Refund Policy

Paid ai2 licences (Pro and Ultimate) are provided by BEY AGENCY LTD, the licensor of the ai2 software. Your purchase is made through Polar Software, Inc., our merchant of record. Polar is the seller of record for the transaction: it handles your card details, calculates and remits any applicable VAT or sales tax, issues your receipt, and processes any refund. BEY AGENCY LTD never sees or stores your card details.

This policy sets out how refunds work for paid ai2 licences. It applies to purchases made through the ai2 website via Polar. The open core stays free, so this policy is only about paid licences.

In short: a paid licence unlocks all of its downloadable content immediately, so we do not offer change-of-mind refunds once your access has begun. By completing checkout you consent to that immediate supply and acknowledge that you give up the 14-day right to cancel. As merchant of record, Polar may still issue a refund at its own discretion, for example to prevent a chargeback. Your statutory rights for faulty or not-as-described content are separate and always remain, as set out below.

This policy applies to purchases of paid ai2 licences (Pro and Ultimate) made through the ai2 website, sold through Polar Software, Inc. as merchant of record on behalf of BEY AGENCY LTD.

The open core of ai2 is free and released under the MIT licence. Because it is free, no payment is taken for it and nothing about it can be refunded. This policy is only about paid licences.

• Covered: paid Pro and Ultimate ai2 licences purchased through the ai2 website.
• Not covered: the free, MIT-licensed open core, which involves no charge and so needs no refund.

If you buy a paid ai2 licence as a consumer, your legal rights under the Consumer Rights Act 2015 will apply in full. Nothing in this policy limits or removes those rights.

Under that Act, digital content we supply must be as described, fit for its intended purpose, and of satisfactory quality. If the digital content is faulty or does not meet these standards, you will be entitled to a remedy, which may be a repair, a replacement, or a refund, in line with the Act.

These are your statutory rights and they sit above this policy. Where anything in this policy appears to conflict with your statutory rights as a consumer, your statutory rights will prevail.

For most goods and services bought at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers a 14-day right to cancel and receive a refund, without needing a reason.

There is an important exception for digital content that is supplied immediately. Where you agree that supply will begin straight away and you acknowledge that, by doing so, you lose the 14-day right to cancel, that cancellation right ends once supply has begun. A paid ai2 licence unlocks access to downloadable content immediately, so by completing checkout you confirm both of the following.

• Express consent that supply of the digital content begins immediately, before the 14-day cancellation period ends.
• Acknowledgement that, once supply has begun, you will lose the 14-day right to cancel under the 2013 Regulations.

Completing checkout is what gives this confirmation. Giving it does not affect your separate statutory rights under the Consumer Rights Act 2015 described in section 3.

Refunds are limited to the following situations, which are about faults and billing errors rather than a change of mind.

• Faulty or not-as-described content: if the licensed digital content is faulty, not as described, not fit for its purpose, or not of satisfactory quality, you will be entitled to a repair, a replacement, or a refund under the Consumer Rights Act 2015.
• Duplicate or incorrect charges: if you are charged more than once for the same licence, or charged the wrong amount, in error, we will refund the difference.

Where a valid statutory cancellation right still applies to your purchase, we will honour it as required by law. As merchant of record, Polar may also choose to issue a refund at its own discretion, for example to resolve a payment dispute. Outside these situations, and once your access has begun, purchases are final.

A paid licence unlocks immediate access to all of its downloadable content, and by completing checkout you give express consent to that immediate supply and acknowledge that you lose the 14-day cancellation right once supply begins. For that reason we do not offer refunds for a change of mind after access has begun. This includes cases where you no longer need the licence, bought the wrong tier by preference rather than by a billing error, have already downloaded some or all of the content, or decide the material does not suit your project. Once access has begun, these purchases are final, subject to any discretionary refund Polar may issue as merchant of record.

This does not affect your statutory rights. If the content is faulty, not as described, not fit for purpose, or not of satisfactory quality, you remain entitled to a remedy or refund under the Consumer Rights Act 2015, whether or not access has begun. A change-of-mind exclusion never overrides those rights.

The consumer cancellation rights under the 2013 Regulations, and the consumer remedies under the Consumer Rights Act 2015, are for consumers buying outside their trade, business, or profession. They may not apply where a licence is bought by a business.

For business and B2B purchases, refunds will be at our discretion. We will still act reasonably and in good faith, and we will still correct genuine faults, duplicate charges, and clear billing errors.

If you believe you are entitled to a refund, please contact us by email with your order details. Include the order or receipt reference, the email used at checkout, the amount and date of the charge, and a short description of the reason for your request.

• Email hi@bey.agency or hello@ai2.design. Both addresses reach the same team.
• Use the subject line Refund request so we can prioritise it.
• Contact us within a reasonable time of the charge or of discovering the problem.

We aim to acknowledge refund requests within five business days and to resolve them promptly after that.

Where a refund is due, we will refund to the original payment method used for the purchase. We are not able to send refunds to a different card, account, or method.

Refunds are processed by Polar Software, Inc., our merchant of record, which handled the original payment. Once a refund is approved and issued, the time it takes to appear in your account depends on Polar and your bank or card issuer. You will be notified by email when a refund has been issued.

If you think there is a problem with a charge, please contact us first. Most issues, including duplicate or accidental charges and faulty content, can be resolved quickly and directly.

Raising a chargeback or payment dispute with your bank or card issuer without contacting us first, where the dispute is not warranted, may lead to suspension of the associated licence while the matter is investigated. This does not affect any genuine statutory right you have, and it does not prevent you from disputing a charge you believe to be fraudulent.

We may update this policy as the service and our merchant-of-record arrangements develop. The current version and its last-updated date are shown at the top of this page.

Any change will apply to purchases made after the updated version is published. It will not reduce the statutory rights that applied to a purchase at the time it was made.

This policy relates to paid ai2 licences operated by BEY AGENCY LTD, a private limited company registered in England and Wales (company number 16435596).

For any question about refunds or this policy, email hi@bey.agency or hello@ai2.design. Both addresses reach the same team.