This Policy forms part of the Terms of Service and explains how billing, changes and cancellation work. Where this Policy and the Terms of Service differ on a point of detail, the Terms of Service govern.
The short version
In plain English. You pay for a month at a time, up front. The day you first pay sets your renewal date, and it renews on that date every month until you cancel. You can cancel any time — it takes effect at your next renewal date, and you keep access until then. We don't do partial-month refunds. Adding AI tokens costs full price and gives you the full allowance whatever day you add them. Adding features costs a pro-rated amount for the rest of the month, and switches on once payment goes through. Downgrades wait until your next renewal.
1. How billing works
Monthly, in advance. Subscriptions run in rolling monthly terms and the full monthly fee is payable at the start of each term.
Your Renewal Date. The date of your first payment becomes your Renewal Date. Your subscription renews automatically on that date each month, and the fee is charged automatically, until you cancel.
Where a Renewal Date doesn't exist in a given month — the 31st, for example — it falls on the last day of that month instead.
Failed payments. If a payment fails we may retry it and may restrict access, including to AI Features, until it clears. If it's still outstanding [14] days after the Renewal Date, we may terminate the subscription and delete the account under Clause 11 of the Terms.
2. Currency
Our reference currency is Pounds Sterling (GBP). Your billing currency is determined by the country of your billing address when you subscribe:
| Billing country | Currency |
|---|---|
| United Kingdom | GBP |
| EU / EEA member states | EUR |
| All other countries | Your choice, at checkout, of your local currency or GBP |
In plain English. GBP and EUR are separate fixed price lists, not conversions of each other, so the amounts won't line up exactly. If you're billing from outside the UK and EU/EEA, you choose at checkout whether to pay in your own local currency or in GBP — whichever you pick is fixed for the life of the subscription. Pay in your local currency and the amount is recalculated at the market exchange rate each time you're charged, including at renewal, so it can move a little from month to month, plus our payment processor's conversion margin (roughly 2-4%). Pay in GBP instead and there's no such margin, though your own bank may still charge its own foreign transaction fee. To change your currency choice, cancel and re-subscribe at the then-current price. If your billing country changes we may move you at your next Renewal Date, with notice.
3. Who bills you
Business customers in the UK or the EU/EEA: Yone IT Ltd bills you directly and issues the invoice. You must give us a valid VAT number and proof of business status before you subscribe, and keep those details accurate — you're responsible for the tax consequences if they're wrong. EU business customers with a valid VAT number are invoiced under the reverse charge and account for VAT locally.
Individual consumers in the UK or the EU/EEA: no VAT number needed. VAT at your local rate is included in the price shown. Stripe acts as merchant of record for these transactions and handles VAT collection and remittance.
Everyone else: Stripe acts as merchant of record. Stripe is the legal seller for the transaction, takes payment, issues the invoice, and handles applicable sales tax, VAT or GST. Refunds and payment disputes for those transactions go through Stripe's process. Yone IT Ltd remains the supplier of the Service either way.
Full detail is in Clause 6 of the Terms of Service.
4. Changing your subscription mid-month
4.1 Adding AI tokens — full price, full allowance
In plain English. Token add-ons aren't pro-rated. Add one on the 2nd or the 28th and you pay the same and get the same allowance. It's simplest that way, but it does mean adding one late in your billing month is poor value — if you can wait for your Renewal Date, do.
You are charged the full monthly price immediately, whatever the date. You receive the full monthly token allowance immediately on successful payment. No credit or refund is given for the unused part of the term. The add-on then recurs at full price on each Renewal Date until cancelled.
4.2 Adding features or upgrading your plan — pro-rated
In plain English. You pay only for the days left in the current month, and it switches on as soon as the payment clears. Full price from your next Renewal Date.
You are charged immediately for the remaining days of the current term, calculated daily from the date of the change to your next Renewal Date. For a plan upgrade the pro-rata charge is based on the price difference between tiers. Access is granted on successful payment — if payment fails, the change does not take effect.
Where a plan upgrade increases your base token allowance, the larger allowance starts at your next Renewal Date unless we say otherwise at the point of purchase.
4.3 Downgrades and removals
Downgrades, and removal of any token or feature add-on, take effect at your next Renewal Date. You keep access until then, and no refund or credit is given for the rest of the current term.
Note that downgrading reduces your base token allowance, which also reduces your carry-over cap. Any carried-over tokens above the new cap are forfeited at that Renewal Date.
5. Token carry-over
In plain English. Unused tokens roll over, but the rolled-over pot can never be bigger than one month of your base plan allowance. Anything above that disappears at renewal. Add-on packs give you more tokens to use, but they don't raise the ceiling on what can roll over.
Unused tokens carry over to the following month, subject to a cap: the carried-over balance may never exceed one (1) times your base plan's monthly token allowance. Anything above the cap is forfeited on the Renewal Date.
Maximum available in any single month = base plan allowance + any add-on allowances + carried-over balance of up to one base plan allowance.
Tokens are consumed carried-over first, then base plan, then add-on. [Confirm]
Tokens have no cash value, are non-refundable and non-transferable, and are forfeited on termination or suspension.
6. Cancelling
You may cancel at any time before your next Renewal Date, through Support in the platform or in writing to contact@yone.co.uk.
Cancellation takes effect at the Renewal Date immediately following your request. Until then you keep full access to what you've paid for. No refund or credit is given for the unused portion.
If a renewal has already been charged when you cancel, cancellation takes effect at the following Renewal Date, and that renewal charge is not refundable.
Cancelling your base plan cancels all token and feature add-ons from the same date.
7. Refunds
If you are an individual consumer, you have a statutory right to cancel within 14 days of subscribing and get your money back. If you asked us to start immediately, you pay only for the days you actually had access and we refund the balance, within 14 days of you telling us. See Clause 10.3 of the Terms. Sole traders and freelancers using Yone for work are business customers and do not have this right.
Otherwise, fees are non-refundable, except:
| Situation | What you get |
|---|---|
| We terminate for convenience or withdraw the Service from your territory | Pro-rata refund of fees covering the period after termination |
| You object to a new sub-processor and we can't offer an alternative (Annex III Part B of the DPA) | Pro-rata refund for the affected part of the Service |
| Consumer 14-day cancellation (individuals only) | Full refund, or pro-rata if you asked us to start immediately |
| Mandatory local law requires a refund | As required by that law |
| Billing error on our part | Corrected in full |
We do not refund for: unused time in a paid term; unused tokens; cancellation; suspension or termination for breach of the Terms; or dissatisfaction with AI-generated output.
Where Stripe is merchant of record, refunds are processed through Stripe.
8. Price changes
We may change prices on 30 days' written notice, or with effect from your subscription's yearly anniversary. Changes apply from the first Renewal Date after the notice period ends. If you don't accept a price change, cancel before that Renewal Date.
9. Getting your data out
You can export at any time. After cancellation you have [30] days to export before deletion begins. Contact contact@yone.co.uk or see Clause 11 of the Terms and Clause 13 of the DPA.
10. Invoice disputes
Tell us in writing within [15] days of the invoice date, with reasons. Undisputed amounts stay payable. We may charge interest on overdue amounts at [4]% per annum above the Bank of England base rate, accruing daily.
11. Contact
Yone IT Ltd · Company No. 13073396 · 60 Cookridge Drive, LS16 7HW Leeds, United Kingdom · VAT No. [INSERT]
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