Refund Policy

SaaS subscriptions (Planning Leads)

14-day free trial

All SaaS subscriptions include a 14-day free trial. No charge is taken during the trial. If you cancel before the trial ends, there is nothing to refund - you have not been charged. If you do not cancel, your subscription starts automatically at the end of the trial period.

After the trial: how subscriptions work

SaaS subscriptions are paid monthly in advance. You may cancel at any time from your account page. On cancellation, your access continues until the end of the current paid month - you will not be billed again. The current month's payment is not refunded pro-rata unless a specific refund scenario applies (see below).

When refunds apply - SaaS

• Duplicate charge - if your card is charged twice for the same period, the duplicate is refunded in full within 5 business days of you flagging it.
• Service not available - if a product you have been charged for is not yet live or is suspended due to our error, that month is refunded in full.
• Extended outage on our side - if a product is unavailable for more than 48 consecutive hours due to our error, that month is refunded pro-rata.
• We terminate your account - if we close your account for reasons that are not your fault, the current month is refunded pro-rata.

When refunds do not apply - SaaS

• You cancel after the trial and past the current month's charge - access runs to end of month, no pro-rata refund.
• Planning Leads does not produce leads in your specific area - coverage is UK-wide but volume varies by location. We do not refund because your area has low planning application volume.
• Third-party API outages (council planning portals, data providers) that temporarily affect data freshness.
• You signed up and did not use the product.

Auto-Post letters (£2.75 per letter)

Auto-Post charges are billed per letter actually sent, in addition to your subscription. Because each letter is physically printed and posted at our cost, letters that have already been sent are non-refundable. We will refund an Auto-Post charge in full only where: you were charged for a letter that was not sent; you were charged more than the number of letters actually posted; or a duplicate charge occurred. We do not refund because a posted letter did not receive a reply or did not convert into work.

Website build service

One-off handover build (£595)

The build fee is charged on acceptance of the project. Work begins at the kick-off call. If you cancel before we begin work (before the kick-off call), a full refund is given. If you cancel after work has started but before delivery, a partial refund is given based on work completed, with a minimum charge of £150 to cover time spent. Once the site has been delivered and the source code handed over, the build fee is non-refundable.

If the delivered site materially fails to match what was agreed at kick-off - wrong pages, wrong trade, wrong service area - we fix it at no cost. If after one round of revisions the site still does not meet the agreed brief, a full refund is given and the project is ended. This covers genuine failures to deliver, not preference changes after delivery.

Managed site retainer (£49/mo) and managed + triage (£49/mo)

The build fee portion follows the same rules as the one-off handover build above. The monthly retainer portion works as follows:

• First 30 days - if the site is not live within 10 business days of kick-off for a reason that is our fault, the build fee and any retainer paid is refunded in full. If the site is live but you are not satisfied with the build and notify us within 30 days of go-live, we make good on any issues and offer one further round of revisions. If after revisions you remain unsatisfied, the build fee is refunded and the retainer is cancelled.
• After 30 days - you may cancel at any time. The current month's retainer is not refunded pro-rata. Access and hosting continue until end of the paid month, then the site is handed over to you.
• Duplicate charge - refunded in full within 5 business days.
• Extended outage - if your site is down for more than 48 consecutive hours due to our error, that month's retainer is refunded pro-rata.

When refunds do not apply - websites

• Design preference changes after delivery (you liked the site at sign-off, changed your mind later).
• Content you supplied turned out to be wrong or needed changing - that is a paid edit, not a refund.
• Domain or third-party hosting issues outside our control (for handover builds where you own the account).
• Search ranking not improving at the speed you expected - organic SEO timelines are outside our control and are not guaranteed.

How to request a refund

Contact us at alex@plumberproai.co.uk within 7 days of the charge you are querying. Include your name, business name, the date of the charge, and the reason. We respond within 2 business days. Approved refunds are processed via Stripe back to your original payment method - typically 5-10 business days to appear on your statement.

Contact

Zia & Zuko Ltd (trading as Plumber Pro AI)
Company Number: SC881108
Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, Scotland, G2 1BP

Email: alex@plumberproai.co.uk