Refund Policy

This policy explains how refunds work for licences and services from OfflinAI Limited, a company registered in Ireland (company number 789725), 2 Stockwell, Sandyford Road, Dublin 16, Ireland ("OfflinAI", "we", "us" or "our"). It sits alongside our Terms of Use and the OfflinAI Server Licence, and where your order sets out refund terms, those terms apply to that order.

In short: test OfflinAI Server for free before you buy. If a new subscription is not right for you, ask within 14 days and we refund it in full; for a perpetual licence, within 30 days. A subscription you cancel later stops at the next renewal. Microsoft handles refunds for Microsoft Store purchases. Your statutory rights are never affected.

1. Try before you pay

We would rather you know OfflinAI Server does what you need before you pay for it:

• The Free plan needs no licence and no payment. It runs any model with every capability, on one machine.
• A 30-day trial licence lets you test a paid plan on your own hardware. Ask for one and tell us the tasks you want to test it on.
• A free hardware sizing call (20 minutes) tells you which machine to buy, or whether the one you have will do, before you spend anything.

2. Subscriptions

14-day money-back guarantee. If you buy a monthly or annual subscription from OfflinAI and ask for a refund within 14 days of your order, we refund what you paid in full. You do not need to give a reason. The guarantee covers the first payment for a licence key, not its later renewals.

Cancelling later. Monthly and annual subscriptions renew at the end of each billing period unless you cancel before the renewal, as described in your order. When you cancel, you keep the paid plan's features until the end of the period you have paid for, and you are not charged again.

When a paid plan ends. Your server keeps running. It continues with the Free plan's features, and your data stays on your machines (section 2.4 of the OfflinAI Server Licence).

Price changes. A new price applies only to later billing periods, and we tell you before it is charged. If you do not agree with it, you can cancel before the new price takes effect.

3. Perpetual licences

30-day money-back guarantee. If you buy a perpetual licence from OfflinAI and ask for a refund within 30 days of your order, we refund what you paid in full. You do not need to give a reason. The guarantee covers the purchase of the licence, not a later renewal of its update period.

4. The Private AI Pilot and other services

Before we start. If you cancel a service before we start work on it (for the Pilot, before we begin sizing or installation; for a staff session, before the session takes place), we refund anything you have paid in full.

After we start. If you cancel once work has started, you pay only for the work we have done up to your cancellation, in proportion to the whole service. We refund any part of an up-front payment that is more than that, and we do not invoice the rest. For the Pilot, half of the price is invoiced up front and the other half is due only for work we carry out.

A quote or order may set out different terms for a particular service; if it does, it says so clearly.

5. If we end your licence or discontinue the software

If OfflinAI discontinues the software, or ends your licence without cause (that is, not because you breached our terms), and you have a paid subscription with time remaining, we (or the Microsoft Store, as applicable) may refund the unused part of the subscription pro rata from the date it ended. No refund is due when a licence ends because of a breach of our Terms of Use or the product licence (section 11 of the Terms of Use).

6. Microsoft Store purchases

Purchases and subscriptions made through the Microsoft Store are billed by Microsoft, and Microsoft handles their renewals and refunds under its own policies. Please send refund requests for those purchases to Microsoft Store support. We do not process those payments and cannot issue refunds for them.

7. Consumers' right to cancel

Most of our customers are organisations. If you buy as a consumer (for purposes outside your trade, business or profession) in Ireland or elsewhere in the European Union, you also have a legal right to cancel a contract made at a distance within 14 days, under the Consumer Rights Act 2022 and the EU Consumer Rights Directive. Our 14-day and 30-day guarantees are at least as generous as that right for subscriptions and perpetual licences: we refund in full and do not ask you to give up your right before you can use the software. For a service that we start at your request within the 14 days, you pay for the part already provided, as section 4 describes.

Nothing in this policy limits the rights you have by law, including your rights when software or a service is faulty or not as described.

8. How to ask for a refund

Write to [email protected] or use our contact form. Include your name, the organisation that bought the licence and your order or invoice number; a reason helps us improve but is not required within the guarantee periods. A person will reply by email.

How we refund. We pay refunds within 14 days of receiving your request, using the payment method you paid with, unless you agree to another. When a licence is refunded, its licence key is revoked and the server continues with the Free plan's features.

We may update this policy from time to time. A change applies to purchases made after it is published, and the date at the top of this page shows when it last changed.