Refund policy

 

Refund & Cancellation Policy

Last updated: 14 December 2025

At Alice and Homer, we provide custom AI content creation, AI avatars, synthetic voice assets, brand campaigns, and UGC services tailored to each client. Due to the bespoke and digital nature of our work, this policy explains when refunds, cancellations, or credits may apply.

Please review this policy carefully before engaging our Services.

1. Services & Custom Work (No Automatic Refunds)

All services provided by Alice and Homer are custom, made-to-order digital services.

Once work has:

  • begun,

  • assets have been created,

  • or services have been delivered,

refunds are not available, except where required by law.

This includes (but is not limited to):

  • AI-generated content

  • AI avatars or synthetic voices

  • Brand campaign assets

  • UGC-style content

  • Strategy, planning, or creative direction work

2. Cancellations Before Work Begins

If you cancel before any work has started, you may be eligible for:

  • a full refund, or

  • a credit toward future services

This will be assessed on a case-by-case basis.

Once work has commenced, Section 3 applies.

3. Cancellations After Work Has Started

If you cancel after work has begun:

  • No refunds will be issued for work already completed

  • Partial refunds may be considered only for work not yet started, at our discretion

Time spent on planning, setup, prompt development, testing, or revisions is considered billable work.

4. Revisions & Service Issues

We take pride in delivering high-quality work aligned with agreed briefs.

If you believe:

  • deliverables do not match the agreed scope, or

  • there is a technical issue with delivered assets,

please contact us within 7 days of delivery.

Where appropriate, we may offer:

  • reasonable revisions, or

  • corrections to technical errors

Refunds are not issued for:

  • changes of mind

  • subjective preferences

  • results not guaranteed or implied

  • marketing or performance outcomes

5. AI, UGC & Performance Disclaimer

Due to the nature of AI-generated and UGC-style content:

  • results may vary

  • engagement, reach, or sales outcomes are not guaranteed

Refunds will not be issued based on performance expectations or business results.

6. Unauthorised or Fraudulent Purchases

If you believe a purchase was made without your authorisation, please contact us immediately.

We may request additional information and will review the matter, but refunds are not guaranteed, particularly where services have already commenced.

7. Duplicate Payments

If you have been charged more than once for the same service, please notify us within 7 days with proof of payment.

Where verified, we will issue a refund for the duplicate charge.

8. Chargebacks & Payment Disputes

We encourage clients to contact us directly before initiating a chargeback.

Unjustified chargebacks after services have been delivered or work has commenced may result in:

  • immediate termination of services

  • revocation of delivered assets where legally permissible

  • refusal of future work

9. Consumer Rights

Where you are acting as a consumer (not a business), your statutory rights under UK law are not affected.

Where you are acting as a business client, consumer cancellation rights do not apply once services have begun.

10. Contact Us

If you have questions or concerns about this policy or your purchase, please contact:

📧 info@aliceandhomer.co.uk

Include your name, invoice reference, and details of your request.

 

Thank you for choosing Alice and Homer.