Refund Policy

1. How we handle refunds

1.1 Our approach is simple. If you feel a Service has been poor, materially below the scope we agreed, or just hasn't worked for you, please email [email protected] and tell us what happened. We will look at it honestly, try to fix it first (for example by rerunning a session, redoing a deliverable, or extending an Apex cycle at no cost), and where we cannot put it right we will refund what is fair in the circumstances.

1.2 The remainder of this policy explains how cancellation, rescheduling, and refunds work for each Service, so there are clear defaults if we cannot agree something better. Words defined in our Terms of Service have the same meaning here. References to a "Consumer" have the meaning given in section 2(3) of the Consumer Rights Act 2015 (the "CRA 2015").

1.3 Where this Refund Policy and the Terms of Service conflict, this Refund Policy prevails in respect of refunds, cancellations, and rescheduling.

2. Businesses and consumers

2.1 The Services are primarily aimed at business customers acting in the course of a trade, business, or profession. Where the Client is a business customer, the terms below are contractual and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "CCR 2013") and consumer-only statutory rights under the CRA 2015 do not apply.

2.2 Where the Client is a Consumer, the additional rights and rules in clauses 8 (Consumer cancellation) and 9 (Statutory rights) apply and prevail over any contradictory clause in this policy. Nothing here limits a Consumer's statutory rights.

3. Skills library and Digital Bundles

3.1 The skills library is free of charge.

3.2 Digital Bundles, downloadable blueprints, recordings, and other digital deliverables ("Digital Products") are delivered or generated immediately on purchase. Because the file or material is in your hands as soon as you pay, Digital Products are not refundable once delivery has begun, except as set out below or where required by clauses 8 and 9.

3.3 CCR 2013 consent at checkout (Consumers). Where a Consumer buys a Digital Product, we ask, before purchase, for express consent to start performance immediately and an acknowledgement that the 14-day cancellation right in regulation 29 of the CCR 2013 is consequently lost once delivery begins. Ticking the relevant checkbox at checkout is the record of that consent.

3.4 If a Digital Product fails to download, is corrupted on delivery, or materially does not match what was described on the Site, tell us and we will resend it or, if that is not possible, refund the price paid.

4. Private AI workshops and cohorts

4.1 Workshop fees (currently £6,999 per cohort of up to six attendees, delivered over two days online) are payable in full in advance.

4.2 If you need to cancel. Live cohorts reserve real time on our calendar, so the closer the date the harder it is for us to fill the slot. The default schedule is (in each case net of any non-refundable booking deposit under clause 7 and any payment fees that our payment provider does not return to us):

• More than 28 days before the first scheduled day: 100% refund.
• Between 28 and 14 days before: 80% refund, or a full credit toward another cohort within 12 months.
• Between 14 and 7 days before: 50% refund, or a full credit toward another cohort within 12 months.
• Less than 7 days before: we will, on request, move you to another cohort once at no charge (subject to availability) or, if that does not work, offer a 25% credit toward a future cohort. If neither suits, please talk to us and we will try to find something fair.

4.3 Once the first session of a cohort has started, the workshop fee is non-refundable. We will still share materials and (where applicable) recordings of sessions missed for unavoidable reasons.

4.4 You can substitute named attendees within a confirmed cohort up to 24 hours before the first session, free of charge, provided substitutes meet any pre-requisites notified in advance.

4.5 If you feel the workshop materially fell short of what was promised, please tell us within 14 days of the last session. We will look at it, and where we agree we will rerun the affected portion at no cost or, if we cannot, refund the part of the fee that is fair in the circumstances. This is in addition to any non-excludable statutory rights of a Consumer.

5. Deploy AI consulting blueprints and consulting work

5.1 Consulting work (including Deploy AI blueprints at £99 and any bespoke consulting engagement) is milestone-based. Fees are payable in accordance with the milestones or schedule set out in the Order.

5.2 Before delivery begins. If you cancel before we have started work on a milestone, that milestone fee is refundable, less any reasonable preparation already done and any non-refundable deposit.

5.3 After delivery begins. Once a milestone has started, the fee for that milestone reflects work performed and capacity reserved. Where a milestone has only been partially performed, we will refund the part that is fair given how much of the work was not yet done.

5.4 If the deliverable falls short. If a delivered milestone materially does not match the agreed written scope, tell us within 14 days of delivery. We will, at our option and in good faith, redo the work, fix the issue, or refund the affected portion of the fee. This is in addition to any non-excludable statutory rights of a Consumer under the CRA 2015.

5.5 Deploy AI blueprints at the £99 fixed price are delivered as Digital Products and are treated under clause 3 once delivered.

6. Apex (automated content agent)

6.1 Apex is billed on a recurring basis as set out in the Order. Apex fees are payable in advance for each billing period.

6.2 You can cancel Apex at any time as set out in the Order. Cancellation takes effect at the end of the then-current billing period and you keep access until that period ends.

6.3 If Apex hasn't performed. If, in your first billing period, Apex has not produced meaningful work for you (for example, configuration is incomplete on our side or we have not published the content we said we would), email us within 14 days of the end of that period. We will first try to make it right by extending the cycle at no cost; if we cannot deliver what was agreed, we will refund that period pro-rata to the work not delivered.

6.4 Setup and configuration fees, and any model tokens, third-party API costs, or platform fees we have already paid on your behalf, are not refundable because the cost has left our hands.

6.5 We may suspend Apex without refund where the Client breaches clause 6 (Acceptable use) of the Terms of Service or where a Third-Party AI Platform suspends or restricts access required to operate the agent.

7. Deposits and booking fees

7.1 Some engagements require a deposit or booking fee. Where one is required, we will state it clearly in the proposal or booking confirmation before you pay.

7.2 The deposit represents a genuine pre-estimate of the loss we would suffer if you cancel, having regard to the time reserved for you, preparation work done before delivery starts, the capacity slot that cannot reasonably be resold at short notice, and the administrative cost of cancellation. It is not a penalty.

7.3 If you cancel, the deposit is normally non-refundable. The balance of the fee is then treated under the relevant clause above (clauses 4 to 6). If you have a genuine reason and the slot can still be filled, please talk to us and we will often refund the deposit on a goodwill basis.

7.4 If Voholabs cancels (other than for the Client's breach) before delivery begins, the deposit is always refunded in full.

8. Consumer cancellation rights under the CCR 2013

8.1 A Consumer who buys the Services at a distance (for example, through the Site) has a statutory right under the CCR 2013 to cancel the contract within 14 days of the day after the contract is entered into, subject to the exceptions below.

8.2 Digital content. The Consumer's right of cancellation in respect of Digital Products is lost as soon as performance begins, provided the Consumer has given prior express consent to performance beginning within the 14-day period and has acknowledged that the cancellation right will be lost (see clause 3.3).

8.3 Services that begin within 14 days. If the Consumer asks us to begin providing a Service within the 14-day cancellation period and then cancels, the Consumer must pay for the Service supplied up to the point of cancellation, calculated proportionately to the total price agreed.

8.4 How to cancel. A Consumer can cancel by sending a clear statement to [email protected] identifying the order, the date of order, the Consumer's name and address, and the date of cancellation. A model cancellation form is available on request.

8.5 Refund timing. Where a refund is due under the CCR 2013, we will make it without undue delay and in any event within 14 days of the day on which we are informed of the Consumer's decision to cancel, using the same means of payment used for the initial transaction unless we agree otherwise.

9. Statutory rights under the CRA 2015

9.1 Where the Client is a Consumer, the Services are supplied subject to the statutory rights in the CRA 2015. In particular: (a) services must be performed with reasonable care and skill; (b) information said or written about the trader and the service that the Consumer takes into account is binding; (c) where the price is not agreed in advance, a reasonable price must be charged; and (d) digital content must be of satisfactory quality, fit for purpose, and as described.

9.2 If a Service is not performed with reasonable care and skill, the Consumer is entitled to repeat performance or, where that is not possible or not done within a reasonable time, a price reduction.

9.3 If digital content does not conform to the CRA 2015 quality rights, the Consumer is entitled to repair or replacement, a price reduction, or in certain circumstances a refund.

9.4 Nothing in this Refund Policy restricts a Consumer's rights under the CRA 2015 or any other non-excludable consumer protection law.

10. If we have to cancel or reschedule

10.1 If Voholabs has to cancel or reschedule a session or engagement on our side, you can choose either (a) to move to the next available date or cohort at no additional cost, or (b) to receive a full refund of the fees paid for the affected sessions or unfulfilled work.

10.2 Beyond that, our liability for a cancellation or reschedule is limited as set out in clause 12 of the Terms of Service.

11. If something's gone wrong

11.1 Life happens. If you cannot attend a workshop or use a Service because of serious illness, bereavement, or another genuine emergency, please tell us as early as you can. We will normally offer a transfer to a future cohort, a credit, or a partial or full refund on a goodwill basis. We may ask for reasonable evidence in unusual cases, but our default is to be flexible.

11.2 If you feel a Service was materially below the standard we promised, please raise it with us at [email protected]. Our first response will always be to try to put it right. Where we cannot, we will refund what is fair in the circumstances, taking into account the work already delivered, the cost we incurred, and the inconvenience caused to you.

11.3 Goodwill refunds under this clause 11 are offered on a without-prejudice basis and are in addition to (not in place of) any statutory rights a Consumer has.

12. How to ask for a refund

12.1 Email [email protected] with: (a) the name and email used to book or buy; (b) the order or invoice number; (c) the Service to which the request relates; and (d) the reason for the request.

12.2 We will acknowledge within 5 working days and respond substantively within 10 working days. Approved refunds are paid to the original payment method, typically within 5 to 10 working days of approval (Consumer CCR 2013 refunds will be made within the timeframe in clause 8.5).

13. Chargebacks

13.1 Please contact us before raising a chargeback or payment dispute with your bank or card issuer. We almost always resolve things faster, and more in your favour, by email than through a card scheme.

13.2 Where a chargeback is initiated without first contacting us, or where it relates to a charge we consider valid, we will respond to the card issuer with delivery records, the Order, your acceptance of these terms, and (for Consumers) the CCR 2013 consent record where applicable. If a chargeback is successfully reversed in our favour, we may recover the amount and any reasonable administration costs as a debt, but we will always try to talk it through with you first. None of this affects a Consumer's right to raise a justified chargeback.

13.3 We may pause access to a Service while an unresolved chargeback is open against it.

14. Governing law

14.1 This Refund Policy is governed by and construed in accordance with the law of England and Wales. The exclusive jurisdiction provisions in clause 18 of the Terms of Service apply.

14.2 Nothing in this Refund Policy excludes or limits any statutory rights a Consumer has under UK law.

15. Contact

15.1 Refund, cancellation, rescheduling, and billing queries should be sent to [email protected]. We read every message ourselves.

See also our Terms of Service and Privacy Policy.