last updated 21 October 2026 · Human Forward LTD · hello@humanforward.io · Netherlands

Purchases and refunds

This policy covers everything you can buy from Human Forward LTD: plans for the Findability app, Human Forward Plus, paid sessions, Agents and the community platform. It forms part of our App and AI Tools Terms and, for sessions and consulting, of the agreement for that work. Where this policy and a signed agreement differ, the agreement applies.

Our services are for businesses and business use only, as the App and AI Tools Terms say. If, despite that, the law treats you as a consumer, the rights it gives consumers apply on top of this policy and nothing here takes them away.

What you can buy and how it is billed

What	How it is billed	Renews
Findability app, Pro or Scale, Shopify store	Through Shopify Billing, on your Shopify invoice, in the currency Shopify shows	Monthly, until you cancel
Findability app, Pro or Scale, any other site	Through Stripe, at the price and in the currency shown on the Plan page: your local currency where we offer it, otherwise US dollars. Pay by card, Apple Pay or Google Pay, or by a local method Stripe offers in that currency at checkout, for example Bacs Direct Debit in pounds, SEPA Direct Debit, iDEAL or Bancontact in euros, Klarna, or PayPal where available	Monthly, until you cancel
Human Forward Plus	Through Stripe, at the price and in the currency shown when it launches	Monthly, until you cancel
Paid sessions (50 minute working session, 90 minute deep dive)	By card through Stripe, before the session	One off
Consulting, Agents, the community platform and any other work under a proposal	Invoiced by us, paid by bank transfer only. We do not take card payments for these	As the proposal says

Prices are shown before VAT. VAT is added where it applies. Card payments are handled by Stripe or Shopify; we never see or store your card number. A subscription is per site or per store.

Consulting and work under a proposal

Consulting, retained work, Agents, the community platform and anything else we agree in a proposal, order form or engagement letter is charged on the basis that document sets out: time and materials at our day or hour rates, a fixed fee for a defined scope, or a monthly retainer.

• Services rendered are paid for. Time spent and work delivered are not refundable. Where a fee was paid in advance, the part that covers time already spent or work already delivered is kept, and we refund any part that covers work we will not now do, unless the proposal says otherwise. Fixed fees are earned on delivery of the scope, not on your satisfaction with the result, which we do not guarantee
• Invoice and bank transfer only. We invoice and you pay by bank transfer to the account on the invoice, within 14 days of the invoice date unless the proposal says otherwise. We do not accept cards, cheques or any other method for this work. Always confirm bank details with us by phone or in person before a first payment, and never act on a change of bank details received by email without checking
• Deposits and advance payments. We may ask for a deposit or for the first period in advance before work starts, and we may stop work until it arrives
• Expenses reasonably incurred for your work, such as travel, software bought for the engagement or third party fees, are charged at cost plus VAT where it applies, with receipts on request. We agree anything significant with you first
• Changes of scope are charged at our rates, or as a change order we both agree. Work you ask for outside the scope is chargeable whether or not a change order was signed, if we told you it was out of scope before doing it
• Cancelling or pausing. Either of us can end a retainer or ongoing engagement on the notice the proposal states, 30 days if it does not. You pay for everything up to the end of the notice period. Time we reserved for you that you cancel with less than five working days notice is billable
• Questions about an invoice must reach us within 14 days of the invoice date. After that the invoice is accepted as correct
• Late payment carries interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, and we may pause work and withhold deliverables until the account is settled
• Deliverables and rights pass to you on payment in full, not before

Subscriptions

• A plan starts the moment you pay and runs for a month at a time. It renews automatically on the same day each month until you cancel
• Switching plan takes effect straight away. Going up, you are charged the difference for the rest of the month and the new price from the next renewal. Going down, the new price applies from the next renewal and you keep the higher plan until then. Stripe calls this proration and shows it on the invoice
• Cancel any time. On Shopify, choose the free plan in the app or uninstall it. For any other site, open Plan and then Cards, invoices, cancel. Cancelling stops the next charge; you keep the plan until the end of the month you have paid for, then drop to Free. Your runs and history stay in the account
• If a payment fails we retry for a few days and email you. If it still fails, the site drops to Free until a payment goes through
• The free plan is free, for as long as we offer it, and we can change or withdraw it

Refunds

• Subscriptions. Monthly fees are not refunded for a part month, because you can cancel at any time and keep the plan to the end of the paid month. If you were charged after you cancelled, or charged twice, tell us and we refund the extra in full
• Something went wrong on our side. If a paid feature did not work for most of a month and we could not fix it, we refund or credit that month. Tell us within 30 days of the charge
• Changed your mind. For a plan bought on the web app, email us within 14 days of your first payment and we refund it in full, provided you have not run more than the free plan would have allowed in that time. This applies to the first month only, not renewals. For Shopify stores, Shopify's own refund process applies and we honour the same 14 days through it
• Paid sessions. Reschedule or cancel free of charge up to 48 hours before. Inside 48 hours the session fee is due, though we will always try to move it rather than charge. If we cancel, you get a new time or a full refund, your choice
• Consulting, Agents, the community platform and other work under a proposal. Services rendered are not refundable, as the Consulting section above says. Where we end an agreement for reasons that are not your fault, any period paid for in advance and not yet started is refunded
• Refunds go back to the card or account that paid, usually within 5 to 10 working days of our confirming it. Where a payment was made through Shopify, Shopify issues it

To ask for a refund, email hello@humanforward.io from the email on the account, with the site or store and the charge you mean. A person reads it and replies within two working days.

Pricing errors

We check our prices, but mistakes happen on a website, in an app listing, in an email or in something an AI agent says. Where a price is obviously wrong, or wrong by our records, we are not obliged to honour it. We may cancel the purchase and refund anything you paid, or offer it to you at the correct price and let you decide. This applies even after payment has been taken and even after a confirmation has been sent, until the service has actually been provided. A price given by our assistant or any other AI agent is never a quote; see our AI terms.

Other things to know

• A discount or promotional code applies only to what it says, for the period it says, cannot be combined with another unless we say so, and can be withdrawn at any time. Codes obtained or used in breach of their conditions are void and we may charge the full price
• Free plans, trials and introductory offers are at our discretion. One per business. We may end or change them at any time and we may refuse them where we suspect abuse
• Where we suspend or terminate a service for breach of the terms or the Acceptable Use Policy, nothing is refunded
• Where we withdraw a paid service entirely, you get a pro rata refund of anything paid for the period after withdrawal, which is your only remedy
• We may decline any order, and we may refund rather than fulfil it, without giving a reason
• We may apply any amount you have paid against any amount you owe us, and you may not withhold or set off payments against claims you have against us
• You pay in the currency billed. Bank charges, currency conversion costs and any withholding tax are yours; if tax must be withheld, you gross up so we receive the invoiced amount
• Our billing records, usage logs and Stripe or Shopify records are the record of what was bought, used and paid
• Repeated refund requests, or requests that look like a way of using paid features for free, can be refused and the account closed

Chargebacks

Ask us first. A chargeback raised without contacting us, where the charge was valid, costs us a fee and we may suspend the account until it is resolved. We respond to every disputed charge with the account and usage records.

Price changes

We can change a price with at least 30 days notice by email. The new price applies from the first renewal after the notice period. If you do not want to pay it, cancel before then and nothing more is charged.

Taxes and invoices

Every charge has an invoice. Web app invoices are on the billing page under Plan; Shopify charges appear on your Shopify bill. If you need a VAT number on an invoice, add it on the billing page or email us.

Questions

Email hello@humanforward.io. The App and AI Tools Terms have the detail on the services themselves and on liability.

Market terms: Netherlands

These terms apply in addition to the document above when you are in the Netherlands, and prevail where they differ.

1. Who we are and which law applies

Human Forward LTD is a company registered in England and Wales, with no establishment in the European Union. Our relationship with you is governed by the law of England and Wales. That choice does not remove any protection given by a mandatory provision of Dutch or EU law, in particular the GDPR (in Dutch, the AVG), the Dutch GDPR Implementation Act (Uitvoeringswet AVG), the Telecommunications Act (Telecommunicatiewet) and, if you are a consumer within the meaning of article 6:230g of the Dutch Civil Code (Burgerlijk Wetboek, BW), the consumer law in Books 6 and 7 of the Civil Code (article 6(2) of Regulation (EC) No 593/2008, Rome I). That includes the rules on standard terms and conditions (algemene voorwaarden), with their black and grey lists (articles 6:236 and 6:237 BW). Those provisions prevail.

Provider details (article 3:15d BW). Provider: Human Forward LTD, a company incorporated under English law, registered at Companies House for England and Wales under number 17452304. Address: 66 Paul Street, London EC2A 4NA, United Kingdom. Contact: hello@humanforward.io. Represented by: the directors of the company, as entered in the public register of Companies House for England and Wales under number 17452304: find-and-update.company-information.service.gov.uk/company/17452304/officers. VAT identification number: we sell mostly to businesses, which account for VAT themselves under the reverse charge (verleggingsregeling). On sales to consumers, our payment providers (Stripe or Shopify) calculate, collect and remit the tax due in the customer's country at checkout on our behalf. No local VAT number is therefore shown here.

Representative in the Union (article 27 GDPR). Human Forward LTD is not established in the Union and is subject to the UK GDPR, which the European Commission has found to provide an adequate level of protection (adequacy decision, renewed in December 2025). We have assessed article 27(2) GDPR. Our processing of personal data of people in the EU is only occasional, is limited to business contact details, account data and publicly available website content, includes no special categories of personal data and no data relating to criminal convictions, and is unlikely to result in a risk to the rights and freedoms of natural persons. We therefore rely on the exemption in article 27(2) and have not designated a representative. We review this assessment as our customer base in the EU grows, and will designate a representative, named here, as soon as the exemption no longer applies. Until then you can exercise any right directly with us at hello@humanforward.io, and our data protection lead responds within the time limits of the GDPR.

2. Personal data in the Netherlands

Supervisory authority. The Dutch Data Protection Authority (Autoriteit Persoonsgegevens), autoriteitpersoonsgegevens.nl. You can complain to it at any time.

Legal bases. The table in the Privacy Policy follows article 6 GDPR: contract (article 6(1)(b)), legal obligation (6(1)(c)), legitimate interest (6(1)(f)) and consent (6(1)(a)) for the newsletter. We send marketing by email only with your prior consent or, if you are already a customer, about our own similar services, provided you were given the chance to object when your details were collected (article 11.7(1) and (4) of the Telecommunications Act). You can unsubscribe free of charge in every message.

Cookies (article 11.7a of the Telecommunications Act). The website uses no cookies or similar technologies that require consent. We measure visits without cookies and without individual identifiers, and Cloudflare Turnstile is strictly necessary to keep the forms secure. If you choose a market yourself, with the market picker or in answer to the prompt asking whether you are in a particular country, we set one first party functional cookie, hf_market. It remembers your choice for a year so we do not ask you again. This cookie is strictly necessary to provide what you asked for (article 11.7a(3)(b)) and does not track you. The suggestion of which market suits you comes from a request to our own server, which reads the country of your IP address; no cookie is set for it. That is why there is no cookie banner. If this changes, we will ask for your consent first.

Transfers. Your data is processed in the United Kingdom, which is covered by an adequacy decision of the European Commission renewed in December 2025 until 2031. Transfers to providers in the United States rely on the EU to US Data Privacy Framework for certified providers, and otherwise on the Commission's standard contractual clauses. You can ask us for a copy of the safeguards.

Retention and rights. The retention periods in the Privacy Policy apply in full. You have the right of access, rectification, erasure, restriction, objection and portability. Write to hello@humanforward.io. We respond within one month, which can be extended by two months for complex requests.

3. Payments, prices, VAT and right of withdrawal

On the Dutch pages, prices are shown in euros. Web plans are paid through Stripe, using the payment methods Stripe offers for your purchase: credit or debit card, Apple Pay, Google Pay, PayPal, Klarna, iDEAL | Wero, SEPA Direct Debit, Bancontact, Revolut Pay or Amazon Pay. Paid sessions are paid by card through Stripe only. Plans for a Shopify store are paid through Shopify Billing, in the currency Shopify shows. Consulting, Agents and the community platform are invoiced in the currency of your proposal and paid by bank transfer.

Prices exclude VAT. If you are a business in the Netherlands, VAT is reverse charged to you (article 12(2) and (3) of the VAT Act 1968, Wet op de omzetbelasting 1968); give us your VAT identification number. If you are a consumer, Dutch VAT is added at checkout and you see the total price including VAT (article 3:15d(2) and article 6:230m(1)(e) BW). Stripe or Shopify calculate, collect and remit that VAT at checkout on our behalf; no registration of our own under the One Stop Shop (OSS) is therefore shown here.

Right of withdrawal. If you are a consumer, you can withdraw from the contract within fourteen days of its conclusion without giving a reason (article 6:230o BW). You do this with a clear statement to hello@humanforward.io or with the model withdrawal form in Annex I, Part B, of Directive 2011/83/EU. The right is lost for a service we have fully performed with your express prior consent, where you have acknowledged that you give up your right of withdrawal once we have performed the contract (article 6:230p(d) BW). It is also lost for digital content not supplied on a tangible medium whose supply has begun with your express prior consent, where you have acknowledged that you thereby give up your right of withdrawal and we have confirmed this (article 6:230p(g) BW). If you buy a plan and start an analysis before the withdrawal period ends, you expressly ask us to start straight away and acknowledge that your right of withdrawal is lost to that extent. If you withdraw after that, you pay in proportion for what we have already provided (article 6:230s(4) BW). Separately, our Purchases and Refunds policy gives you, under conditions, a refund of the first month of a web plan if you ask within fourteen days. Businesses have no right of withdrawal. Consumers have the statutory conformity rights for digital content and digital services (articles 7:50aa and following BW). A consumer subscription can be cancelled online in your account, in the same way you took it out, or by a message to hello@humanforward.io (article 6:236(o) BW).

Disputes. If you are a consumer, you can also bring a dispute before the Dutch court for the place where you live (article 18(1) of Regulation (EU) No 1215/2012, Brussels I recast). The choice of the English courts in our terms does not change that (article 19 of that Regulation and article 6:236(n) BW). We are not affiliated with any consumer disputes body, are not obliged to be, and do not take part in alternative dispute resolution (article 6:230m(1)(t) BW). The European Commission's online dispute resolution platform was discontinued on 20 July 2025, so no link is given.

4. Language

English governs, except for information the law requires consumers to receive in Dutch; to that extent the Dutch version of this page governs.

5. Contact for the Netherlands

hello@humanforward.io. We respond within a reasonable time and within any period the applicable law sets. Human Forward LTD, 66 Paul Street, London EC2A 4NA, United Kingdom.

Local law review: pending. Say if you spot something we have got wrong at hello@humanforward.io.