Refund Policy

01Who we are

This Refund Policy applies to purchases made through autven.com and the services provided by Autven Group. Autven Group is made up of Autven (Private) Limited (SECP Registered, Pakistan) and Autven Ltd (Company No. 17260819, registered in England and Wales). In this policy, "Autven", "we", "us", and "our" mean Autven Group, and "you" means any customer who buys our products or services.

This policy works alongside our Terms and Conditions, which govern your overall use of our services.

02What this policy covers

This policy explains our position on refunds across everything we sell, including:

• Credits bought for the B10 AI Panel.
• Subscription plans such as Starter, Growth, and Enterprise.
• Custom software, web and mobile applications, and reseller panels.
• Any other digital products or services you purchase from us.

03Our general approach

Autven sells digital products and services. Credits, AI tool usage, and software work are delivered and consumed quickly, and in many cases instantly. For that reason, our general position is that payments are non-refundable once a purchase is made or once work has started.

We know that is not the whole story, so we balance this with a genuine commitment to fairness. Where something has clearly gone wrong on our side, we will always look into it and put it right. The sections below set out exactly when a refund applies.

04When refunds apply

Here is a clear breakdown of the situations where a refund is and is not normally available.

05AI panel credits

Credits for the B10 AI Panel are prepaid and are used as you run tools inside the panel. Once credits are added to your balance, they are generally non-refundable, and used credits cannot be refunded under any circumstances.

• If credits you paid for were never added to your balance, contact us and we will add them or refund that purchase.
• If you were charged twice for the same credit purchase, we will refund the duplicate charge.
• Unused credits have no cash value and cannot be exchanged for money, but they remain available for you to use in the panel.

06Subscription plans

Our plans, such as Starter, Growth, and Enterprise, are billed in advance for each period, whether monthly or annual. You can cancel at any time, and here is what that means.

• Cancelling stops future renewals and charges.
• Cancelling does not refund fees or credits already paid for the current period.
• After cancelling, you keep access until the end of the period you have already paid for.
• We do not provide partial refunds for unused time within a billing period, unless the law requires it.

07Custom projects

Custom software, applications, and reseller panels are quoted and agreed on a per-project basis. Refund and cancellation terms for these projects are set out in your individual project agreement, quote, or contract, which takes priority over this general policy for that project.

As a general guide:

• Deposits and milestone payments cover work, time, and resources already committed, and are typically non-refundable once that work has begun.
• If you cancel a project partway through, you remain responsible for the work completed up to that point.
• Any agreed refund for undelivered work will follow the terms in your project agreement.

08How to request a refund

If you believe you are entitled to a refund, getting in touch is simple. Just follow these steps.

09Processing and timing

Once a refund is approved, we process it as quickly as we reasonably can. Timing can vary depending on your payment method and provider.

Refunds are normally made to the original payment method used for the purchase. We are not responsible for delays caused by banks or third party payment providers.

10Chargebacks

If you have a concern about a charge, please contact us first so we can resolve it directly. Raising a chargeback or payment dispute without contacting us slows things down for everyone and may lead to your account being suspended while the dispute is investigated.

We keep records of purchases and usage, and we will respond to disputes with the relevant evidence. We would always rather sort things out with you directly and fairly.

11Your consumer rights

Nothing in this policy removes or limits any rights you have under the consumer protection laws that apply to you. In some regions, you may have a right to cancel certain purchases within a set period.

Please note that for digital content and services, this right can end once delivery or performance has begun with your agreement. Where you have rights that cannot be waived under your local law, those rights still apply in full.

12Changes to this policy

We may update this Refund Policy from time to time to reflect changes in our services or the law. When we do, we will update the "last updated" date at the top of this page. The policy that applies to your purchase is the one in effect at the time you bought.

13How to reach us

If you have any questions about this Refund Policy or want to make a request, please get in touch.

• Email. ceo@autven.com or director@autven.com
• UK office. Autven Ltd, Office 1245, 85 Dunstall Hill, Wolverhampton, England, WV6 0SR
• Parent company. Autven (Private) Limited, SECP Registered, Pakistan