When SIMCOAI refunds subscription fees, how a pro-rata refund is worked out, and where you stand under UK law as a business customer. We would rather tell you plainly what you are and are not entitled to.
This document forms part of your agreement with SIMCOAI LTD. It is not legal advice for your own business; take independent advice for regulated, sensitive or high-volume use cases.
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This policy applies to fees you pay SIMCOAI LTD for your own subscription, add-ons and prepaid credit. It forms part of your agreement with us under the Terms of Service and sits alongside the Billing and Tax Policy. Where this policy and the Terms of Service differ, the Terms of Service govern.
It has nothing to do with refunds your own customers ask you for. Those are yours to decide and to pay; SIMCOAI records them and never moves money on your behalf.
SIMCOAI is supplied business to business. You confirm when you accept our terms that you are acting in the course of a trade, business, craft or profession and not as a consumer.
On that basis the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to your agreement with us. That includes the 14-day right to cancel a distance contract. A free trial we offer is a commercial trial, not a statutory cooling-off period.
So there is no statutory right to a refund if you decide the service is not for you and cancel part way through a period you have paid for. What you are entitled to is set out below, and it is what we actually pay.
If you are in fact a consumer, do not open an account. If you already have one, tell us at [email protected] and we will close it and refund the fees you have paid for the unused period. Nothing in this policy affects any right or protection that cannot lawfully be excluded.
We refund the part of a period you paid for and we did not supply. In practice that means:
These are the situations we have committed to and they are the ones our systems act on automatically. If you think something else has gone wrong, tell us — this policy is a floor, not a ceiling, and we would rather hear about it.
We say this plainly rather than leaving you to find out:
We take what you were actually charged for the current billing period, and return the share of it that was left when the refund became due:
refund = amount charged for the period × (time remaining ÷ length of the period)
Four things about that arithmetic, so you can check ours:
A worked example. On a £299 monthly plan charged on the 1st, where we withdraw the service on the 16th of a 31-day month, 16 days of the period remain: £299 × 16 ÷ 31 = £154.33.
Refunds go back to the payment method that was charged. We cannot send a refund to a different card or account, which is a rule of the card schemes rather than a preference of ours.
We issue the refund to our payment provider as soon as it is calculated. How long it then takes to appear on your statement is your bank's timing rather than ours — typically a few working days, and up to ten in some cases.
Refunds are paid in the currency you were charged in. We do not compensate for exchange rate movement between the charge and the refund.
Where a refund reduces a VAT-inclusive charge, we issue a credit note and adjust the VAT accordingly, as required by the VAT Regulations 1995. The credit note reference is shown against the refund in your dashboard and on request.
We do not offset a refund against future invoices unless you ask us to. Prepaid credit is a separate balance and is dealt with in the Billing and Tax Policy.
Every situation in "When we refund" above is something we did, so we do not wait for you to ask or to work out the figure. When one of them is recorded against your account, the pro-rata amount is calculated and returned to the card that was charged.
There is no route by which a refund can be triggered from your side of the product, which is what lets us pay them automatically without creating a way for the payment path to be misused. Larger amounts are calculated automatically and released by a person; that is an internal control and does not change what you are owed.
You can see any refund we have issued, what it was for and how it was calculated, on the Billing page of your dashboard.
Email [email protected] with your account email and what happened. We aim to respond within one working day and to reach a decision within five.
If we decline, we will tell you why and which part of this policy or the Terms of Service it turns on. If you still disagree, the dispute clause in the Terms of Service applies and nothing here prevents you from taking independent advice or bringing a claim.
Please raise it with us before asking your bank to reverse a payment. A chargeback on a disputed business invoice tends to cost both sides more than a conversation, and we will always look at it properly first.
Claims about a payment are subject to the ordinary limitation period under the Limitation Act 1980. We keep refund and billing records for at least six years for that reason.
We may update this policy. If a change reduces what you are entitled to, we will give at least 30 days' notice by email or dashboard notice before it takes effect, and the version in force when you paid is the one that applies to that payment.
This policy sets out our position; it is not legal advice for your own business. Take independent advice if you need it.
A Customer should identify the account, charge or invoice and the reason it believes a refund is due. It should not email full payment card details. We may ask for a transaction reference, the affected period or evidence of a duplicate charge so we can locate the payment. We should not require information unrelated to the request. Where we already have enough reliable information to calculate and issue a refund owed under the agreement, we may do so without making the Customer file a separate claim.
A request can be made through the support contact or applicable dashboard control. We will acknowledge the issue, check the relevant payment and account records, and explain any missing information. A support conversation is not itself a final refusal. The Customer may provide further evidence or ask for the decision to be reviewed.
For a prepaid subscription, the unused period begins when the relevant cancellation or qualifying service change takes effect under the Terms, not necessarily when the Customer first considered cancelling. A pro-rata calculation uses the prepaid service period and the portion already delivered, subject to the specific ground for refund. We will show the dates, amount paid and calculation so the Customer can understand the result. A charge for a separately delivered item is not automatically part of the subscription refund.
If the Customer received a promotional discount, the calculation should use the amount actually paid for the affected service, not an undiscounted list price. Taxes are adjusted as required. We will not claim that a partial refund satisfies a statutory right to a greater amount where one applies.
Prepaid credit, add-ons, numbers and usage charges can have different delivery points. Credit already spent on an eligible completed service is not unused merely because the account is later cancelled. Unused prepaid credit is addressed under the Billing & Tax Policy and this policy’s refund grounds. A number or add-on that was not provisioned due to our error should not be treated as delivered. External provider costs that were actually incurred may affect a discretionary refund only where that was explained at purchase and law permits it.
We will distinguish a refund to the original payment method from a service credit that can only be used in the account. We will not replace a refund the Customer is entitled to with credit without the Customer’s agreement. A failed delivery, duplicate purchase or mischarge should be corrected on its own facts.
We normally return an approved refund through the original payment route where it is available. The payment provider and the Customer’s bank may take additional time to display it after we submit it. If that route is unavailable, we may agree another lawful route after verifying the payee; we will not send funds to an unverified third party merely because it asks. We will give a record of the amount and submission date so the Customer can reconcile it.
A pending authorisation may disappear without a separate refund transaction because no payment was captured. A chargeback and a direct refund should be coordinated so the Customer is not paid twice for the same charge. We may pause a duplicate refund attempt while the provider confirms the outcome, but we should explain the reason and keep the Customer informed.
A refusal should identify the relevant charge, policy ground and key facts, using plain language. The Customer can challenge an error in those facts, including the start or end of a paid period or whether a feature was delivered. We will review new evidence reasonably and correct a mistake. We may keep a limited audit record of the request and decision to prevent duplicate payment and explain the outcome, subject to the Privacy Policy.
A Customer can use applicable court, regulator or payment-provider routes where available. Nothing in this policy requires it to give up a right that law makes non-excludable. We encourage early contact because payment and usage records are easier to reconcile while they are recent, but a support delay caused by SIMCOAI will not itself defeat an otherwise valid claim.
A refund or cancellation does not automatically delete the Customer’s workspace, transfer a telephone number or remove its records. Those actions follow the Terms, Privacy Policy and GDPR & Data Processing Policy. The Customer should request any available export and make a continuity plan for callers and staff. We will not condition a refund that is owed on the Customer waiving its data protection rights or agreeing to an unrelated marketing contact.
Conversely, a request to delete personal data does not by itself reverse a completed charge. We may retain limited billing and refund records where law or a legitimate claim requires them, even after the operating workspace is removed. We will explain which route the Customer should use for each outcome.
If a Customer is charged twice for the same authorised purchase or charged after a confirmed cancellation when no amount was due, it should provide the charge references so we can reconcile them. We will return an amount confirmed to be erroneous through the appropriate payment route and adjust tax records where required. A pending authorisation and a settled charge may appear similar in a bank app; we will distinguish them before describing the outcome. We should not require the Customer to keep using the Service as a condition of returning money that was never owed.
If a duplicate charge resulted from the Customer submitting the same order twice, we will consider whether two distinct services were actually supplied and apply the order, cancellation and mandatory rights fairly. We will not assume every repeated click represents a deliberate second purchase.
If SIMCOAI withdraws a paid core function during a prepaid period without a suitable replacement, the Customer may cancel the affected service and receive the applicable pro-rata refund under the Terms. We will identify the affected period and amount paid rather than using a list price the Customer did not pay. A temporary incident may instead qualify for a service credit under the SLA; the same loss should not be compensated twice, but an SLA credit does not remove a separate non-excludable claim. We should explain which remedy applies and why. Where only an optional component is affected, the calculation should reflect that component rather than assuming the whole subscription was unusable.
If we send a refund to the original payment method and the provider reports it failed, we will investigate and arrange a lawful alternative after verifying the payee. A Customer should keep its billing contact current and should not send bank details in an unsecured public form. If an amount is returned in error or twice for the same charge, the parties should reconcile it and correct the excess without creating an unrelated penalty. A refund receipt should identify the charge and adjustment clearly enough for the Customer’s records. We will not say a refund has been paid merely because an internal approval was recorded; the payment submission and provider status matter.
If we decline a request because of a wrong date, duplicate record, missing payment match or mistaken understanding of the service delivered, the Customer may send the relevant correction and ask for review. We will reassess the same charge on the corrected facts and explain the revised calculation. We should not require a new purchase as a condition of reviewing an old one. If a payment has already been returned by a bank, we will reconcile that outcome before sending another refund. The aim is to return what is owed, keep an accurate accounting trail and avoid paying or charging twice for the same item. We may ask for a receipt or payment reference when several similar transactions exist, and we should explain why that evidence is needed. If the Customer cannot access a receipt because the account is closed, we should use other reliable records we hold before denying a claim. A confirmed mistake should be corrected in the payment and invoice records, with the Customer told what to expect next.