Statutory cancellation right (UK and EU consumers)
If you are a consumer in the UK or EU, you have a 14-day right to cancel your purchase from the day after the order is placed under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK, and the equivalent EU Consumer Rights Directive in the EU. You can exercise this right by emailing support@ratcliffegroup.com with your order details. We will refund the original payment method within 14 days of receiving your cancellation notice.
Posturely is a digital service. By starting AI analysis, generating a report, exporting a fix reel, or otherwise consuming credits within the 14-day cancellation period, you expressly request immediate performance and acknowledge that, in line with Regulation 37 of the 2013 Regulations and Article 16(m) of the Consumer Rights Directive, your right to cancel is lost for the portion of the service already supplied. Unused subscription periods and unused credit packs remain refundable within the 14-day window.
This statutory right is in addition to, and does not affect, the cancellation, refund, and chargeback rights described below.
Cancellation
You can cancel a paid subscription before the next renewal date through billing settings or support. Cancellation stops future renewals but does not automatically refund past periods already delivered.
If a renewal occurred after a timely cancellation request that we failed to process, contact support with the account email and charge date.
The billing portal should show the active plan, renewal date, cancellation action, and support contact when Stripe Customer Portal is connected.
Refund eligibility
We review refund requests for duplicate charges, clearly failed delivery, inaccessible paid exports, accidental credit pack purchases that have not been used, and legally required refund rights.
Consumed credits, downloaded reports, generated videos, and completed custom AI outputs are usually not refundable unless required by law or caused by a verified service failure.
A service failure means Posturely charged for an eligible feature but did not deliver the related report, export, video, or credit grant after reasonable retry and support review.
Promotional, discounted, or free credits have no cash value and are not refundable.
Processing
Approved refunds are returned to the original payment method through our payment processor. We cannot send refunds to a different card, bank account, wallet, or third party.
Banks and card issuers control posting time. A refund may appear as a reversal or a separate credit depending on payment timing and network rules.
Partial refunds can leave part of a transaction open to network dispute rules. Contact support first if you believe the charge is wrong.
Disputes
Please contact support before filing a payment dispute so we can investigate delivery, credits, and account records. If a dispute is filed, we may submit evidence such as order details, policy acceptance, credit delivery, AI output delivery, download logs, and support communications.
Card statements should identify charges with POSTURELY AI or a recognisable Posturely descriptor configured in Stripe.
Questions can be sent to support@ratcliffegroup.com. For privacy or data protection requests, contact privacy@ratcliffegroup.com.