Refund & Cancellation Policy

1. Definitions

In this policy, the following terms have the meanings set out below:

2. Free Trial

2.1 Scope of Free Trial

Avantwerk offers a free trial of the Platform. No payment card is required to start a free trial. The free trial provides full access to the Platform features applicable to the plan selected.

2.2 No Charges During Trial

No subscription fee is charged during the free trial period. Accordingly, no refund is applicable in relation to the free trial.

2.3 Conversion to Paid Subscription

If you do not cancel before the free trial expires, your account will not automatically convert to a paid subscription unless you have expressly provided payment details and authorised recurring billing. If no payment details have been provided, access to the Platform will cease at the end of the free trial without any charge.

2.4 Relationship to Cooling-Off Period

The Cooling-Off Period (see Section 5) runs from the Commencement Date of a paid subscription, not from the start of the free trial. If you convert from a free trial to a paid annual subscription, the Cooling-Off Period begins on the date the paid subscription commences.

3. Monthly Subscription — Cancellation

3.1 Right to Cancel

You may cancel a monthly subscription at any time by accessing your account settings or by contacting [email protected].

3.2 Effect of Cancellation

Upon cancellation of a monthly subscription:

• your subscription will remain active until the end of the current Billing Period for which you have paid;
• you will not be charged for the next Billing Period; and
• no refund will be issued for the remaining days of the current Billing Period in which cancellation is made.

3.3 Data Retention Post-Cancellation

Following cancellation, your data will be retained for a period of 30 days during which you may request an export. After 30 days, your data will be permanently deleted in accordance with our Data Retention Policy.

3.4 Reactivation

You may reactivate your subscription at any time during the 30-day post-cancellation retention window without loss of data. After that window, reactivation will result in a new account with no prior data.

4. Annual Subscription — Cancellation

4.1 Right to Cancel

You may cancel an annual subscription at any time by accessing your account settings or by contacting [email protected].

4.2 No Pro-Rata Refund (Standard Position)

Subject to Sections 4.3 and 5 below, cancellation of an annual subscription does not entitle you to a pro-rata refund of the remaining portion of the annual fee. The full annual fee is charged in consideration of the 12-month term commitment, including the 2-months-free benefit built into the annual pricing.

4.3 Exception — Statutory Cooling-Off Period

If you are a Consumer and you cancel an annual subscription within 14 days of the Commencement Date, Section 5 applies and you may be entitled to a full or partial refund under your statutory rights.

4.4 Effect of Cancellation

Upon cancellation of an annual subscription outside the Cooling-Off Period:

• access to the Platform will continue until the end of the current annual term for which you have paid; and
• the subscription will not auto-renew at the end of that term.

4.5 Annual Plan Prices

5. Statutory 14-Day Cooling-Off Right (Consumer Contracts Regulations 2013)

5.1 Statutory Entitlement

Where you are a Consumer, you have a statutory right to cancel this agreement within 14 calendar days of the Commencement Date without giving any reason. This right is conferred by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) and cannot be excluded or restricted by Avantwerk.

5.2 How to Exercise Your Right to Cancel

To exercise your right to cancel under this Section, you must inform us of your decision to cancel by a clear statement (for example, a letter sent by post or email):

You may also notify us via your account settings cancellation flow. The cancellation is effective from the date on which you send your notification.

5.3 Refund Where No Services Have Commenced

Where you cancel within the Cooling-Off Period and Services have not commenced, you are entitled to a full refund of any amounts paid. The refund will be made without undue delay and in any event within 14 calendar days of the date on which we are informed of your decision to cancel. The refund will be made using the same payment method used for the original transaction, unless you have expressly agreed otherwise.

5.4 Partial Refund Where Services Have Commenced at Your Express Request

Where you cancel within the Cooling-Off Period but you have expressly requested that we begin providing the digital services before the end of the Cooling-Off Period (for example, by activating your account and using the Platform), you acknowledge that:

• you will lose your right to a full refund to the extent that services have been provided; and
• you will be entitled to a partial refund calculated as follows:

5.5 Waiver of Cooling-Off Right

If you request that Services commence before the end of the Cooling-Off Period, we will ask you to acknowledge this prior to commencing. Your acknowledgement will constitute your express consent to early commencement and your acceptance of the partial refund position set out in Section 5.4.

5.6 B2B Customers

The 14-day cooling-off right under this Section applies only to Consumers. Business customers purchasing under a B2B agreement are not entitled to a statutory cooling-off period, and refunds for annual subscriptions are subject to the terms of the applicable B2B agreement.

6. Implementation Packages — Cancellation and Refunds

6.1 Packages Covered

This Section applies to the following one-time professional service packages:

6.2 Statutory 14-Day Cancellation Right for Consumers

Where you are a Consumer, you have a statutory right to cancel an Implementation Package within 14 calendar days of the date of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

6.3 Full Refund Where No Work Has Commenced

Where you cancel within the Cooling-Off Period and Avantwerk has not commenced any work on your Implementation Package, you are entitled to a full refund of the package fee paid.

6.4 Partial Refund Where Work Has Commenced at Your Request

Where you cancel within the Cooling-Off Period but have expressly requested that Avantwerk begin work before the end of that period, you are entitled to a partial refund calculated as follows:

Avantwerk will provide a written breakdown of the hours completed at the time of any partial refund request. The hourly rate of £150 reflects our standard professional services rate and will be applied without any markup or rounding in your favour.

6.5 Cancellation After the Cooling-Off Period

Cancellation of an Implementation Package after the 14-day Cooling-Off Period has expired does not entitle you to any refund. Avantwerk will continue to deliver the package in accordance with the agreed scope of work set out in the Implementation Services Contract.

6.6 Exceptional Circumstances

Avantwerk reserves the right to consider refund requests outside the above terms in exceptional circumstances at its sole discretion. Any such consideration does not create a precedent and does not affect the stated terms of this policy.

7. How to Request a Refund or Cancel

7.1 Cancellation via Account Settings

You may cancel a subscription at any time by logging into your Avantwerk account and navigating to: Settings > Subscription > Cancel Subscription.

7.2 Cancellation or Refund Request via Email

To request a refund or to cancel where account access is unavailable, contact us at [email protected]. Your request must include:

• Your full name and registered email address
• Your account or order reference number
• The reason for the cancellation or refund request
• Whether you are exercising a statutory right or making a discretionary request

7.3 Acknowledgement and Response

We will acknowledge your request within 2 business days of receipt. We will respond with our decision within 5 business days of receipt of all required information.

8. Refund Processing

8.1 Method of Refund

All refunds will be processed to the original payment method used for the purchase (typically the original debit or credit card via Stripe). We do not issue refunds in the form of credits, vouchers, or alternative payment methods unless you have expressly agreed to such an arrangement.

8.2 Refund Timeframe

Once a refund has been approved, we will initiate the refund within 5 business days. The time for funds to appear in your account will depend on your card issuer or bank, but is typically 3 to 10 business days from the date of processing.

8.3 Currency

All refunds are processed in British pounds sterling (GBP). Avantwerk is not responsible for any currency conversion losses or bank charges applied by your financial institution.

9. Circumstances Where No Refund Is Payable

Notwithstanding any other provision of this policy, no refund will be issued in the following circumstances:

10. Disputes and Complaints

10.1 Initial Contact

If you have a dispute regarding a charge, refund decision, or cancellation, please contact us in the first instance at [email protected]. We will acknowledge your complaint within 2 business days and provide a substantive response within 5 business days.

10.2 Escalation

If you are not satisfied with our response, you may escalate your complaint to our Legal team at [email protected].

10.3 Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may be able to use an alternative dispute resolution (ADR) scheme. Details of applicable ADR schemes will be provided upon request.

10.4 Statutory Remedies

Nothing in this policy restricts your right to pursue your statutory remedies through the courts of England and Wales or through any applicable regulatory body.

10.5 Chargebacks

11. Governing Law

This policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with this policy are subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory statutory rights you may have as a consumer.

Billing & Cancellation Contact

For all refund, cancellation, and billing enquiries, our team is here to help.