Refund & Cancellation Policy

This policy applies to paid engagements with Solutions AI Ltd (Company No. 11521309), trading as AL Solutions AI. It works alongside the Service Agreement signed for your specific project — where the two differ, your signed Service Agreement takes priority.

The numbers below (notice periods, refund %, etc.) are set to match what we actually offer, and are correct on this page.

1. Our payment structure

Most engagements follow a milestone-based structure:

• 50% deposit on signing, to begin scoping and build
• 50% on go-live, once the agreed system is live and working as scoped

Some engagements may use a different milestone split — this will be stated in your Service Agreement.

2. Cancelling before work begins

If you cancel within 48 hours of signing and before any work has started, your deposit is refunded in full, minus any payment processing fees.

3. Cancelling during the build

If you cancel after work has started:

• The deposit covers engineering time already committed and is non-refundable past the cancellation-free window above
• Any work completed beyond the deposit value will be invoiced pro-rata for time spent, based on the agreed scope
• We will deliver all work completed to date in its current state

4. Cancelling after go-live

The system has been delivered and accepted at this point — the second-half payment is due as invoiced. No refund applies, since the deliverable has been completed.

5. If we fail to deliver

If we materially fail to deliver the agreed scope (the system doesn't work as specified, or we miss the go-live date by more than 2 weeks without a mutually agreed extension), you're entitled to a partial refund proportional to the undelivered work, per your Service Agreement.

6. No-retainer policy

We do not lock clients into recurring retainers. Any post-launch support package beyond the included 30-day window is opt-in, billed separately, and cancellable with 30 days notice.

7. How to request a refund or cancellation

Email [email protected] with your project name and reason. We'll confirm receipt within 2 business hours and resolve most requests within 5 business days.

8. Disputes

If we can't resolve a billing dispute directly, either party may escalate it through the dispute resolution process set out in the Service Agreement, or as a last resort through the courts of England and Wales.

9. Contact us

Solutions AI Ltd

19 Shepiston Lane, Hayes, United Kingdom, UB3 1LH
Email: [email protected]