already paid for. We do not refund the unused part of a monthly period. For annual plans cancelled after the 14-day window, we refund each complete unused month remaining, less any discount that was given for paying annually.
6. When we will refund you
We refund, without argument, where: you were charged twice for the same thing; you were charged the wrong amount; you were charged after correctly submitting a cancellation before the renewal date; you did not authorise the payment; or the Service was unavailable for a sustained period beyond the commitments in our Terms of Service and you could not use what you paid for.
7. What we do not refund
Usage-based charges for service you have already consumed. Fees charged by third parties and passed through at cost. Promotional credit, free-trial value and discounts, which have no cash value. Fees for a period during which we suspended your account for a breach of our Acceptable Use Policy. Renewals where no cancellation was submitted before the renewal date, unless section 6 applies.
8. How to ask for a refund
Email our support address (add a support email on the Company Details page and it will appear here) with the account or company name, the date and amount of the charge, and the last four digits of the card used. We acknowledge every refund request within 2 business days and tell you our decision — with our reasons if we are declining — within 10 business days of receiving it.
9. How refunds are paid
Refunds go back to the original payment method. We cannot refund to a different card, to a different person, or by bank transfer, except where the original card has been closed and your bank confirms it cannot receive the refund. Once approved, we submit the refund to our payment provider within 5 business days; your bank or card issuer then typically takes a further 5 to 10 business days to post it to your statement. That last step is outside our control.
10. Chargebacks and disputes
Please contact us before raising a chargeback with your bank — a refund we agree is usually faster than a dispute, and it avoids the charge being frozen while the dispute runs. If you do raise a dispute, we will give our payment provider the record of your order, the version of our terms that applied when you paid, and our correspondence with you. We will always tell you what we have submitted.
11. Closing your account
Cancelling a subscription is not the same as deleting your account. You can close your account from Settings, and you can export your data for 30 days after closure. Closing your account does not by itself create a refund entitlement — sections 4 to 7 decide that.
12. Changes to this policy
We may update this policy. The version in force on the date you made a payment is the version that governs that payment; we keep every published version so that is always verifiable. Material changes are brought to your attention through the Service before they take effect.
13. Contact
Questions about a charge or a refund: our support address (add a support email on the Company Details page and it will appear here). We answer refund questions as a support matter, not a sales one — you do not have to keep a subscription to get an answer.