Refund Policy

1. Your Statutory Rights

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory 14-day cooling-off period when purchasing digital content or services online. This right applies from the date of purchase (when payment is taken), not from the start of any free trial.

This cooling-off period is separate from our 14-day free trial. The trial allows you to evaluate SAM before committing to a paid subscription. The cooling-off period applies once you make your first payment.

2. When You Are Entitled to a Refund

You are entitled to a full refund in the following circumstances:

• 14-Day Cooling-Off Period: You cancel within 14 days of your first payment and have not given explicit consent to begin accessing the digital content immediately, or you gave consent but have not yet accessed or downloaded any digital content.
• Service Not Provided: You paid for a subscription but were unable to access the service due to a fault on our end (e.g. server outage, authentication failure) for a significant portion of your billing period.
• Billing Error: You were charged incorrectly, charged twice, or charged after cancelling your subscription before the renewal date.
• Misrepresentation: The service materially differs from what was described on our website at the time of purchase, as required under the Consumer Rights Act 2015.

3. When a Refund May Not Apply

Refunds are generally not provided in the following situations:

• Digital Content Accessed: You gave explicit consent to immediate access at checkout and have accessed or used the digital content. Under Regulation 37 of the Consumer Contracts Regulations 2013, you lose your cancellation right once digital content has been accessed with your consent.
• After 14-Day Cooling-Off Period: More than 14 days have passed since your payment date. Subscriptions can still be cancelled to prevent future charges, but previous payments are non-refundable.
• Change of Mind (Mid-Cycle): You simply changed your mind about the product after using it during a billing cycle. You can cancel to prevent the next charge, but the current period remains active until its end date.
• Third-Party Issues: Issues caused by your hardware, software, internet connection, or third-party applications (e.g. 3ds Max version incompatibility not listed in our system requirements).
• Violation of Terms: Your account was suspended or terminated due to a breach of our Terms of Service.

4. Cancellation vs Refund

Cancellation and refunds are separate actions:

• Cancellation: Stops your subscription from renewing. You retain access to paid features until the end of your current billing period. Cancel anytime through Account Settings > Subscription.
• Refund: Returns money for a payment already made. Must be requested by contacting us. Subject to the conditions outlined in this policy.

When you cancel a subscription, it remains active until the end of the current billing period. No partial refunds are issued for unused days within a billing period, except where required by law.

5. How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Email billing@getsam.app with the subject line “Refund Request”.
• Step 2: Include your account email address, the date of the charge, and the reason for your refund request.
• Step 3: We will review your request and respond within 5 business days.
• Step 4: If approved, refunds are processed via Stripe to your original payment method within 5–10 business days.

6. Annual Subscriptions

Annual subscriptions are subject to the same 14-day cooling-off period from the date of payment. After this period, annual subscriptions are non-refundable for the remainder of the annual term.

If you cancel an annual subscription, you retain access to all features until the end of the 12-month period. We do not offer pro-rata refunds for annual plans outside the cooling-off period, except where required by law.

7. Promotional and Discounted Purchases

Subscriptions purchased with a promotional discount or coupon code are subject to the same refund policy. If a refund is issued, the refund amount will be the actual amount paid (the discounted price), not the full list price.

8. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you believe your statutory rights have not been met, you may contact Citizens Advice (citizensadvice.org.uk) or use the EU/UK Online Dispute Resolution platform.

9. Contact Us

For refund requests or billing questions, please contact us:

• Billing: billing@getsam.app
• General: hello@getsam.app
• Related Policies: Terms of Service | Privacy Policy

We aim to respond to all refund requests within 5 business days.