Refund Policy

You can cancel from the billing page inside your account at any time. It is one button and one confirmation, on the page itself.

Cancelling stops the next renewal. Your plan and your allowance stay usable until the end of the period you have already paid for. Nothing is cut off early.

We do not refund the remaining part of a period that has already begun, except where this policy or the law says otherwise. This is why we make cancelling easy and never charge without telling you the renewal date first.

As a consumer buying at a distance, you normally have 14 days from the day the contract is made to withdraw from it without giving a reason.

Because this service starts immediately, you are asked at checkout to confirm that you want it to begin straight away. If you then withdraw within the 14 days, you are charged a proportionate amount for the part of the period that had already run, and we refund the rest.

To withdraw, tell us in any clear statement. Email is fine. You may use the form below, but you do not have to.

Model withdrawal form — To ANA BOOKKEEPING SERVICES LTD, Top Floor, The Garret, Esplanade, Lerwick, Shetland, Scotland ZE1 0LL, support@anabookkeepingshetland.com: I hereby give notice that I withdraw from my contract for the supply of the following service: [plan name]. Ordered on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

You were charged the wrong amount, or charged twice for the same period.

You were charged after you cancelled.

You were charged for a renewal without us having told you the renewal date beforehand.

A feature you were paying for was withdrawn or was materially unavailable for a sustained period, and you tell us within the same billing period.

You withdrew within the statutory 14 days, as set out above.

In each of these cases we refund in full, or refund the proportion that was wrongly charged, without argument.

If a generation fails, times out, or comes back unusable because of a fault on our side, we restore the credits it consumed. That returns you to exactly where you were, immediately, which a partial refund of a monthly fee would not.

If generations keep failing on your account and restoring credits has not fixed the underlying problem, tell us and we will refund the period instead. You are not expected to keep accepting credits for something that is not working.

Dissatisfaction with how a generated visual looks is not by itself a failure. Visual output varies, which is why the free plan lets you run the whole card flow before you pay anything, and why paid plans include enough allowance to iterate.

We do not sell credit packs, top-ups or stored balances. Credits arrive only as part of a plan's monthly allowance.

Credits are an allowance for using this service. They are not money, not stored value and not redeemable for cash, so unused credits are not refundable as a cash balance. Unused credits do not carry over between periods.

If a plan is refunded under this policy, any credits granted for the refunded period are removed at the same time.

Email support@anabookkeepingshetland.com from the address on the account. Tell us what happened, and if you have it, the date and amount of the charge. You do not need an order number.

We reply within one working day and give you a decision within five working days.

Approved refunds are returned to the original payment method by our payment provider. Once we issue it, the money normally reaches you within 5 to 10 working days, depending on your bank.

We will not ask you to sit through a retention conversation before we process a refund.

Reply to our decision and ask for it to be looked at again. A different person will review it.

If you are resident in Scotland and your claim is for £5,000 or less, you may be able to use Simple Procedure in the Sheriff Court. This is designed to be used without a solicitor.

Consumer help

If you live in Scotland, free advice is available from consumeradvice.scot, funded by the Scottish Government. This service is available to Scottish residents only. Consumer Scotland is the statutory consumer body, and Trading Standards Scotland handles enforcement.

If you live outside Scotland, you can contact the consumer advice body in your own country, and the mandatory consumer-protection rules of your country of residence continue to apply to you.

Under the Prescription and Limitation (Scotland) Act 1973, a claim in the Scottish courts must generally be raised within five years. In England and Wales the equivalent period is six years.

Raising a payment dispute with your bank before contacting us usually makes things slower, not faster, because it freezes the transaction while it is investigated. We would rather just refund you.