Refunds and cancelling

This page sums up what our client agreement says about refunds and cancelling. Your signed agreement has the full terms, and it wins if it says something different from this page. For everything else, see our terms of service.

How to cancel a monthly service

After any minimum term, monthly services carry on month to month until either of us cancels. They never renew into a new fixed term. To cancel:

1. Email us at afhgamsey@gmail.com and say which service you want to stop. Your agreement says notices go by email, so please don't rely on a text alone.
2. You can give notice at any time, including during a minimum term.
3. The service ends 30 days after your notice, or when its minimum term ends, whichever is later.
4. Until then, you pay the fees that fall due before the end date. Monthly fees aren't split for part months.

Stopping during a minimum term

Some services have a minimum term, written in your agreement. It counts from the first monthly charge. If you want a monthly service to stop before its minimum term ends, the fees for the rest of the minimum term become due. The same applies if we end a service because it wasn't paid.

Those remaining fees aren't due in two cases:

• An event outside either of our control, such as a platform outage, stops a service for more than 14 days. You don't pay for that time, and either of us may end that service.
• The person cloned for an AI twin withdraws consent. See below.

Yearly website hosting

If your site is on yearly hosting, it's charged automatically once a year, starting the day your site goes live. It renews each year unless either of us cancels with 30 days' notice before the renewal date. We email you a reminder at least 30 days before each renewal.

To stop it renewing, email us at least 30 days before the renewal date. If you cancel partway through a paid year, your site stays online until that year ends. The rest of the year isn't refunded.

Website builds

• You pay half the build fee when you sign, and half before the site goes live.
• If you cancel a build before launch, we stop work and keep the deposit. You can still have the work done so far by paying the rest of the build fee. No care or hosting fees are due, because they only start when the site goes live.
• If a build waits on you for more than 60 days, we may close it out after warning you in writing at least 14 days before. We hand over what's done as it stands, and the final build payment becomes due. Restarting later is a new project.

What isn't refunded

• Deposits and one-time fees, such as a website build deposit and start-up or setup fees, including if you cancel before work starts.
• Monthly fees already charged.
• Part months. Monthly fees aren't split for part months.
• The rest of a minimum term, if you stop early, as above.
• Missed videos. On the Standard and Plus video plans, videos we couldn't make because your footage didn't arrive carry over one month at most. They aren't refunded.
• Unused edit time. Site care includes up to 30 minutes of small edits a month. Unused time doesn't carry over.
• The rest of a hosting year. If you cancel yearly hosting partway through, your site stays online until the paid year ends.

The only refund, and when we don't charge

• If the work stops because of us. If you end your agreement because we broke it, or we end it when you did nothing wrong, we refund any fees you paid in advance for work we haven't done.
• If a service is stopped for more than 14 days by an event outside either of our control, you don't pay for that time.

If something we made isn't right

If something we delivered doesn't match what your agreement describes, tell us within 30 days and we'll fix it at no charge. That fix is the main remedy for faulty work.

How refunds are paid

All our payments go through Stripe, so refunds do too. A refund goes back to the card or bank account you paid with. Your bank or card company decides how quickly it shows up on your statement.

If you think a charge is wrong

Email us within 30 days of the charge and we'll sort it out in good faith. Please come to us first: your agreement asks you to raise it with us before disputing it with your bank or card company.

Price changes and switching plans

Prices stay fixed for any minimum term in your agreement. After that, we may change them with 30 days' written notice, and you can cancel before the new price takes effect.

You can move up to a bigger plan at any time, starting from your next payment date. Moving down takes effect at your next payment date after any minimum term.

If consent for an AI twin is withdrawn

On the Clone video plan, the person cloned can withdraw consent at any time. We then stop making twin videos and delete the twin from the AI services within 14 days. Videos already posted stay up unless you take them down.

Your plan then moves to Plus, at the Plus price, from your next payment date. Or you can end social video with 30 days' notice, without the fees for the rest of a minimum term.

When a service ends

• You pay for work done and fees due up to the end date. We hand over the deliverables you've paid for. When your whole agreement ends, we remove our access to your accounts within 7 days.
• Websites. Your site files and domain are yours. Once everything is paid, we send you a full copy of the site files and point your domain wherever you choose. Moving the site to another host for you is paid extra work. We keep the site live for 30 days after care ends, then take it off our hosting. The owner editor is one of our tools, so it isn't included in the site files.
• Social video. Posted videos stay on your accounts. We send you the final files of the videos made in your last paid month.
• Phone assistant and automation. We switch the assistant off at the end of your last paid month. We send you its approved answers and your call and message log. Phone numbers we set up for you are yours, and we'll help move them to your own phone provider. Any carrier transfer fees are passed on at cost.
• Your data. Within 30 days after your agreement ends, we delete your customers' data or give it back, unless the law requires us to keep it. Our privacy page has more.