Refund Policy

1. Overview

This Refund Policy explains when and how you may obtain a refund for payments made to Greymill Limited ("Greymill", "we", "us") for access to the Greymill platform and related services (the "Service"). This Policy forms part of, and should be read together with, our Terms of Service. Nothing in this Policy limits or excludes any statutory right you have as a consumer under the laws applicable to you.

2. Free Trial

Greymill offers a seven (7) day free trial for new users. You are not charged during the trial. You may cancel at any time during the trial with no payment taken and therefore no refund required. If you do not cancel before the trial ends, your subscription begins and the first monthly payment is charged.

3. 14-Day Money-Back Guarantee (New Subscribers)

If you are subscribing to Greymill for the first time and you are not satisfied with the Service, you may request a full refund of your first paid month's subscription fee within fourteen (14) days of the date of that first charge. This guarantee applies once per customer and to the first paid subscription period only. To request a refund under this guarantee, contact support@greymill.ai from the email address associated with your account within the 14-day window, stating that you wish to exercise the money-back guarantee.

4. Monthly Subscriptions — Cancellation and Pro-Rata

Greymill subscriptions are billed monthly in advance. When you cancel a subscription, cancellation takes effect at the end of your current paid billing period; you retain full access to the Service until that date, and your subscription will not renew for the following period. We do not provide pro-rated or partial refunds for unused portions of a billing period in which cancellation occurs, except where required by applicable consumer protection law. This is because access to all features is granted immediately and is continuously available throughout the period.

5. Billing Errors, Duplicate Charges, and Unauthorised Transactions

If you believe you have been charged in error — including duplicate charges, charges after you cancelled, incorrect amounts, or transactions you did not authorise — contact support@greymill.ai within thirty (30) days of the charge. We will investigate promptly. Where a billing error or unauthorised charge is confirmed, we will issue a full refund of the affected amount, typically within 5–10 business days of confirmation.

6. Service Failures

If the Service is materially unavailable, or fails to operate substantially as described, for a significant and continuous period that is within our reasonable control, you may be entitled to a partial or full refund of fees paid for the affected period. Contact us at support@greymill.ai with details, including dates, times, and a description of the issue, and we will review each case on its merits.

7. Situations Where Refunds Are Not Generally Available

Outside the circumstances described above, refunds are not generally provided for:

• Cancellations made after the 14-day money-back window on a recurring subscription;
• Partial use of a billing period (see Section 4);
• Failure to cancel your subscription before the next renewal date;
• Accounts suspended or terminated by us for violation of our Terms of Service, including abuse, fraud, or misuse of the Service;
• Disputes raised more than thirty (30) days after the relevant charge, except where a longer period is required by applicable law;
• Dissatisfaction with the quality or nature of AI-generated output, where the Service has operated substantially as described;
• Changes in your business needs or circumstances after subscription began.

This list is illustrative, not exhaustive, and is subject to your statutory rights as set out in Section 10.

8. How Refunds Are Processed

Approved refunds are returned via the original payment method and in the original currency of purchase. We do not refund to an alternative account or payment method. Processing is typically completed within 5–10 business days of approval; however, the time for the refunded amount to appear in your account depends on your bank or card issuer and is outside our control. Where a third-party payment processor or merchant of record handled your original transaction, the refund will be executed through that processor on our instruction.

9. Chargebacks and Payment Disputes

We strongly prefer to resolve billing concerns directly and promptly. Before initiating a chargeback, reversal, or dispute with your bank, card issuer, or payment provider, please contact support@greymill.ai. The majority of billing issues can be resolved more quickly by contacting us first. Chargebacks raised without first contacting us, or chargebacks we reasonably believe to be unwarranted, may result in suspension or termination of your account pending resolution, and we reserve the right to recover associated fees and costs.

10. Your Statutory Rights

Nothing in this Policy limits, excludes, or modifies any right or remedy you have under applicable consumer protection or other mandatory law that cannot lawfully be waived or limited by contract. In particular:

• United Kingdom (consumers): Consumers in the UK may have a right to cancel digital service contracts within fourteen (14) days of entering into them under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By starting your subscription and requesting immediate access to the Service, you may be taken to have consented to immediate supply, which can affect your right to cancel. Your statutory rights as a consumer under the Consumer Rights Act 2015 are not excluded or limited by this Policy.
• European Union (consumers): Consumers resident in EU member states may have a right to withdraw from the contract within fourteen (14) days under the Consumer Rights Directive (Directive 2011/83/EU) as implemented in local law, subject to the conditions for digital content and services. Your statutory rights are not excluded by this Policy.
• European Union — Online Dispute Resolution: The European Commission provides an online dispute resolution platform at ec.europa.eu/consumers/odr.
• United States: Consumer rights in the United States vary by state. Residents of California, Virginia, Colorado, Connecticut, Utah, and other states with specific consumer protection or digital subscription laws retain all rights granted under applicable law, including rights to cancel recurring subscriptions and obtain refunds in the circumstances such laws require. California residents, in particular, retain rights under the California Consumer Privacy Act as amended by the California Privacy Rights Act (CCPA/CPRA) and the California Automatic Renewal Law.
• Australia: Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law or any other applicable law that cannot be excluded.
• Canada: Provincial consumer protection laws apply and are not excluded by this Policy.
• Other jurisdictions: Where you are a consumer in any other jurisdiction, any mandatory consumer right you have under local law continues to apply and is not excluded by this Policy.

If a conflict arises between this Policy and a mandatory consumer right you have under applicable law, the mandatory right prevails to the minimum extent necessary to resolve the conflict.

11. How to Request a Refund

To request a refund, email support@greymill.ai from the email address registered with your Greymill account, including:

• The email address associated with your account;
• The date and amount of the charge you want refunded;
• A brief explanation of why you are requesting the refund.

We acknowledge receipt of all refund requests within two (2) business days and aim to provide a decision within five (5) business days of receiving complete information.

12. Partner Commissions

Where a subscription was introduced to Greymill by an approved partner under our Partner Programme, commissions accrued to that partner in respect of a refunded subscription period may be adjusted (including full reversal) in accordance with our partner agreement. This does not affect your refund.

13. Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices, the Service, or applicable law. The "Last updated" date at the top of this page indicates when the current version took effect. Changes apply to charges made on or after the effective date; charges made before that date continue to be governed by the version of the Policy in force at the time of the charge.

14. Contact

Questions about this Refund Policy or a specific refund request can be directed to support@greymill.ai.

Greymill Limited · Registered in England and Wales · Company number 17144930 · 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ