Refund Policy

This policy applies to all ALFI EDIE Framework and AGS apps and services purchased from Automated Governance Systems Ltd, including education and business apps, Training Academy courses and bundles, subscriptions, licences, and one-off credit or token packs.

Subscription cancellation terms apply to recurring plans only. One-off purchases do not renew automatically. Any product-specific terms supplied at purchase or agreed business contract should be read alongside this policy; nothing in these terms reduces your statutory rights.

You can cancel at any time from your account billing page or through the Stripe Customer Portal. Cancellation stops future renewals; your access continues until the end of the period you have already paid for.

We do not pro-rate part-used months or years by default — you keep the access you have paid for instead.

If you are a consumer in the UK or EU buying online, you normally have 14 days from purchase to change your mind. Where you have started using the service within that period, we may deduct a proportionate amount for the use you have had.

These statutory rights sit alongside this policy and are not reduced by it. Business customers contract on the terms set out in our Terms of Business.

• Duplicate or accidental charges for the same purchase or subscription period.
• Charges taken after a valid cancellation was submitted.
• A sustained failure of the paid service that we cannot put right within a reasonable time.
• Any charge we agree was taken in error.

• Change of mind after the statutory cancellation period on a plan you have been using.
• Part-used periods where the service has been available and working.
• Third-party costs you have incurred separately from your ALFI EDIE Framework or AGS purchase.
• Accounts closed by us for a serious breach of the Terms of Use.

Use the Request Refund Form link below to email AGS Customer Services and ask for the form. You can also ask HELIX, use the Support & escalation page to raise a ticket, or email customerservices@automatedgovernancesystems.com. Include the app, product or plan, your invoice or order reference, and a brief explanation. Do not send card details, passwords or unnecessary sensitive personal information.

Refund requests are reviewed by a member of staff; requesting a form or submitting a request does not automatically approve or issue a refund.

We aim to decide within five working days. Approved refunds are returned by Stripe to the original payment method, and typically appear within five to ten working days depending on your card issuer.

You can ask for a review under our Complaints Policy. We will look at the decision again and confirm our final position in writing.