Refundpolicy.

"Consumer" means an individual buying wholly or mainly outside their trade. Everyone else is a business customer. If a term here would remove a right the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013 say cannot be removed, that right stays and the term is read down.

Ask for a refund by emailing hello@detenx.studio from the address on the account, with the invoice number and the reason. We confirm eligible refunds within 14 days of a complete request, and we pay them back to the original payment method within 14 days of that confirmation.

For a distance contract you generally have 14 days from the day after the contract starts to cancel, without giving a reason. This does not apply once a custom deliverable has been made to your specification and fully supplied, or once digital content has been supplied, if you asked us to start and acknowledged that you would lose the right to cancel.

If you asked us to start a service during the 14 days and then cancel, you pay a proportionate amount for what was supplied up to the cancellation. If the service has been fully performed in that period, and you agreed to that and acknowledged the lost right, no refund is due.

Separately, if a service is not performed with reasonable care and skill, or digital content does not meet the statutory quality standard, you can require a repeat performance or, where that is impossible or not done in a reasonable time, a price reduction or refund of the affected fees. That remedy is for the affected fees. It is not a claim for lost profits or campaign results.

A kickoff payment reserves senior time. It is earned once we start discovery or the agreed start date arrives, because that capacity is then not available to other clients.

• If you cancel in writing before we start any work and before the start date, we refund the kickoff payment minus third-party costs we cannot recover.
• If you cancel after work has started, you pay for time and third-party costs incurred up to the cancellation date, at the agreed rates. We do not charge milestones that have not started. Fees for work you have accepted are not refunded.
• If we end the project because you are late paying, the same rule applies: work done is payable, unstarted milestones are not.
• If we materially fail to meet a written commitment and do not put it right within 14 days of your written notice, you can end the affected work and we refund the fees for the part we did not deliver. Accepted parts stay paid.

A change of mind about design, a result that was never promised, or a delay you caused is not a ground for a refund of work already done.

Monthly plans renew until you cancel. Cancel before the renewal date and the next period is not charged. The current period is not refunded, because the product was made available for that period.

Annual plans can be cancelled in the first 14 days for a refund of the fee, minus a proportion for days already used and any third-party or usage costs, if you have not sent campaigns, placed calls, or booked appointments through the product. After those 14 days, the plan runs to the end of the year. Cancelling stops the next renewal. It does not refund the year in progress.

If a product is unavailable for a material part of a paid period because of our fault, and we do not restore it within a reasonable time after you tell us, we refund a fair proportion of the fees for that period. Carrier failures, your lists, your scripts and your account settings are not our fault.

If we materially reduce the core function of a product mid-term, you can cancel and we refund the unused whole months, as the Terms say. Free trials end without a charge and without a refund, because nothing was paid.

• Third-party costs already incurred, including domains, ads, telecoms, message or minute charges, app-store fees and licences.
• Deliverables you have accepted, or that were deemed accepted under the Terms.
• Fees for a period in which you used the product to send messages, place calls or book appointments, except the fair-proportion refund where the product itself failed.
• Suspension for unlawful use, non-payment, or a risk to our carriers or platform.

Contact us before you raise a chargeback. If a payment is reversed and the dispute is not resolved, we can suspend the account and withhold deliverables until it is. A chargeback does not cancel fees that this policy says are payable. We will supply the provider with the contract and the record of what was delivered.