Refund and Cancellation Policy

1. Cancelling a subscription

You can cancel at any time from the product's settings or by writing to us. Cancelling stops the next renewal; your plan continues until the end of the period you have paid for, and your data is kept.

2. Your first subscription payment

If a product is not right for you, ask within 7 days of your first payment for it, monthly or annual, and we refund that payment in full.

3. Renewals

Renewals are not refunded for the part of a period that is left, because cancelling keeps the plan until the period ends. If you are charged twice, charged in error, or charged for more than you agreed, we refund the extra in full whenever you tell us.

4. Custom work

• Before work starts, the advance is refunded in full if you cancel.
• After work starts, if you cancel, we refund the advance less the work done up to that point, valued at the rates in the quotation, and hand over that work.
• A milestone you have accepted and paid for is not refunded.
• If we cannot deliver what we agreed, we refund what you paid for the part we did not deliver.

5. If we stop providing a product

If we discontinue a product or a plan you are paying for, we refund the unused part of the period you paid for.

6. How to ask, and when the money arrives

Write to support@character.xyz with your name, organisation and the invoice or payment reference. We reply within 2 working days. Approved refunds are issued to the original payment method within 5 to 7 working days; your bank may take up to 10 more working days to show it. Refunds of bank transfers are made to the account the payment came from.