Refund Policy

The 30-day money-back guarantee

Every paying client is covered by a 30-day money-back guarantee. Within 30 days of your system going live, if it is not delivering what you were promised, you can request a full refund of any retainer paid. We refund in full, switch the system off, and export your data. No questions asked, no negotiating.

The 30-day window starts the day your live system is delivered (typically Day 5 of Month 1), not the day you signed up.

After the 30-day window: the retainer model

Plumber Pro AI is a managed monthly retainer service, not a one-off purchase. There is no setup fee. There is no contract. You may cancel at any time, with no notice required.

Because the retainer is paid in advance and is non-recurring per session, refunds after the 30-day window work differently to a typical product purchase. The principle is: you pay for a calendar month of service, you get a calendar month of service.

How cancellations work

When you cancel, the service continues running normally through to the end of the month you have currently paid for - so you get the value of what you have paid. Within 2 business days of that month-end, the system is fully switched off and your data is exported to you. There are no early-termination fees and no contracts. You are not refunded the unused portion of the month - because you get the full month of service in the first place.

When refunds do apply

• 30-day money-back guarantee - within 30 days of your system going live, full refund + system switched off. No questions asked.
• Duplicate charges - if your card has been charged twice for the same month, the duplicate is refunded in full within 5 business days of you flagging it.
• Service not delivered - if your build does not go live within 10 business days of kick-off for a reason that is our fault, we refund the month in full.
• Material failure on our side - if the system is down for more than 48 consecutive hours due to our error, that month is refunded pro-rata.
• We end the engagement on you - in the rare case we cancel a client (e.g. abuse, fraud, unsustainable scope), the current month is refunded pro-rata.

When refunds do not apply

• You are past the 30-day money-back window and decide to cancel. The retainer is paid for the month, the service runs through end of month, no pro-rata refund.
• Third-party outages (Twilio, Google Calendar, n8n) - these are SLA events; service is restored when the third party is back. Not a refund event.
• You signed up and then didn't provide the access we needed to build (e.g. ghosted on the discovery call). Paid month cannot be refunded.
• The results don't match your expectations and you're past the 30-day window. The 30-day guarantee is the protection mechanism for this scenario.

How to request a refund

Contact us at alex@plumberproai.co.uk within 7 days of the charge you're querying. Include your business name, the date of the charge, and the reason. We respond within 2 business days.

Contact

For questions about this policy, please contact us at alex@plumberproai.co.uk.

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