“This website is operated by ONLINE ADVENTURES LTD (trading as Flowpilot, Company No. SC661043). Registered address: Redyetts, Brucefield Estate, Forestmill, Alloa, Clackmannanshire, Scotland, FK10 3QF, United Kingdom.”
1. Policy Objective & Statutory Background
This Refund, Return and Cancellation Policy details the statutory cancellation provisions and commercial refund frameworks maintained by ONLINE ADVENTURES LTD (trading as Flowpilot). In compliance with Google Merchant Center Business Information Guidelines, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Consumer Rights Act 2015, this document establishes clear, unambiguous terms regarding contract termination, cooling-off rights, and financial disbursement schedules.
2. Statutory 14-Day Cancellation Right (Cooling-Off Period)
Where services or digital products are ordered online or off-premises by a consumer as defined under the Consumer Rights Act 2015:
- 14-Day Statutory Window: You possess the legal right to cancel your contract within 14 calendar days without providing any reason. The cooling-off period expires 14 days from the day on which the contract for service was entered into.
- Commencement During the Cooling-Off Window: If you explicitly request in writing that technical engineering or deployment commence immediately during the statutory 14-day cancellation period, you acknowledge that you retain the right to cancel only up to the point of complete service delivery, and you will be liable to pay an amount proportional to the services performed up to the time cancellation is communicated.
- Digital Goods & Instant Downloads: In the event of software licenses, immediate digital scripts, or access tokens, statutory cancellation rights cease once digital access has commenced with your prior express consent and acknowledgment that your right to cancel is thereby waived.
3. Commercial B2B Cancellation & Retainer Termination Terms
For enterprise clients and corporate business-to-business engagements governed by formal Statements of Work:
- Fixed-Scope Milestone Engagements: Either party may terminate a project milestone prior to commencement upon providing 14 business days' written notice. Any unexpended advance deposits allocated to uncommenced milestones are refunded in full.
- Ongoing Production Retainers: Monthly monitoring and agent orchestration retainers may be cancelled by either party upon giving 30 days' advance written notice prior to the next billing cycle. Work will continue through the end of the paid billing month, with no further recurring charges accrued.
- Termination for Material Breach: Either party may terminate an active agreement immediately upon written notice if the other party commits a material breach of contract that remains uncured after 14 calendar days of formal notification.
4. Non-Refundable Items & Exclusions
To maintain commercial certainty and account for dedicated cloud engineering resources, refunds cannot be issued for:
- Custom software code, bespoke algorithms, and tailored integrations that have been developed, delivered, and formally approved through user acceptance testing.
- Third-party cloud infrastructure costs, API compute charges (e.g. LLM token consumption, dedicated cloud instances) incurred on the client's direct behalf during the performance of services.
- Completed architectural assessments or technical audit consulting sessions already conducted by Flowpilot engineering staff.
5. Step-by-Step Cancellation & Refund Request Process
To exercise your statutory right of cancellation or request a billing review, follow these operational steps:
// Standard Refund Initiation Protocol
Step 1: Written Notice - Transmit a written cancellation notice by email to support@onlineadventures.co.uk with the subject line CANCELLATION REQUEST // [Invoice / SOW Ref].
Step 2: Verification - Include your corporate entity name, registered office address, date of order, and the original transaction reference number.
Step 3: Acknowledgment & Triage - Our accounts team will acknowledge receipt of your notice within 24 business hours.
Step 4: Financial Disbursement - Upon verification, eligible refunds are approved and executed within 5 to 7 business days.
6. Refund Disbursement Timelines & Payment Methods
| Payment Method | Refund Processing Window | Deductions / Administrative Fees |
|---|---|---|
| UK BACS / Faster Payments | Within 5 to 7 business days directly to the original originating UK bank account. | £0.00 (Zero deductions for statutory cancellations) |
| Corporate Debit / Credit Card | Within 5 to 7 business days to the original payment card (clearing timeline subject to card issuer). | £0.00 (Zero deductions for statutory cancellations) |
| International Wire Transfer | Within 7 to 10 business days to the verified originating corporate bank account. | Intermediary receiving bank charges may apply per client's bank policies. |
7. Dispute Resolution & Escalation Contact
We pride ourselves on transparent, constructive customer relations. If you have any questions or disputes regarding billing, invoices, or cancellation reconciliations, contact our executive accounts team:
Customer Support & Billing Desk: ONLINE ADVENTURES LTD
Telephone: +44 131 560 6795
Email: support@onlineadventures.co.uk / accounts@onlineadventures.co.uk
Postal Address: Redyetts, Brucefield Estate, Forestmill, Alloa, Clackmannanshire, Scotland, FK10 3QF, United Kingdom.
Hours: Monday to Friday, 9:00 AM - 5:00 PM GMT / BST.