Refund and Cancellation Policy

Refund and Cancellation Policy Last updated: 30 August 2026 1. Scope This policy applies when ALS expressly enables ALS Pro, a one-off purchase of a non-exclusive licence for an approved static digital 2D artwork or approved self-contained GLB artwork, or a governed Buyer-funded digital-art commission for an approved static 2D or contained-GLB deliverable. ALS is the Buyer-facing contracting supplier and payment merchant for enabled paid flows. It does not apply to another subscription product, exclusive licence, physical artwork, print-on-demand, physical manufacture or 3D printing, non-GLB 3D format, ImagePress credit, Direct Debit, GoCardless, tip, donation or other paid product, because those products are not part of the initial paid release. Each new paid order uses exactly one supported launch market and currency pair: United Kingdom/GBP or United States/USD. Its price, charge, settlement, refund and receipt remain in that currency. ALS does not use Adaptive Pricing, convert a GBP base into USD, promise an exchange rate or combine amounts across currencies. 2. Before Digital Supply Begins A Consumer normally has 14 days from contract formation to cancel a distance contract. If governed digital supply has not begun, the Consumer can ask to cancel by contacting support@artlicencestudio.co.uk with the order reference and a clear statement that they want to cancel. No special wording is required. ALS may also cancel and refund before supply if payment, identity, age, tax, fraud, sanctions, artwork eligibility, rights or transaction evidence cannot be verified. A failed or unaccepted payment is not an order and is released or reversed rather than treated as completed supply. For a governed commission, an agency or Buyer may draft a brief before funding, but paid publication, paid proposal invitations and work-start evidence must stay blocked until the platform records verified funding, PSP-backed payment state, approved enterprise credit or a documented ALS admin exception. A planned budget or draft number is not payment evidence. 3. Immediate Supply Choice Checkout must ask separately whether a Consumer expressly requests supply during the 14-day cancellation period and acknowledges that the change-of-mind right to cancel is lost once supply begins. ALS records that choice and provides it in the durable Order Confirmation. Without valid evidence of both parts, ALS must not begin immediate digital supply. Once supply begins after that valid request and acknowledgement, a Consumer cannot cancel merely because they changed their mind. That does not affect the remedies below for faulty, unavailable, misdescribed, unauthorised or otherwise non-conforming digital content. 4. ALS Pro Cancellation ALS Pro costs £9 monthly or £90 annually for a GB checkout, or $9 monthly or $90 annually for a US checkout, according to the interval selected at checkout, and automatically renews for the same interval. A Consumer normally has 14 days from contract formation to cancel. ALS Pro does not start during that period unless the Consumer separately asks it to start immediately. ALS provides the stated 14-day cancellation route as a contractual minimum to an eligible US consumer where it is shown at checkout. It does not remove any stronger mandatory right available under the consumer's state law. If a Consumer asks ALS Pro to start immediately and cancels during the 14 days, ALS may deduct only an amount proportionate to the service supplied before cancellation and refunds any balance due. If immediate start was not validly requested, ALS refunds the payment where the Consumer exercises the cancellation right in time. For ordinary cancellation after that period, the member can turn off renewal at any time in the restricted Stripe Billing Portal or give ALS a clear cancellation statement. There is no early cancellation fee. Access continues until the end of the already-paid monthly or annual period, then ends without another charge. This ordinary cancellation does not promise a refund for an already-started paid period, but it does not remove any statutory remedy for a service that is not supplied with reasonable care or as described. 5. Commission Cancellation, Early Termination and Stage Release A governed commission can combine services, project governance, digital delivery and licence terms. If a Consumer asks commission work to start during the 14-day cancellation period and then cancels in time, ALS may charge only the proportionate amount the applicable order and law permit for work supplied before cancellation. If immediate start was not validly requested, work-start and stage-release controls must stay blocked during that period. The exact Commission Order must explain stage amounts, delivery criteria, acceptance conditions, licence activation, any cancellation or kill-fee exposure, and how early termination affects partially completed work. Do not rely on a generic custom-work or digital-content exception unless the exact order, product facts and applicable law support it. Nothing here removes statutory remedies for work not supplied with reasonable care, a misdescribed deliverable, non-delivery, missing rights or a faulty governed file. Budget allocation or funding confirmation does not guarantee final payment where a lawful dispute, chargeback, fraud flag, provider failure, sanctions issue, court order or legal hold applies. ALS can pause only the affected stage or disputed amount where the records permit; accepted and undisputed stages should remain eligible for review and delivery-gated release. ALS uses funding reservation, payment pending, disputed amount, refund and stage-release language, not regulated third-party payment-custody or payment-safeguarding claims. 6. Problems With the Licence, Commission or File Contact ALS promptly if the delivered file or Licence Certificate is unavailable, corrupt, incorrect, incompatible with the compatibility information supplied before order, materially misdescribed, or not licensed with the promised authority. Include the order reference and enough evidence to understand the problem. Do not send a full card number, password or authentication secret. For a contained-GLB order, a problem includes delivery of the reduced public preview instead of the licensed source, failure of the delivered source to match the described self-contained GLB compatibility or integrity record, or unavailability of the governed source-file delivery after authoritative licence issuance. Where the law permits, ALS can first repair or replace the digital content within a reasonable time and without significant inconvenience. If that is impossible, unsuccessful, delayed unreasonably or would cause significant inconvenience, the Buyer may be entitled to an appropriate price reduction or refund. A serious rights failure, complete non-supply or other circumstance can require an immediate remedy. Nothing in this policy restricts a statutory right. 7. Refund Method and Timing ALS decides the Buyer-facing refund under the supply contract and bears the payment-provider-facing first loss. An Artist does not have to approve a Buyer remedy. A refund is made to the original payment method where reasonably possible and without an ALS handling fee. Once ALS approves a refund, ALS submits it to the payment provider within two business days. For this target, business days are Monday to Friday. ALS confirms the refund amount, approval date and provider submission date. Provider submission is not the same as the refund appearing in the Buyer’s account. After ALS submits the refund, the Buyer’s bank, card issuer or payment provider controls when it is displayed. That additional display time is outside ALS’s two-business-day submission target and can vary by provider. ALS may recover an evidenced Artist-caused loss from pending or future Artist settlement only under the notice, causation and challenge protections in the Terms of Service. ALS absorbs payment-processing fees and does not pass them to the Buyer or deduct them again from Artist settlement. 8. Unauthorised or Duplicate Charges Report a suspected unauthorised or duplicate charge immediately to support@artlicencestudio.co.uk and the payment provider or bank where appropriate. ALS will secure the account, preserve evidence and investigate the server-authoritative transaction record. We will not ask for a full card number or password. 9. Complaints and Other Rights Contact support@artlicencestudio.co.uk first so ALS can investigate and offer the applicable remedy. If you disagree, ask for the decision and reasons to be reviewed. Using this route does not prevent a payment-provider dispute, statutory complaint or court claim. Nothing in this policy excludes a right or remedy that cannot lawfully be excluded. 10. Contact Cancellations, refunds and complaints: support@artlicencestudio.co.uk Legal correspondence: legal@artlicencestudio.co.uk Art Licence Studio Ltd · Company No. 16440129 · Registered in England and Wales Registered office: 5 Brayford Square, London, E1 0SG, United Kingdom