Refund Policy

1. Overview

This Refund Policy explains when and how you can request a refund for paid features of BidPilot, operated by BidPilot Ltd ("we", "us"). It forms part of our Terms of Service and is governed by the laws of England and Wales.

2. 14-Day Cooling-Off Period

Under the UK Consumer Contracts Regulations 2013, individual consumers (not businesses) have the right to cancel a digital service purchase within 14 days of buying it, provided the service has not been substantially used. If you have generated one or more analysis reports during this period, the cooling-off right is considered waived because the digital service has been performed.

Business customers (registered companies, sole traders, and partnerships) are not covered by the consumer cooling-off period. Refunds for business customers are governed by sections 3 and 4 below.

3. Subscription Cancellations

You may cancel a recurring subscription at any time from your account settings or by emailing support@bidpilothq.com. Cancellation takes effect at the end of the current billing period. You retain access to paid features until that date. We do not pro-rate refunds for the unused portion of a billing period.

4. Report Credits

Report credits are non-refundable once used. An "used" credit is one that has produced a generated report, whether or not the report met your expectations. Unused credits associated with a cancelled subscription expire at the end of the billing period and cannot be refunded as cash.

If our service produces no output due to a verified technical fault on our side, we will restore the credit to your account at no charge.

5. Discretionary Refunds

Outside the rights described above, refunds are considered on a case-by-case basis within 14 days of purchase. We may issue a refund if you can demonstrate that the service did not perform as described, or that you were charged in error. We will not issue refunds based on dissatisfaction with the analytical interpretation produced by our AI — that risk is addressed in our AI Disclaimer.

6. How to Request a Refund

Email support@bidpilothq.com from the email address associated with your account. Include your receipt number, the date of purchase, and a short description of the reason for the request. We aim to respond within 3 business days and resolve eligible requests within 14 days.

7. How Refunds Are Issued

Approved refunds are issued through the original payment method via Stripe. Processing times depend on your bank or card issuer and typically take 5–10 business days to appear on your statement. We do not issue refunds in cash, bank transfer, or as account credit unless the original payment method is no longer available.

8. Chargebacks

If you raise a chargeback with your card issuer without first contacting us, we reserve the right to suspend your account pending resolution. Where the chargeback is found to be unjustified, we may pursue recovery of the disputed amount plus reasonable administrative costs.

9. Disputes

We aim to resolve all refund disputes amicably and quickly. If we cannot reach a resolution, you may refer the matter to the relevant alternative dispute resolution provider or pursue the matter through the courts of England and Wales.

10. Changes

We may update this policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated via email to active paying customers at least 14 days before taking effect.