AgentProof Refund Policy

1. Scope

AgentProof is primarily supplied to organisations and other business customers.

This policy applies unless a signed order form, statement of work or enterprise agreement contains different refund or cancellation terms. Where a separate agreement applies, that agreement takes precedence.

Nothing in this policy limits any mandatory rights that a customer may have under applicable law.

2. Readiness Pilot and custom engagements

A business customer may cancel an initial Readiness Pilot or other directly arranged engagement within 14 calendar days after payment and receive a full refund, provided substantial onboarding, assessment or custom work has not started.

Substantial work includes activities such as:

• a formal kickoff or requirements workshop;
• customer-specific configuration;
• Microsoft tenant or connector setup;
• agent-data import or mapping;
• assessment or evidence-review work;
• generation of customer-specific reports or deliverables;
• customer-specific consulting, configuration or development.

AgentProof will confirm in writing when substantial customer-specific work is about to begin.

If a customer asks AgentProof to begin work during the 14-day period, and later cancels after that work has begun, AgentProof may deduct the reasonable value of work already completed and any non-recoverable third-party cost that was disclosed to and approved by the customer.

Work and customer-specific deliverables already completed and delivered are not normally refundable, except where AgentProof has failed to supply the agreed service, the service is materially defective, or applicable law requires another remedy.

3. Recurring Team subscriptions

When recurring Team billing is available, a customer may cancel at any time to prevent the next renewal charge.

Cancellation does not normally create a refund for a subscription period that has already begun, unless:

• the refund is required by law;
• AgentProof charged the customer incorrectly;
• the service was not supplied as agreed; or
• AgentProof expressly agrees to a refund.

The commercial terms shown at purchase will state the billing period, renewal date and cancellation arrangements.

4. Consumer customers

AgentProof is intended primarily for business use.

If AgentProof contracts with an individual acting wholly or mainly outside their trade, business, craft or profession, that individual may have mandatory consumer rights that override parts of this policy.

Where applicable, these may include:

• a 14-day right to withdraw from a distance contract;
• the right to request that a service begins during that period;
• a possible obligation to pay a proportionate amount for service already supplied following that request;
• statutory remedies if a digital service is not supplied or does not conform to the contract.

Any required consumer consent or acknowledgement relating to immediate performance and withdrawal rights must be obtained expressly and separately. It must not be assumed from ordinary acceptance of the Terms.

5. Requesting cancellation or a refund

Contact [email protected] and provide:

• the account email;
• the invoice, order or approximate payment date;
• the product or engagement purchased;
• whether work has begun or any deliverable has been received;
• the reason for the request.

We will confirm receipt and explain whether the request qualifies for a full refund, a proportionate refund or no refund, together with the reason.

6. Refund processing

Where a refund is legally required, AgentProof will process it within the legally required period.

Other approved refunds will normally be processed within 14 calendar days after approval.

Refunds will ordinarily be returned using the original payment method unless another method is expressly agreed. AgentProof will not charge a refund-processing fee.

Banking or payment-provider processing times may affect when the refunded amount becomes visible.

7. Payment providers

The payment provider used for a purchase will be identified during the purchase or invoicing process.

Where a purchase is processed through a third-party checkout provider, its administrative refund process may also apply, but it does not remove any mandatory legal rights.

8. Contact

Questions about cancellations, invoices or refunds should be sent to [email protected].

Legal correspondence concerning this policy may be sent to [email protected].

This Refund Policy does not provide legal advice and does not limit rights that cannot lawfully be excluded.