Refund & Cancellation Policy

This Refund & Cancellation Policy explains how the Presence Pilot subscription, free first month, cancellation, and refunds work. It forms part of the Terms of Service.

Presence Pilot is sold as a business tool. If you are contracting as a consumer, mandatory UK consumer rights still apply and prevail over this policy where they conflict.

1. Standard pricing

• First month: £0 (full feature access as described at signup)
• Thereafter: £199 per month unless a custom plan is agreed in writing
• No annual contract is required on the standard plan
• Prices are in GBP and exclusive of VAT unless we state otherwise

2. Free first month

The first month is free and does not require a credit card on our standard demo signup. It begins when we activate your workspace (or on the date we confirm in writing). At the end of that period, paid billing starts only if you choose to continue. If you do not continue, access ends and we handle data as described in the Privacy Policy and Data Deletion Policy.

The free month is limited to one per business unless we agree otherwise. We may refuse or end a trial in cases of abuse, duplicate signups, or Acceptable Use Policy violations.

3. Billing after the free month

• Paid plans bill monthly in advance.
• You authorise us (and our payment provider) to charge the payment method on file.
• Invoices are sent to the billing email you provide.
• Feature, location, or seat add-ons may be prorated as we specify when you add them.

4. How to cancel

You may cancel at any time by:

• Emailing sales@presence-pilot.com from the account owner’s email with the subject “Cancel subscription”, or
• Using in-app billing cancellation when that control is available.

Cancellation takes effect at the end of the current paid billing period unless we confirm an earlier date. You keep access until that date. We do not automatically start a new paid month after a valid cancellation is processed. Cancel before the next renewal if you do not want to be charged again.

Cancelling the subscription is separate from deleting personal data. To erase Google/Meta data and account records, also follow the Data Deletion Policy.

5. Refunds

Business customers (standard position)

Monthly fees are for access during the billing period. We do not refund unused days of a period that has already started, except:

• Duplicate or billing errors: if we charged you twice or charged the wrong amount, we refund the error in full.
• Service not provided: if we fail to provide the Service for a prolonged period due to a fault on our side (excluding third-party platform outages), we may refund or credit a fair portion.
• Our discretion: we may issue goodwill refunds or credits on a case-by-case basis.

If you are a consumer

If the Consumer Contracts Regulations 2013 apply, you may have a 14-day cancellation right for distance contracts. For digital services, that right can be lost if you ask us to start the Service during the cooling-off period and acknowledge that you lose the right once performance begins. Statutory rights for goods or services that are not as described, not fit for purpose, or not provided with reasonable care remain unaffected.

Free month

There is no charge for the free month, so there is nothing to refund for that period.

6. Custom, multi-location, and agency plans

Custom pricing, minimum terms, onboarding fees, or notice periods agreed in an order form or email confirmation override this policy to the extent of any conflict. Unless the order form says otherwise, unused prepaid custom fees are non-refundable after work or access has begun.

7. Failed payments, suspension, and chargebacks

If a payment fails, we may retry and may suspend access until the invoice is paid. Repeated failures may lead to termination. Chargebacks opened without first contacting us may result in immediate suspension while we investigate. If a chargeback is reversed in our favour, we may still terminate for breach.

No refund is due if we terminate for material breach of the Terms or Acceptable Use Policy (for example fake reviews or API abuse).

8. Contact

Billing and cancellations: sales@presence-pilot.com. Refund requests should include the account email, invoice number or payment date, and reason. We will respond as soon as practicable.