Refund Policy

If we don't make you money, you don't pay us. That is the spirit of the RAAS (Results-as-a-Service) model and the foundation of every refund right described on this page.

In practice, you have two distinct refund guarantees, which operate independently at different stages of your relationship with us:

1. 01The 30-day money-back guarantee — a full refund of the monthly fees you have paid, for new clients in their first 30 days. See §2.
2. 02The 90% RAAS-miss refund — for any subsequent month where we fail to hit the performance milestone we agreed for the Service, we refund 90% of that month's fee. See §3.

Both guarantees coexist with your rights under UK consumer law and our Terms & Conditions. They are additional to — never in place of — any statutory rights you may have.

Who it covers. Any new FLUIS client, on any standalone Service or the Full Stack Bundle, within their first 30 days of active subscription. "Active" means the Service has been provisioned and you have access — not just signed-up-but-waiting.

What it covers. A full refund of all monthly fees paid to date, with no setup charge to recoup (there isn't one) and no early-termination penalty.

What you keep. Anything we built or delivered for you during the 30 days — website pages, content, CRM contacts, the AI agent's training data, SEO work product — remains yours. We do not claw back deliverables. See Terms §6 (Intellectual Property).

When you can invoke it. If, at any point in the first 30 days, you decide that we have not moved a single needle toward the measurable goals we agreed at sign-up. You do not need to wait the full 30 days — you can claim from day 1 to day 30 inclusive.

After your first 30 days (and instead of the §2 guarantee, which is a one-time offer), the ongoing 90% RAAS-miss refund applies for every month you are an active client.

How it works. At the start of your engagement we agree, in writing in your service brief, a measurable performance milestone for the Service. If the Service fails to hit that milestone in a given month, you may claim a refund of 90% of the monthly fee paid for that month.

Per-service milestone definitions. Indicative milestones are set out below; the exact definition for your business is agreed at the start of the engagement and recorded in your service brief.

No clawbacks. Refunds we have paid for a given month are never clawed back if performance recovers in a subsequent month. Each month's refund right is settled at the end of that month.

No fine print penalty. Claiming a RAAS-miss refund in any given month does not end your subscription, raise your future price, or change the terms of service. We continue tuning the agent / content / campaign in the next month.

Eligibility. To claim a refund under §2 or §3, you must:

• Be (or have been) on a paid subscription with FLUIS during the relevant period.
• Have provided the access, data, and inputs required to deliver the Service (e.g. login to your CRM, ad accounts, brand assets, signed-off scripts).
• Submit the claim within the time window stated in §5.
• Be in good standing on payment of any outstanding fees.

What counts as a "miss". A miss is determined against the milestone recorded in your service brief, measured using the data sources also named in that brief (typically your CRM dashboard, the GHL booking calendar, search-ranking tools, or analytics). We share the measurement openly; you can request the underlying numbers at any time.

What does not count as a miss. Performance shortfalls caused by any of the following are excluded from refund eligibility:

• You did not provide the access, data, or inputs we needed (e.g. login to your CRM was delayed, brand assets were not delivered, scripts were not signed off).
• You unilaterally changed the spec mid-month (e.g. paused the agent, switched off a channel, blocked a keyword) without re-baselining the milestone.
• A third-party platform outage prevented delivery (e.g. an extended GoHighLevel, LiveKit, Anthropic, or Google outage). We will document and credit such outages on a fair basis but they are not "FLUIS misses".
• Force majeure events as defined in the Terms (§12 Miscellaneous).
• You are using the Service for a purpose outside its intended use, or in breach of acceptable use (Terms §5).

Calculation.

• §2 (30-day). Refund equals 100% of all monthly fees paid to FLUIS during the first 30 days of active subscription.
• §3 (RAAS-miss). Refund equals 90% of the monthly fee paid for the affected month. Where the Service is part of the Full Stack Bundle, the affected component is calculated pro-rata against the bundle's constituent-Service prices, with the 90% rate applied to the affected component.
• Refunds are issued in the same currency in which the fee was paid (GBP, £).
• Refunds are issued back to the original payment method where possible; otherwise by bank transfer.

1. 01Email billing@fluis.ai (falls back to hello@fluis.ai). Use the subject line "Refund request — [Service] — [Month]".
2. 02Include: your business name, account email, the Service and the month in question, the milestone you are claiming we missed, and a short description (a couple of lines is fine) of the impact.
3. 03For the 30-day guarantee: the same email format, with subject "30-day money-back — [Service]". No detailed milestone description is required.
4. 04We will acknowledge within 2 business days and decide within 5 business days. Where we agree, the refund will be processed within a further 5 business days. Where we disagree, we will explain why in writing with the underlying data, and we will continue to talk in good faith.

Time limits. Claims under the §3 RAAS-miss must be submitted within 30 days of the end of the affected month. Claims under the §2 30-day guarantee must be submitted within 30 days of your subscription start date.

If we cannot agree, you retain all rights under our Terms §11 (Governing law and dispute resolution), including the right to mediation and ultimately to the courts of England and Wales.

Cancel anytime. You may cancel your subscription via your account dashboard, by emailing billing@fluis.ai, or in writing to our registered office. Cancellation takes effect at the end of your current paid month.

No early-termination fee. There is no lock-in, minimum-term penalty, or clawback of refunds previously paid to you.

You keep your work. All Client Data and outputs produced for you remain yours. You will be given a reasonable export window — default 30 days after termination — to retrieve them from our systems. After that, we delete in line with the retention schedule in the Privacy Policy.

Final invoicing. Any fees owed for the partial month already in progress remain due. Where a refund right (§2 or §3) applies in that final month, it is calculated and applied as normal.