Refund and cancellation policy

Version 2.0 · Effective 30 August 2026 · Last updated 30 August 2026

We would rather tell you plainly what is refundable than bury it. Our refunds work through the commitments written into each engagement document, not through a general change-of-mind window. This page sets out how that works, how to claim, and how cancellation works.

1. Summary

2. How commitments work

2.1 Agent Setup

Delivery milestones are listed in your engagement document with dates. If a milestone slips for reasons within our control, invoicing pauses until we meet it. If the engagement is terminated before a milestone is started, the portion of the fee allocated to that milestone is refunded. Work already delivered and accepted is not refundable. Where your engagement document states a performance commitment, its terms and measurement method are written there before work starts, so there is nothing to argue about afterwards.

2.2 Agent Retainer

The retainer covers hosting, monitoring, maintenance and support of your deployed agent system, invoiced monthly in advance. Cancel with 30 days’ written notice, expiring at the end of a paid month. There is no exit fee and no minimum term beyond the notice period.

3. What is not refundable

• Fees for work already delivered and accepted.
• Performance fees correctly calculated on revenue that was actually booked or earned.
• Third-party costs we paid on your behalf and cannot recover — advertising spend, software subscriptions, SMS or email delivery fees. These are always identified separately in advance.
• Fees where a commitment in your engagement document has failed because the obligations in clause 7 of our terms were not met.
• Change of mind after work has begun, outside the guarantees above.

4. Cancelling an engagement

4.1 Before work starts

If you have paid and no work has begun, tell us in writing and we will refund the fee in full. “Work has begun” means the kickoff has taken place or we have started building, whichever is first. We will confirm the position in writing when you ask.

4.2 Setup engagements

Setup engagements run until the agreed delivery. If you cancel mid-build, you pay for work delivered up to that point and any commitment is assessed on what was completed.

4.3 Agent Retainer

Cancel any time with 30 days’ written notice, expiring at the end of a paid month. There is no exit fee and no minimum term beyond the notice period. The final month is served in full, not refunded.

4.4 If we cancel

If we end an engagement for reasons within our control, we refund all fees paid for services not yet delivered, within 14 days.

5. How to claim a refund or guarantee

1. Email hadi@aceexpansion.co with your business name, the service, and what you believe is owed. Or call +44 7538 719039.
2. We acknowledge within 1 business day.
3. We review against the engagement document and the engagement data and give you a written answer within 5 business days, showing the calculation.
4. Approved refunds are issued within 10 business days of that decision.

Refunds are returned by the original payment method and in the original currency. Where you paid by card, the refund goes back to the same card. Your bank may take a further 3–10 days to show it, and any currency movement between payment and refund is outside our control.

6. If you disagree with our decision

Tell us. Under clause 15 of our terms, both of us agree to raise a billing dispute in writing and allow 14 days to resolve it in good faith before escalating to a bank, a card issuer or the courts.

This is not a barrier to your rights and it does not remove them. It exists because a chargeback takes weeks and tells us nothing, whereas an email tells us exactly what went wrong and we can usually fix it the same week. If we owe you money, we would rather pay it than argue about it.

7. Contact