1. Scope and General Rule
This Refund and Cancellation Policy applies to purchases made through Licentium's website, checkout pages, related applications, links, invoices, and payment flows for digital products, subscriptions, AI tools, consultations, and other Services offered by Licentium.
For purposes of this Policy, "Licentium", "we", "us", and "our" means LICENTIUM LTD, a company registered in England and Wales under company number 17057360, with registered office at 128 City Road, London, EC1V 2NX ("Licentium", "we", "us", or "our"). The merchant of record for a purchase is the entity identified on the checkout page and receipt.
Except where required by mandatory law or where we expressly state otherwise in writing, all fees are non-refundable and all sales are final.
2. Business Users and Consumers
The Services are marketed primarily to business and professional users. If you buy as a business, partnership, fund, DAO, foundation, or in the course of trade, profession, or commercial activity, you are treated as a business user for purposes of this Policy.
If you buy as a consumer, mandatory consumer rights may apply. Nothing in this Policy is intended to remove any non-excludable rights you have under applicable law.
3. Subscriptions and Recurring Plans
If you purchase a subscription, recurring plan, or automatically renewing access pass:
- charges are billed in advance on the recurring interval displayed at checkout;
- you may cancel renewal at any time before the next billing date through the applicable billing interface or by contacting us at hello@licentium.io;
- cancellation prevents the next renewal charge but does not entitle you to a refund for the current billing period, except where required by law; and
- unless we expressly agree otherwise, we do not provide pro-rated refunds or credits for partial billing periods, partial use, non-use, downgrades, or unused seats, requests, or allowances.
If a subscription is cancelled, access usually continues until the end of the already-paid term unless we state otherwise in writing.
4. Free Trials, Promotional Access, and Beta Features
Free trials, temporary access, promotional credits, beta access, and preview features are offered at our discretion and may be changed or withdrawn at any time.
Unless we expressly state otherwise, no refund, cash value, or monetary credit attaches to unused free requests, trial periods, promotional access, beta access, or complimentary credits.
5. One-Time Digital Products, Templates, Document Kits, Credits, and Downloads
Unless mandatory law states otherwise, purchases of digital products are non-refundable once any of the following occurs:
- the product, download, document kit, template, report, or file is delivered, made available, or accessed;
- a download link, access credential, or workspace is issued;
- usage credits are provisioned;
- the digital content is opened, viewed, used, or substantially consumed; or
- you expressly request immediate supply before any applicable cooling-off period ends.
This rule applies, without limitation, to policy packs, document kits, templates, AI credits, prompt packs, reports, structured outputs, and similar digital goods.
6. Consultations, Advisory Calls, and Time-Based Services
For paid consultations, strategy calls, advisory sessions, office hours, and similar time-based services:
- if you cancel or request rescheduling at least 24 hours before the scheduled start time, we may, at our discretion, allow one reschedule or issue account credit;
- if you cancel with less than 24 hours' notice, fail to attend, arrive materially late, or are not reasonably prepared to proceed, the fee is non-refundable;
- if we cancel and cannot reschedule within a reasonable time, we may issue a full refund or credit at our discretion; and
- once a consultation or time-based service has been delivered in whole or in part, the corresponding fee is non-refundable except where required by law.
7. Bespoke Services, Packages, and Professional Engagements
For bespoke work, implementation support, drafting support, onboarding, custom builds, advisory packages, filing support, or other scoped services:
- any separate signed proposal, statement of work, engagement letter, or order form will control to the extent of conflict with this Policy;
- deposits, reservation fees, onboarding fees, and retained-capacity fees are non-refundable once we reserve resources, schedule delivery, or begin work;
- amounts relating to work already performed, time already spent, and expenses already incurred are non-refundable; and
- if we agree to cancel a project before work begins, any refund remains at our sole discretion unless mandatory law requires otherwise.
8. Duplicate Charges, Technical Errors, and Unauthorised Payments
If you believe you were charged in error, charged more than once for the same purchase, or did not receive access due to a technical issue caused by us, you must contact us promptly at hello@licentium.io with:
- your full name;
- the email address used for purchase;
- the date and amount charged;
- the last four digits or other identifying details of the payment method, where appropriate;
- the invoice, receipt, or transaction identifier; and
- a concise description of the issue.
If we confirm a duplicate charge, material billing error, or our failure to provide the purchased access, we may, at our discretion, remedy the issue by restoring access, extending service, issuing credit, or issuing a refund.
If you suspect an unauthorised card use or fraudulent payment, you should also contact your card issuer or payment provider promptly.
9. Consumer Cancellation Rights for Digital Content and Services
If you are a consumer and mandatory law gives you a cancellation right, the following applies unless stricter local law requires otherwise.
A. Digital content not supplied on a tangible medium
If we begin supplying digital content during the statutory cancellation period at your express request, and you acknowledge at checkout that doing so causes you to lose the cancellation right, your cancellation right ends once supply begins, to the extent allowed by law.
B. Digital services
If you ask us to begin supplying digital services during the statutory cancellation period, and you later cancel where cancellation remains available, you may be required to pay for the proportion of services already supplied up to cancellation, to the extent permitted by law. If the service has been fully performed during the cancellation period after your express request and acknowledgment, your cancellation right may end as permitted by law.
C. No waiver where the law does not permit it
Nothing in this Policy overrides mandatory law. If the required consent and acknowledgment were not properly obtained, or the law grants you a non-waivable refund or cancellation right, we will honour that right.
10. How to Request a Refund or Cancellation Review
All refund, cancellation, or billing enquiries should be sent to hello@licentium.io. We may ask for additional information to verify the request and to protect against fraud or abuse.
Submitting a request does not guarantee approval. We review each request against:
- this Policy;
- the applicable product terms and checkout disclosures;
- the purchase type and timing;
- whether access or delivery has begun;
- usage history;
- evidence of technical failure, duplicate billing, or non-delivery; and
- any rights you may have under mandatory law.
We may decline requests that are incomplete, abusive, fraudulent, misleading, repetitive, or inconsistent with this Policy.
11. Approved Refunds
If we approve a refund:
- the refund will usually be sent to the original payment method;
- processing time depends on the payment provider and your financial institution;
- any access associated with the refunded purchase may be terminated immediately or at the time specified by us;
- we may revoke, delete, or disable affected accounts, outputs, downloads, credits, or licences associated with the refunded purchase; and
- to the extent permitted by law, we may deduct the value of any service already performed, any non-recoverable third-party charges, and any usage already consumed where legally permitted and clearly disclosed.
12. Chargebacks and Payment Disputes
Before initiating a chargeback or payment dispute, you should contact us first so that we can review the issue. Initiating a chargeback does not expand your refund rights.
If a chargeback or payment dispute is filed improperly, fraudulently, or without first attempting to resolve a billing issue that falls within this Policy, we may:
- suspend or terminate access to current or future Services;
- contest the chargeback with supporting records, including checkout disclosures and applicable terms; and
- recover our reasonable costs and unpaid amounts where permitted by law.
13. Price Changes and Future Purchases
We may change prices, billing intervals, plan features, usage limits, and refund rules prospectively. Changes do not affect completed purchases retroactively, but they may apply to renewals and future orders if disclosed before the charge.
14. Contact Details
For billing support, cancellations, and refund enquiries, contact hello@licentium.io.