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Refund Policy

Last updated: July 2026

This Refund Policy explains when Privas Intelligence Ltd, trading as Privas AI, will and will not refund fees. It forms part of our Terms of Service.

1. The short version

We do not refund subscription fees that have already been charged. Instead, when you cancel, you keep everything you paid for until the end of the billing period you have already paid for.

We make narrow exceptions for billing errors and duplicate charges, described in section 4. If you are a UK or EEA consumer, section 6 gives you additional statutory rights.

2. Why the policy works this way

Privas AI is billed monthly in advance. When you cancel, we do not cut off your service that day. Your subscription is set to end at the close of your current billing period, and your assistants keep running with your full plan limits until then.

So a cancellation on day 3 of a month still gives you the remaining 27 days you paid for. Because you receive the full month of service you were charged for, we do not refund the month as well.

You can cancel at any time from your dashboard. There is no cancellation fee and no minimum term.

3. Free plan

The Free plan costs nothing, so there is nothing to refund. You can stop using it or delete your account whenever you like.

4. When we do refund

We will refund, in full or in part, in these situations:

Duplicate or accidental charges. If you were charged twice for the same billing period, or a charge was taken after you had already cancelled, we refund the incorrect charge in full.

Billing errors on our side. If you were charged the wrong amount, charged for a plan you did not select, or charged after a downgrade should have taken effect, we refund the difference.

Extended service failure attributable to us. If the platform was substantially unavailable for a prolonged period during your billing month because of a failure on our side, we will refund a fair proportion of that month's fee. This does not apply to outages caused by third-party providers such as AI model, authentication, payment, or hosting providers, or to scheduled maintenance.

At our discretion. If something has gone genuinely wrong and none of the above quite fits, tell us. We would rather resolve a reasonable complaint than win an argument about a category.

5. When we do not refund

To be clear, so you are not surprised:

  • Partial or unused months after a cancellation — you keep the service instead;
  • Unused allowance — conversations, knowledge sources, or domains you did not use within a billing period. Allowances do not carry over and are not refundable;
  • Dissatisfaction with AI answer quality. Answers are generated from the knowledge sources you supply, and quality depends heavily on the depth and accuracy of that content. Section 7 of the Terms of Service sets this out. We will always help you improve your setup, but we do not refund on this basis;
  • Third-party outages outside our control;
  • Accounts suspended or terminated for breach of the Terms of Service or Acceptable Use Policy;
  • Charges older than 60 days, other than where the law requires otherwise.

6. UK and EEA consumers

If you are a consumer resident in the UK or EEA — that is, buying outside the course of a business — you normally have 14 days to cancel a distance contract for digital services and receive a refund.

By subscribing and using the service, you ask us to begin providing it immediately and acknowledge that you lose the right to cancel once the service has been fully performed within that 14-day period. If you cancel within 14 days having used only part of the service, we refund the fee less a proportionate amount for what you used.

Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 if the service is not provided with reasonable care and skill.

Most Privas AI customers are businesses, and this section does not apply to business purchases.

7. How to request a refund

Email [email protected] with:

  • The email address on your account;
  • The date and amount of the charge;
  • What went wrong.

Timing. Request within 60 days of the charge. We will respond with a decision within 5 business days. If approved, the refund is issued to your original payment method and typically reaches you within 5 to 10 business days, depending on your bank or card issuer.

Refunds are processed through Stripe and returned to the original payment method. We cannot refund to a different card or account.

A note on how we handle this: refunds are processed by a person, not automatically by the platform. If we refund you, your subscription is not automatically cancelled or downgraded as a side effect — we will cancel it separately if that is what you want, so please tell us whether you want the refund only, or the refund and cancellation.

8. Chargebacks

If you believe a charge is wrong, please contact us before disputing it with your bank. We can usually resolve it faster than a chargeback, which takes weeks and costs both of us.

If a chargeback is raised without contacting us first, we may suspend the account until the dispute is resolved. We will provide the payment processor with our records of the charge and of the service provided.

9. Enterprise and custom agreements

If you have signed a Master Service Agreement or another written contract with us, the refund and termination terms in that agreement apply instead of this policy. Enterprise engagements are typically milestone-based, and payment terms are set out in the relevant order form or statement of work.

10. Changes to this policy

We may update this policy. Changes apply to charges made after the updated date at the top of this page, never retroactively to a charge you have already paid.

About Privas AI

Privas AI is a privacy-first AI assistant platform designed to help organizations deploy conversational AI representatives on their websites.

The platform uses domain-scoped knowledge retrieval to ensure that AI responses are generated only from authorized knowledge sources.

Learn more about Privas AI:

Contact

For refund requests or billing questions:

Privas Intelligence Ltd Email: [email protected] Website: https://privas.ai Registered in England and Wales, company number 17195166 Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Operations: Jakarta, Indonesia