Refund and cancellation policy

Scope

This policy applies to paid advisory and analytical engagements with Cloud Neural App Digital—such as recommendation signal audits, ranking quality reviews, cold-start insight studies, and personalization cohort briefs. This site does not sell physical products, subscriptions, or automated checkout packages.

Refund eligibility

Fees are tied to scoped professional work. A full refund may be available if we cancel an engagement before kickoff, or if we fail to deliver the agreed written deliverable after you have provided the access and materials listed in the scope confirmation.

Timeframe

Refund requests should be sent in writing to hello@cloudneuralapp.digital within 14 days of the issue arising, and no later than 30 days after the stated delivery date in the scope confirmation.

Full and partial refunds

If work has not started and no discovery call beyond the initial complimentary briefing has occurred, unused prepaid fees are refundable in full. If discovery, data review, or drafting has begun, we may offer a partial refund reflecting work already completed, typically calculated from time and materials recorded against the engagement.

Non-refundable items

Completed deliverables that have been accepted in writing are non-refundable. Deposits that reserve a start date within 10 business days may be non-refundable if you cancel after we have declined other work to hold that slot—unless we can rebook the time, in which case we refund the unused portion.

Refund process and method

Email a refund request with your organisation name, engagement reference, and reason. We confirm eligibility within 5 business days. Approved refunds are returned via the original payment method within 10 business days of approval.

Cancellation

You may cancel by email before kickoff for a full refund of prepaid fees not yet earned. After kickoff, cancel in writing; we invoice or retain fees for work performed and reasonable wind-down time, and refund any unused prepaid balance.

Rescheduling

Rescheduling with at least 5 business days’ notice is usually free once per engagement. Shorter notice may incur a rescheduling fee of up to 15% of the engagement fee if we cannot reassign the reserved time.

Deposits, no-shows, and work already started

Deposits secure a start window and are applied to the final fee. Missed workshops without 48 hours’ notice may be charged as delivered for that session. Where analysis or drafting has already started, fees for completed stages remain payable.

Purchased materials and exceptions

We do not typically purchase third-party materials on your behalf. If a scope explicitly includes licensed datasets or tools bought for your engagement, those costs are non-refundable once purchased with your written approval. Statutory rights that cannot be excluded under UK law remain unaffected.

Contact for refund requests

Cloud Neural App Digital, 19 Nottingham Rd, Abergarw, CF32 5RW, United Kingdom. Phone +44 078 4421 1488. Email hello@cloudneuralapp.digital.