nineloops
Legal
Refund Policy
This policy covers subscriptions to nineloops sold by PUBLSHR LTD (company number [company number]), a company registered in England and Wales. It sits under the Terms of Service. If the two disagree, the Terms win.
What you pay and how
- Plans are billed monthly or annually, in pounds sterling (GBP).
- Card payments go through Stripe and show on your statement as PUBLSHR.AE.
- Bank transfer is available by arrangement for annual plans and Enterprise agreements: email hello@publshr.ae first, and we agree the amount, the reference and the date. Send the payment with that reference and email the proof. Your plan starts when the payment is confirmed.
- Prices shown in other currencies are a guide. The charge is always in GBP.
Trials
Starter, Growth and Agency begin with a 15-day free trial. No card is needed to start it. If you do not add a card, the trial ends and your workspace moves to the Free plan. Nothing is charged. There is nothing to refund.
The 14-day refund on your first charge
You can ask for a full refund within 14 days of the first charge on a plan, whether the plan is monthly or annual. The 14 days run from the date of the charge. Ask within that window and we refund the whole charge, no questions asked.
This applies once per organisation per plan. It does not apply to a renewal, and it does not apply to a plan you have already had a refund on.
After the 14 days there are no refunds. The plan runs to the end of the period you have paid for.
Cancelling
You can cancel from Settings, Billing at any time. The plan runs to the end of the period you have paid for. It does not renew. There are no refunds for the unused part of a month or a year, except within the 14-day window above. When the period ends, the workspace moves to the Free plan and your data stays in it. You can export it at any time from Settings, Data and audit.
Add-ons and usage
Levi token packs, Brain credit packs, extra AI employee seats and automatic top-ups are charged when bought or when the top-up runs. They are not refundable once bought, except where the law requires it or where a pack was charged by mistake and not used.
WhatsApp conversation costs are billed by Meta to your own WhatsApp Business account. We do not charge or refund them.
Failed payments and downgrades
If a renewal payment fails, we email you and Stripe retries the card over a period of up to about three weeks. If no retry succeeds, the subscription ends and the workspace moves to Free. There is no refund because nothing was charged.
Mistakes and duplicate charges
If we charged you twice, charged the wrong amount, or charged after you cancelled, tell us and we will refund the difference in full, whatever the date.
How to ask for a refund
Email hello@publshr.ae from the email address of the workspace owner or the billing contact, with the subject “Refund request” and the workspace name. We reply within 3 working days. Approved refunds go back to the original payment method: a card refund within 5 to 10 working days depending on your bank, a bank transfer refund within 14 days to the account it came from.
Your consumer rights
nineloops is a business product and most customers buy it as a business. If you buy as a consumer (for purposes outside your trade, business or profession), you have rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, including a 14-day right to cancel a distance contract. If you are a consumer in the United Arab Emirates or another country, you keep any rights the consumer law of your country gives you that cannot be excluded. Nothing in this policy takes those rights away. Where this policy gives you less than the law does, the law applies.
Governing law
This policy is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, subject to the consumer rights above.
Contact
Email hello@publshr.ae. PUBLSHR LTD (company number [company number]), a company registered in England and Wales, registered office [registered office address].