Refund Policy

Last updated: 23 March 2026

Effective date: 23 March 2026

This Refund Policy applies to purchases of diagnostic assistance credits ("Credits") from ConsoleRepair.ai ("we", "us", "our"). This policy forms part of our Terms of Service.

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1. Your Statutory Rights

If you are a consumer in the United Kingdom, you have statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects those rights.

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2. Right to Cancel — Digital Content

Under the Consumer Contracts Regulations 2013, you normally have a 14-day cooling-off period for online purchases during which you may cancel for any reason.

However, because Credits provide access to digital content (AI-generated diagnostic responses), we ask for your explicit consent to begin providing the Service immediately upon purchase. At the point of purchase, you will be asked to:

1. Acknowledge that the Credits give you immediate access to digital content (AI diagnostic assistance).

2. Consent to the digital content being provided immediately.

3. Acknowledge that by giving this consent, you lose your 14-day right to cancel once you begin using the Credits.

If you have given this consent and have begun using your Credits (i.e., any diagnostic query has been processed using your purchased Credits, as indicated by a reduction in your Credit balance), you are not entitled to a refund for those Credits under the cooling-off period.

If you have NOT used any of the purchased Credits and are still within 14 days of purchase, you may exercise your right to cancel by contacting us, and we will issue a full refund.

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3. Refunds for Unused Credits

If you have purchased Credits but have not used any of them:

  • Within 14 days of purchase: You may request a full refund. Contact us at contact@consolerepair.ai with your account email and the transaction reference.

  • After 14 days: Refunds for unused Credits are at our discretion.

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4. Refunds for Service Issues

We will consider refund requests in the following circumstances:

  • Service unavailability: If the Service was unavailable for an extended period and your Credits were consumed during that time due to a technical error.

  • Duplicate charges: If you were charged more than once for the same Credit purchase.
  • Billing errors: If the amount charged does not match the price displayed at the time of purchase.

To request a refund for a service issue, contact us at contact@consolerepair.ai with:

  • Your account email address

  • The transaction reference or date of purchase
  • A description of the issue

We aim to respond to refund requests within 5 working days.

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5. Partially Used Credits

5.1. If you have used some but not all Credits from a purchase and the Service was not of satisfactory quality or not fit for purpose (see Section 5A below), you may be entitled to a partial refund for the unconsumed portion. The refund amount is calculated as: (remaining Credits / total Credits purchased) x price paid.

5.2. If you have used some Credits and wish to cancel within 14 days but have waived your cooling-off right and the Service was functioning as described, we are not obliged to offer a refund for the consumed Credits. Any unconsumed Credits remain available in your account until they expire.

5.3. Credits expire 30 days after the date of purchase. Expired Credits are forfeited and are not eligible for a refund. The expiry date is displayed in your account and is disclosed at the point of purchase.

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5A. Your Rights if the Service Is Not of Satisfactory Quality

5A.1. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for a particular purpose, and as described. If the Service does not meet these standards, you have a statutory right to a price reduction under sections 42-44 of the Act. These rights cannot be excluded or limited by this policy or by our Terms of Service.

5A.2. If you believe the Service was not of satisfactory quality or not fit for purpose — for example, if the diagnostic responses were consistently unusable, the Service was materially unavailable, or the Service did not function as described — you may request a price reduction. Contact us at contact@consolerepair.ai with details of the issue.

5A.3. A price reduction will be calculated as an amount that is appropriate in the circumstances, which may be up to a full refund. Where you have consumed some Credits before the issue arose, a proportional reduction reflecting the unconsumed portion will normally be appropriate.

5A.4. The Service uses AI to generate diagnostic suggestions. Individual AI responses may contain errors (see our Terms of Service, Section 6). An occasional inaccurate response does not by itself mean the Service is not of satisfactory quality — AI-generated content is described as potentially containing errors, and you acknowledge this at purchase. However, if the Service systematically fails to provide useful diagnostic guidance, this may constitute a quality issue under the Act.

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6. Refunds We Cannot Offer

We are unable to offer refunds in the following situations:

  • Credits have been fully used (all diagnostic queries completed) and the Service was functioning as described. Your cooling-off waiver, given at purchase, applies.

  • Your account has been terminated for breach of our Terms of Service.
  • More than 14 days have passed since purchase and the Credits have been fully used, unless you have a quality claim under Section 5A.
  • Temporary service unavailability — short-term outages or scheduled maintenance do not constitute a quality failure (see our Terms of Service, Section 13).
  • Expired Credits — Credits that have passed their 30-day expiry date are not eligible for refund.

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7. How Refunds Are Processed

Approved refunds are processed through Stripe to the original payment method. Refunds typically appear on your statement within 5-10 working days, depending on your bank or card issuer.

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8. Credits Are Non-Transferable

Credits may not be sold, exchanged, transferred, or gifted to any other person or account. Credits have no cash value and cannot be redeemed for cash except as set out in this policy.

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9. Disputes

If you believe a charge is incorrect, please contact us first at contact@consolerepair.ai before initiating a dispute with your bank or card issuer. Bank disputes (chargebacks) incur processing fees and delays for both parties. We aim to resolve billing issues directly within 5 working days, which is typically faster than the bank dispute process.

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10. Contact

For refund requests or questions about this policy:

Email: contact@consolerepair.ai

ConsoleRepair.ai

contact@consolerepair.ai