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

Purchases and refunds

This policy covers everything you can buy from Human Forward LTD: plans for the Findability app, Human Forward Plus, paid sessions, the Agentic Team 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, by card, in US dollars, at the price shown on the Plan page	Monthly, until you cancel
Human Forward Plus	Through Stripe, by card, at the price 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, the Agentic Team, 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, the Agentic Team, 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, the Agentic Team, 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.