Refund and Cancellation Policy

This policy explains the refund and cancellation rules applicable to project-based consulting/automation services, and to the subscription-based SaaS products we plan to offer (for example, Wava and Consentio, both currently in development), provided by Filova Ltd, a company registered in England and Wales (Company No. 17263134, registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom), to clients in the UK, Turkey, the EU, the US, and worldwide.

For project-based services, payments are generally collected per milestone. A prepayment for a milestone that has not yet started is refunded in full within 14 days of a written cancellation request.

A deliverable is considered delivered upon written approval, email confirmation, a demo walkthrough, or once the client begins using the delivered output.

No refund is given for work that has already been completed and delivered. If cancellation is requested for a milestone that is in progress, the remaining amount is calculated and refunded after accounting for effort already spent, resources used, and third-party costs incurred.

If you are based in the UK and qualify as a consumer, your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply in addition to, and are not limited by, this policy.

Deliverables involving software, integrations, automations, or source code built specifically for a client, such as bespoke AI agents, CRM integrations, WhatsApp Embedded Signup setups, or MCP development, cannot be resold by nature and are therefore excluded from refunds once delivered.

Subscriptions renew automatically for the selected billing cycle (monthly or annual) unless cancelled beforehand. You may cancel your subscription at any time; cancellation takes effect at the end of the current billing period, no further renewal occurs, and no partial refund is given for unused time.

Refund requests made within 14 days of your first subscription purchase are assessed reasonably, taking into account the level of usage, costs incurred, and resources provided, and may result in a full or partial refund.

If you are based in Turkey and qualify as a consumer, your 14-day right of withdrawal under Turkish Law No. 6502 on Consumer Protection and the Distance Contracts Regulation remains unaffected by this policy.

Beta or early access features offered within Wava, Consentio, and our other products are under active development and may be changed, removed, or discontinued at any time. This alone does not create a right to a refund.

Our services rely on artificial intelligence models, and the outputs generated by these models are probabilistic in nature. Filova Ltd does not guarantee that AI-generated content will always be fully accurate, complete, or fit for a particular purpose; you are responsible for reviewing such outputs before relying on them.

To request a refund or cancellation, simply write to info@filova.io. Requests are reviewed within 5 business days, and approved refunds are issued to the original payment method within 14 days.

Third-party service costs already incurred, including hosting, domain, SMS/phone number fees, AI model and API usage (e.g. OpenAI, Anthropic, Google, Meta, ElevenLabs, Twilio), cloud infrastructure (e.g. AWS, Vercel, Supabase, Railway), and licensing fees, are not included in any refund.

Taxes, VAT, or other local charges applied to the price are charged as shown at checkout and are not refundable.

If a chargeback is initiated through a payment provider or bank, Filova Ltd reserves the right to temporarily suspend or terminate the services on the related account. No separate refund is issued for the same transaction while a chargeback is in progress.

Accounts suspended or terminated due to spam, misuse of WhatsApp or API access, or violation of our Terms of Service may not be eligible for a refund.

Filova Ltd is not liable for temporary service disruptions caused by outages, API changes, or platform policies of third-party providers such as OpenAI, Meta, WhatsApp, Google, or Stripe, nor for events of force majeure. This policy does not constitute an uptime or service level (SLA) commitment.

This policy is governed by the laws of England and Wales, the jurisdiction in which Filova Ltd is registered. This is without prejudice to any mandatory consumer protection rights under the law of your own country of residence, including UK consumer law and Turkish Law No. 6502, where applicable.

For questions, contact us at info@filova.io.

This policy may be updated from time to time. The current version is always published on this page and takes effect from its date of publication.