Refund and Cancellation Policy

What this policy covers

This Refund and Cancellation Policy forms part of the Terms of Service and applies to every RankX AI subscription and credit purchase. It covers how to cancel, what happens to your access and your data afterwards, and when money comes back.

All prices are in USD and exclusive of VAT and other taxes, which are added at checkout where they apply. Refunds are made in the original currency to the original payment method, and any tax charged is refunded with the fee it was charged on.

The free trial

RankX AI offers a 7-day free trial with 1,000 credits and no card required. Nothing is charged during it, nothing happens automatically at the end of it, and there is no refund question to answer because there was no payment.

• The trial clock starts when your initial setup completes, not when you sign up, because the setup has to run before there is anything to evaluate.
• When the trial ends, the account moves to a read-only state. Nothing is deleted and nothing is billed. You choose a plan when you are ready, or you leave it.
• One trial is available per organisation and per website. Opening a second account for the same business to obtain another trial is a breach of the Acceptable Use Policy.

Because no card is taken, we never have to answer the question that causes most subscription disputes, which is why a trial converted into a charge nobody expected. It cannot happen here.

Cancelling a subscription

Cancel at any time from the billing area of the platform. It takes one click, needs no phone call, no email and no reason, and it takes effect immediately in the sense that matters: no further payment is taken.

What happens next:

• You keep full access until the end of the period you have already paid for. Cancelling on day 2 of a month you have paid for does not cut you off on day 2.
• At the end of that period the account becomes read-only. Your data is intact and you can export it.
• You have 30 days from that point to export, after which data is deleted within 90 days, as set out in section 17 of the Terms of Service.
• You can resubscribe at any time before deletion and pick up where you left off.

If you would rather close the account and have everything deleted straight away, email [email protected] and say so. Deletion is irreversible, so we will confirm before we act on it.

Refunds on monthly plans

Monthly subscriptions are charged in advance for the month ahead. Cancelling part way through a month does not produce a pro rata refund, because you keep the whole month you paid for and the resources behind it, principally the credit allowance, were granted for it.

That is the default. It is not the whole answer, and section 9 sets out the situations where we refund anyway, including the common one: a renewal you meant to cancel and noticed within a few days.

Refunds on annual plans

Annual plans are charged once for twelve months, at a discount that reflects the commitment. Cancelling an annual plan stops it renewing and leaves your access running to the end of the twelve months.

• Within 14 days of the first annual charge on a new subscription, we refund in full on request, less the value of any credits already consumed. That is a commercial promise, not a statutory one, and it is offered because twelve months is a long commitment to make on the strength of a 7-day trial.
• After 14 days, an annual term is not refunded pro rata on cancellation. The discount is the consideration for the term.
• An annual renewal charged in error, meaning you intended to cancel and did not, is covered by section 9 and we deal with it generously if you tell us promptly.

Switching from annual to monthly takes effect at the end of the annual term. Switching from monthly to annual takes effect immediately, with the unused part of the month you have paid for credited against the annual charge.

Credits and top-ups

Credits are the platform’s usage meter. Each plan includes a monthly allowance, and you can buy additional credits as a top-up pack at the price shown in the platform.

• Unused plan credits do not roll over and have no cash value. They expire at the end of the billing period in which they were granted, and they are not refundable in money at any point.
• Top-up packs are refundable while untouched. If you have not spent any part of a pack, ask within 14 days of buying it and we will refund it in full. Once any part has been spent, the pack is not refundable, because the spend has already been paid out to the providers behind it.
• Failed work is refunded in credits automatically. If an action fails because of a fault on our side or an outage at a provider we use, the credits reserved for it are returned to your balance. You do not need to ask.
• Work you did not like is not a failure. If a model returns an article you disagree with, or a check reports a result you did not want, the credits are spent: the work was performed and paid for. Regenerating costs credits again.

Credits cannot be transferred between accounts, sold, or converted to money. On an agency account, a per-client credit cap is a ceiling on spend from the single agency pool and does not create a separate balance to refund.

Consumer cancellation rights

RankX AI is sold to businesses, and for a business purchaser the statutory cooling-off rules do not apply at all. Nothing in this section changes the position for a company, a partnership, or a sole trader buying for their trade.

If you are buying as a consumer, meaning an individual acting wholly or mainly outside a trade, business, craft or profession, you have rights we cannot exclude, and they are these:

To exercise the right, email [email protected] with your account email and a clear statement that you are cancelling. You may use the model cancellation form in the Regulations but you do not have to. We refund within 14 days of receiving your notice, to the payment method you used.

Your rights under the Consumer Rights Act 2015, including that digital services must be provided with reasonable care and skill and must match their description, are unaffected by anything in this policy or in the Terms of Service. If you are a consumer resident in the EEA, the mandatory consumer law of your country of residence continues to apply to you.

Renewals, reminders and price changes

Subscriptions renew automatically at the end of each period at the then-current price for your plan, until you cancel. You can turn automatic renewal off at any time in the platform, and the setting is visible without hunting for it.

What we commit to, regardless of what the law requires:

• A reminder before every annual renewal, sent to your account email address at least 14 days beforehand, saying what will be charged and when, and how to cancel.
• A receipt for every charge, monthly or annual, immediately after it is taken.
• At least 30 days’ notice of a price increase, with the new price applying from your next renewal. Cancel before that renewal and you are not charged the new price.
• A 14-day renewal cooling-off for consumers. If you are a consumer and an annual subscription renews, you may cancel within 14 days of the renewal charge and we refund it in full, less the value of anything consumed since. This mirrors the renewal cooling-off in the Digital Markets, Competition and Consumers Act 2024, and we offer it now rather than waiting for the subscription provisions of that Act to be brought into force. Where those provisions are in force and give you more, they apply instead of this paragraph.

When we refund without argument

The list above is the framework. This is how it plays out in practice, and none of these require you to make a case:

• Duplicate or repeated charges. Refunded in full, always.
• A charge after you cancelled. If the cancellation did not take, that is our problem, and the charge is refunded in full.
• A renewal you meant to cancel. Tell us within 14 days of the charge and, provided the new period has not been meaningfully used, we refund it in full and close the subscription. We would rather do that than keep a month from someone who did not want it.
• A billing error on our side. Wrong plan, wrong amount, a discount that should have applied: refunded or corrected in full.
• Work that failed. Credits returned automatically, as described in section 6.
• A sustained outage that made the platform unusable. If a significant part of the service is unavailable for an extended period in a billing cycle, tell us and we will credit or refund a fair share of that cycle. There is no service level agreement, so there is no automatic credit formula, but there is a person who will look at it.
• A feature you subscribed for is materially reduced or removed during a paid term: cancel and we refund the unused remainder pro rata, as provided in section 2 of the Terms of Service.
• We terminate your subscription for convenience, or you leave after objecting to a new sub-processor. Pro rata refund of the unused remainder in both cases.

When we do not refund

Stating these plainly is fairer than leaving them to be discovered:

• Unused time on a plan you kept. If you paid for a month or a year and simply did not log in, the service was available to you and the fee stands. We do not police usage and we do not refund on it either.
• Credits, in money. Expired plan credits and spent credits have no cash value.
• A partly used top-up pack. See section 6.
• Rankings, citations, traffic or business results that did not arrive. The platform measures and assists; search engines and AI assistants decide. Section 2 of the Terms of Service is explicit that no outcome is guaranteed, and a refund on that basis would be a refund for a promise never made.
• Suspension or termination for breach of the Acceptable Use Policy. Fees already paid are not refunded and fees already due remain payable.
• Third-party costs you incurred outside the platform, such as a hosting bill, an agency retainer or a Google Ads spend.
• Requests made long after the event. Billing disputes should reach us within 60 days of the charge, as set out in section 8 of the Terms of Service. We will still look at older ones, but the further back it goes the less we can verify.

Chargebacks

Please contact us before raising a chargeback with your bank or card issuer. Almost every dispute we see is a misunderstanding that takes one email to fix, and a chargeback takes weeks, costs us a fee and gets you your money no faster.

We may suspend an account while a chargeback is open, because we cannot continue to supply a service that is being reclaimed. If the chargeback is resolved in your favour we treat it as a cancellation from the date of the disputed charge. If it is resolved in ours, the amount plus any fee remains payable before the account is reinstated.

How to request a refund

Email [email protected] from the address on the account, and include:

• the account or company name;
• the date and amount of the charge, or the invoice number;
• what you would like us to do, and briefly why.

We acknowledge within one business day and decide within five. If we approve, the refund is issued to the original payment method, usually reaching you within 5 to 10 business days depending on your bank. If we decline, we say why, in writing, and you can ask a director to review it.

ALIM LTD, trading as RankX AI, company number 14528810, registered in England and Wales. VAT registration: [TODO: VAT registration number]. Registered office: [TODO: registered office address].