This policy explains how cancellations and refunds work. Consumers and business customers have different rights, so they are covered separately. Nothing here reduces your statutory rights.
1. Consumer customers: your 14-day right to cancel
If you buy as a consumer online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days to cancel without giving a reason.
For services, the 14 days start on the day after the contract is made, which is when you complete checkout.
To cancel, tell us clearly within the 14 days. You can email us or use the template at the end of this policy. You do not have to give a reason.
2. Asking us to start during the cancellation period
We normally wait until the 14 days have passed before starting work. If you want us to start sooner, you can tick a separate box at checkout asking us to begin during the cancellation period. It is never pre-ticked or required.
If you ask us to start early and then cancel within the 14 days, you may need to pay a proportionate amount for the work done up to the point you told us you were cancelling. We will refund the rest.
If the service has been fully performed within the 14 days at your express request, and you acknowledged at checkout that you would lose your right to cancel once it was complete, the right to cancel ends when the service is complete.
3. Digital content
Our current services are services, not downloadable digital content, so no digital-content waiver is used at checkout.
If we ever supply digital content immediately, we will ask for your separate express consent and your acknowledgement that you lose the right to cancel once supply begins. That consent will never be combined with any other agreement.
4. Business customers
If you buy for business purposes, cancellation and refunds are governed by your order, these policies and applicable law. The statutory 14-day consumer right does not apply.
If a bespoke project is cancelled:
- Completed work may be charged.
- Reasonable third-party costs already committed may be recoverable where permitted.
- Charges reflect the actual agreement and the work actually done.
- Work not yet performed is never treated as completed.
We do not apply arbitrary or punitive cancellation fees.
5. Website design projects
Any deposit, milestones, deliverables and cancellation arrangements are explained in your proposal or order before you pay. Deposits are not automatically non-refundable; what is refundable depends on the work completed and your statutory rights.
6. Subscriptions
- Billing frequency: monthly, starting from the date shown at checkout.
- Renewal: subscriptions renew automatically each month until cancelled. This is shown before you pay.
- Cancellation: cancel at any time by email, or through billing controls in your dashboard where available.
- After cancelling: your service continues until the end of the month you have already paid for, then stops. You will not be charged again.
- Add-ons: they need an active chatbot plan, so if your chatbot subscription ends, your add-ons are set to end at the close of their current paid month and you are not charged for them again.
- AI Phone & SMS: phone number rental is charged monthly from activation and stops when you release the number or your plan ends. Usage above your allowance is charged after it is used and is not refundable, except where it was charged in error. Charges passed through from telephone carriers for numbers that needed documents or registration are not refundable once the number is active. US texting registration fees (A2P 10DLC brand and campaign fees, campaign vetting and any toll-free verification fee) are charged by Twilio and US carriers, passed on at cost, shown for your approval before you pay, and kept separate from your Cailub plan. Once a fee has been submitted to Twilio it isn’t refundable, including if the registration is rejected, because the providers don’t refund it. Fees you’ve paid that haven’t been submitted are refunded if you cancel, and carry over if a resubmission doesn’t need them again. The monthly campaign fee stops when you switch off US texting or your SMS plan ends; the current month isn’t refunded. AI Insights & History is monthly and can be cancelled any time; it ends with the last chatbot or Laila plan on your account.
- Refunds: we do not normally refund part-months for business customers. Consumers keep their 14-day cancellation right on the first payment.
7. How refunds are paid
Approved refunds are paid back to your original payment method, normally through Stripe.
For consumers cancelling within the cancellation period, we refund without undue delay and in any event within 14 days of being told about the cancellation.
8. Cancellation notice template
You can copy and send this to us by email:
To: Lyndon Mukandavire trading as Cailub, 60 Stockport Road, Manchester, M12 6AL, United Kingdom, cailub.solutions@gmail.com I hereby give notice that I cancel my contract for the supply of the following service: [service name] Ordered on: [date] Name: [your name] Email used for your account: [email] Date: [date]