Refunds Policy (Top‑ups & Digital Content)

Last updated: August 26, 2025

No subscriptions. Purchases on Shape AI are one‑off token top‑ups that give access to generate digital content (plans/PDFs).

Cooling‑off period for online purchases

Consumers usually have a 14‑day cancellation period for distance purchases. However, for digital content not supplied on a tangible medium, you lose the right to cancel once you:

1. explicitly request immediate supply (e.g. tick a box before generation), and
2. acknowledge that this means you lose the right to cancel once supply begins.

If you do not give that consent/acknowledgement and we start supply, you may retain cancellation rights.

Our practice

Before generation or download begins, we show a checkbox: “I request immediate digital delivery and understand I lose my 14‑day cancellation right once delivery begins.”

If you have not started generation/download and are within 14 days, contact us to cancel and we will refund the unused purchase.

Tokens used to generate content and completed downloads are non‑refundable unless the content is faulty under the section below.

Faulty digital content (Consumer Rights Act)

If a PDF or file we provided is defective (e.g., corrupted, won’t open), we will repair or replace it within a reasonable time. If that’s impossible or fails, you may be entitled to a price reduction or refund for the affected item.

How to request a refund or cancellation

Email info@shapeai.co.uk or call +44 7822016497 with your order ID, date, amount, and reason. We aim to respond within 2 business days.

Chargebacks & abuse

We reserve the right to suspend accounts for suspected fraud or abuse of refund processes.