Last Updated: August 20, 2025
This document sets out our refund policy for online services and subscription products. It applies to both consumers (B2C) and businesses (B2B). The policy is compliant with relevant laws including the UK Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and other applicable jurisdictions. Please refer to the sections below for specific terms.
We want you to feel confident when buying from Total AI Group Ltd. Below is a clear explanation of your refund and cancellation rights under UK consumer law.
You have 14 days from the day after you sign up to change your mind and cancel your service or subscription.
We will refund all payments you've made (including standard delivery costs) within 14 days of receiving your cancellation request.
If you ask us to begin the service before the 14 days are up, you can still cancel within the cooling off period.
We may deduct an amount to cover services already provided. If the service is fully completed within that period, and you agreed to this, you lose your right to cancel.
Digital downloads or streaming can be cancelled within 14 days unless you requested immediate access and agreed to lose your cancellation right.
If the digital content is faulty or misdescribed, you are entitled to a repair, replacement, or refund.
Subscriptions can be cancelled within the 14 day cooling off period. After this period, cancellations follow the plan's specific terms (e.g., monthly or fixed term). However, if the consumer contacts us within 24 hours and has not used the service they will be entitled to a refund.
Automatic Renewals: If a renewal was charged but not used, refunds may be offered within 7 days of the charge.
Services must be provided with reasonable care and skill. If something goes wrong, we'll fix it, re-do it, or give you a refund or price reduction.
Please go to our Contact Us page and provide your order or account details. We'll confirm and process your refund within 14 days (or sooner where possible).
Refunds do not apply to:
This policy and any refunds granted are governed by UK law (or applicable jurisdiction stated in the Legal Terms). Disputes will be resolved according to the dispute resolution process outlined in our Legal Terms.
This policy outlines the circumstances under which refunds may be granted to business clients for our online services and subscription-based products. It applies only to purchases made by registered business entities and does not apply to consumer (B2C) transactions.
All business transactions are governed by our Legal Terms, or other contractual terms agreed upon at the time of purchase. Refund rights are not automatic and will only be granted as explicitly stated in the Legal Terms or at our discretion in accordance with this policy.
a. Service Failure
If we fail to deliver agreed service levels, including prolonged outages or material downtime, as defined in our Service Level Agreement (SLA) (if any). Compensation may be provided as a service credit or, in exceptional cases, as a pro-rated cash refund.
b. Duplicate or Erroneous Billing
If a client is charged multiple times for the same service or an incorrect amount, we will issue a full refund of the overcharged amount.
c. Prepaid Services & Early Termination
If services are terminated early by mutual agreement, we may provide a pro-rated refund for the unused portion of the prepaid term (excluding setup or onboarding fees).
Refunds will not be granted for:
Submit refund requests in writing to our Contact Us page. Requests must include contract reference, invoice number, and reason for refund. We will acknowledge requests within 5 business days and aim to resolve within 30 days. Approved refunds will be issued to the original payment method or as account credit, depending on contractual arrangements.
Subscriptions automatically renew unless cancelled prior to the renewal date. Cancellation requests must be submitted via your account profile settings at least 5 business days before renewal. Refunds for renewals are not provided unless the service is unused and/or a refund is agreed upon under Section 3.
This policy and any refunds granted are governed by English law (or the applicable jurisdiction stated in the Legal Terms). Disputes will be resolved according to the dispute resolution process outlined in the MSA.
For refund-related enquiries:
Please go to our Contact Us page to submit your enquiry.