Refunds and cancellations policy

Effective Date: 1^st August 2025

1. Introduction and Purpose

1.1 AuthPlus Limited (“AuthPlus,” “we,” “us,” or “our”) is committed to treating Users fairly and providing clarity on the circumstances in which refunds are available. This Refund Policy sets out your rights and our practices in relation to refund requests for purchases of the Service made through www.authplus.ai (the “Website”).

1.2 This Refund Policy should be read together with our Terms and Conditions of Use, Privacy Policy, and any applicable Service Level Agreement (“SLA”).

2. Scope of Policy

2.1 This Refund Policy applies to:
(a) Instructors, who may access the Service on a complimentary basis but may choose to purchase enhanced features or subscriptions;
(b) Departments, which purchase subscriptions on a per-student basis; and
(c) Institutes, which contract with AuthPlus under bespoke SLAs.

2.2 Where an SLA applies, the provisions of the SLA shall prevail over this Refund Policy in the event of any inconsistency.

3. Statutory Rights

3.1 Nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation.

3.2 If you are a consumer located in the United Kingdom or the European Economic Area, you may have a statutory right to cancel your subscription within fourteen (14) days of entering into a contract with us (“Cooling-Off Period”), provided you have not requested immediate performance of the Service.

3.3 If you request that we begin providing the Service during the Cooling-Off Period, you acknowledge that you will lose your right to cancel once the Service has been fully performed. Where you cancel part-way through the Cooling-Off Period after requesting immediate performance, we reserve the right to deduct a proportionate amount from any refund due to reflect the value of Services provided up to the time of cancellation.

4. Eligibility for Refunds

4.1 Consumers (Instructors). Individual Instructors purchasing paid features may exercise statutory cancellation rights as described in Section 3.

4.2 Departments. Departments subscribing to the Service may be eligible for both statutory refunds and the discretionary first-month refund set out in Section 5.

4.3 Institutes. Refunds for Institutes are governed exclusively by the applicable SLA and are not covered by this Refund Policy unless expressly incorporated.

5. First-Month Refund Policy

5.1 In addition to statutory rights, AuthPlus offers a discretionary refund for Departments during the first month of paid access.

5.2 If requested in writing within thirty (30) days of subscription activation, we will provide a full refund of the initial subscription fee, provided that:
(a) the request is made by the contracting Department;
(b) the request is submitted to support@authplus.ai with sufficient account and transaction details; and
(c) the refund request relates only to the first subscription period and not to any renewal or subsequent billing cycle.

5.3 This discretionary refund is not available:
(a) to Instructors who use the free tier of the Service;
(b) to Institutes contracting under an SLA; or
(c) in respect of partially used billing periods beyond the first month.

6. Exclusions

6.1 Refunds are not available in the following circumstances:
(a) where the Service has been fully performed with your prior consent during the Cooling-Off Period;
(b) where more than thirty (30) days have passed since subscription activation, save for statutory consumer rights;
(c) where access has been suspended or terminated for breach of the Terms and Conditions of Use;
(d) in respect of SLA-governed contracts unless expressly permitted in the SLA; or
(e) for services that are partially used outside the discretionary first-month refund window.

7. Refund Procedure

7.1 To request a refund, please submit a written request to support@authplus.ai including:
(a) your full name and contact details;
(b) account identifier or email associated with the subscription;
(c) payment reference number; and
(d) reason for requesting the refund.

7.2 We may request additional information to verify your identity and eligibility before processing a refund.

7.3 Refund requests will be assessed in accordance with this Refund Policy and applicable law.

8. Refund Method and Timing

8.1 Approved refunds will be issued to the original payment method used at the time of purchase (Stripe, Payoneer, or other authorised provider).

8.2 Refunds will be processed within fourteen (14) business days of approval, although bank or payment processor delays may apply.

8.3 AuthPlus is not responsible for exchange rate fluctuations, intermediary bank fees, or delays attributable to third-party payment providers.

9. Failed Payments and Suspensions

9.1 If a payment attempt fails or is reversed, AuthPlus reserves the right to suspend or terminate access to the Service until outstanding amounts are settled.

9.2 Failed or reversed payments do not give rise to a right of refund under this Refund Policy.

10. Modifications to This Refund Policy

10.1 We may amend this Refund Policy from time to time to reflect changes in law, regulation, or commercial practice.

10.2 Any material changes will be notified via email or by posting a notice on our Website. Continued use of the Service after such notice shall constitute acceptance of the revised Refund Policy.

11. Contact Information

If you have any questions or wish to submit a refund request, please contact us at:

AuthPlus Limited
203A Broadway, Yaxley, Peterborough, UK, PE7 3NT
Email: support@authplus.ai