Refund Policy

1. Introduction

This Refund Policy explains how Clothink Ltd ("we", "us", "our") handles refunds for clothink, our AI product development workspace for apparel (the "Service"). It applies to subscription fees and one-off purchases (including token packs) made through our Service.

We are committed to treating refund requests fairly and in line with applicable consumer law. References to specific legislation below are indicative; consumers in other jurisdictions may have equivalent or additional rights under their local law, which we will also honour where required.

2. Eligibility for Refunds

Consumers (UK): If you are a consumer (i.e. you are acting for purposes outside your trade, business, craft or profession), you may be entitled to a full refund if you cancel within 14 days of subscribing, under the Consumer Contracts Regulations 2013. We do not charge a fee for this cancellation.

Consumers (EU): EU consumers have equivalent 14-day cancellation rights under the EU Consumer Rights Directive (2011/83/EU). The same terms apply: if you cancel within 14 days and have not asked us to begin providing the Service, you receive a full refund. If provision has started, we may deduct a proportionate amount for the service delivered up to cancellation.

Consumers (other jurisdictions): If you are a consumer in another country, you may have similar statutory cooling-off or cancellation rights under your applicable local law. We will honour those rights where required.

Subscription plans: If you cancel your subscription within the 14-day cooling-off period and have not requested that we begin provision of the Service before the end of that period, you will receive a full refund of any amount paid. If you have asked us to start providing the Service during the cooling-off period, you may still cancel but we may deduct an amount for the service provided up to the cancellation date.

Token packs: Where we approve a refund for a token pack payment (for example under consumer law or at our discretion), we adjust your token balance to align with the refunded amount — including proportionally if only part of the payment is refunded. Outside those cases, token packs are treated as non-refundable; we do not guarantee refunds for unused tokens.

Outside the cooling-off period: After 14 days, refunds are given only where required by law (e.g. if the Service is not as described or not fit for purpose) or at our discretion in exceptional circumstances.

References to "at our discretion" and "eligibility" in this policy mean we are not obliged to grant a refund; they do not create a guarantee of any refund.

3. How to Request a Refund

To request a refund, submit your request via our contact page. Use the Contact link in the site footer if you prefer. Please select or mention "Refund request" and include your account email, the date of purchase, and a brief reason for the request.

We will acknowledge your request promptly and may ask for additional information to verify your identity and the transaction. Refund requests are processed in the order they are received.

4. Processing Times

Once your refund is approved, we will process it within 5 to 10 business days. The refund will be credited to the original payment method used for the purchase.

Depending on your bank or card issuer, it may take an additional 5 to 10 business days for the refund to appear on your statement. If you have not seen the refund after 20 business days, please contact us and we will help you trace it.

5. Non-Refundable Items and Situations

The following are generally non-refundable:

• Token packs: Token packs are non-refundable once purchased, save where required by law or in the rare discretionary cases described in section 2.
• Tokens already used: Once tokens have been consumed (e.g. for mockup generation, concepts, or other AI features), they cannot be refunded. We do not guarantee partial refunds for unused tokens; see section 2 for the rare discretionary exception.
• Subscription periods already elapsed: We do not refund for any part of a subscription period that has already passed.
• Business users: If you are acting in the course of a business, the 14-day consumer cooling-off rights may not apply. Refunds for business customers are at our discretion and in line with our Terms of Service.
• Abuse or breach: We will not grant refunds where an account has been used in breach of our Terms of Service or for fraudulent or abusive behaviour.

6. Cancellation of Subscriptions

You may cancel your subscription at any time through your account settings or the Stripe Customer Portal. Cancellation takes effect at the end of your current billing period. Refunds for the unused portion of a period are not automatically given; please submit a refund request as described in section 3 if you believe you are entitled to one (e.g. within the 14-day cooling-off period).

7. Contact and Disputes

For questions about this Refund Policy or to submit a refund request, please use our contact page or support channels. Our registered office is 128 City Road, London, United Kingdom, EC1V 2NX. Our Terms of Service and Privacy Policy apply to your use of the Service; this Refund Policy is incorporated by reference where applicable.

If you are a consumer and we cannot resolve a refund dispute, you may have the right to refer the matter to alternative dispute resolution or to the courts of England and Wales, as set out in our Terms of Service.