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Refund & Return Policy

  • Effective date: 24 September 2026
  • This Policy explains cancellation, Token refunds, AI generation issues, Custom Project cancellations and statutory remedies.

1. Summary

  • 1.1. This Refund & Return Policy applies to Token Package purchases, AI generations and Custom Projects purchased through resileplans.co.uk. Requests are handled under this Policy and any applicable statutory consumer rights.
  • 1.2. Tokens are a prepayment mechanism. A Token Package tops up your Wallet balance; purchasing Tokens alone does not constitute delivery of a generated business plan or any other digital Output.
  • 1.3. There are no physical goods to return. Deliverables are supplied digitally and Custom Projects are services.
  • 1.4. We do not provide a refund merely because a customer changes their business idea, dislikes a writing style, or does not obtain funding, lending, investment or grant approval. This does not affect rights where digital content or a service is defective, not supplied or not as described.
  • 1.5. To request cancellation, report non-delivery or raise a refund concern, contact info@resileplans.co.uk as soon as reasonably possible and provide the relevant Order or transaction details.
  • 1.6. GBP is the base reference currency. EUR and USD amounts are converted values. Where a refund is due, the amount and method are determined by the original transaction, applicable law and this Policy.
  • 1.7. Any internal target timeframes in this Policy do not reduce statutory cancellation periods, statutory remedies or legal refund deadlines.

2. Scope & Legal Notice

  • 2.1. This Policy governs cancellations, non-delivery reports, defects, disputes and refund requests concerning Token Package purchases, AI generations and Custom Projects.
  • 2.2. The Service is operated by MANAGEMENT RESILIENCE LTD, company number 15587224, registered at 20 Wenlock Road, London, England, N1 7GU ("ResilePlans", "we", "us", "our").
  • 2.3. Nothing in this Policy limits rights that cannot lawfully be limited, including rights that may arise under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. Key Definitions

  • 3.1. Tokens / Wallet – prepaid digital credits recorded in your Account and used to access paid generation features or other agreed Services. Tokens are not cash, e-money, a deposit or a savings account.
  • 3.2. Token Packages – prepaid Token bundles (Starter: 900 Tokens; Standard: 5,000 Tokens; Pro: 20,000 Tokens). A Token Package tops up your Wallet balance and is not itself a document or a service level.
  • 3.2a. Generation – a request started in the Account dashboard that produces an AI Output and deducts Tokens from your balance. A Standard output is released immediately; an Extended output is released within 24 hours of the request. Neither includes individual specialist review.
  • 3.3. Custom Project – a separately quoted service whose scope, specialist role (if any), Deliverables, delivery time, revisions and payment arrangement are set out in an accepted written quote.
  • 3.4. Deliverables / Outputs – digital Business Plans, Pitch Decks, Financial Models, reports, spreadsheets or other materials supplied through the Service.
  • 3.5. Order – a Token Package purchase, a generation request or an accepted Custom Project quote, depending on context.

4. Consumer Cancellation Rights

  • 4.1. Purchasing Tokens or placing an Order does not automatically remove a consumer’s statutory right to cancel. The consequences of starting digital content supply or Custom Project work within the cancellation period depend on the type of contract, the consumer’s express request and acknowledgement where required, and the stage of performance.
  • 4.2. Where you have a statutory 14-day cancellation right for a distance contract, the period normally begins on the day after the relevant contract is made.
  • 4.3. Before supplying digital content during the cancellation period, we will ask for your separate express consent to begin supply and your acknowledgement that you will lose the statutory right to cancel that digital content once supply begins. We will record and confirm those statements in the order confirmation or another durable medium.
  • 4.4. If the legal requirements for loss of the cancellation right have not been met, your statutory cancellation right remains available.
  • 4.5. Custom Project services are treated separately under Section 6. Starting a Custom Project during the cancellation period requires an express request where required by law and may result in a proportionate charge for work already supplied if you later cancel before completion.

5. Token Purchases

  • 5.1. Tokens are a prepayment for access to the specified Services. Requests to cancel an unused Token purchase will be assessed under the applicable statutory cancellation rules. Purchasing Tokens alone does not constitute delivery of a generated business plan.
  • 5.2. If some Tokens have been used, we will determine any refund by reference to the Services or digital content actually supplied, the applicable cancellation rules and the amount paid. Partial use does not automatically make an entire Token purchase non-refundable. Duplicate charges and billing errors will be corrected and refunded.
  • 5.3. Tokens do not currently have a fixed expiry date. Any future inactivity or expiry rule will be notified appropriately and will not override mandatory statutory rights.

6. Generations & Custom Projects

  • 6.1. Outputs are generated automatically. A Standard output normally takes from a few seconds to a few minutes after all required information is submitted, depending on the volume and complexity of the Client Input and system availability; an Extended output is released within 24 hours of the request. Tokens are deducted when the customer starts the relevant generation. If generation fails or the Output is not supplied, we will provide the remedies described in Section 7 and any remedy required by applicable law. The rules on cancellation of digital content are set out in Section 4.
  • 6.2. A Custom Project is a separately quoted service. The fact that it is tailored to your requirements does not, by itself, remove a consumer’s statutory right to cancel.
  • 6.3. If you cancel before work begins, we will refund the amount paid for that Custom Project where you have a statutory right to cancel.
  • 6.4. If you expressly requested that work begin during the cancellation period and cancel before the service is fully performed, you may be required to pay a proportionate amount for the work supplied up to the time of cancellation, provided the applicable legal information and consent requirements were met. We do not apply a fixed 20% administration deduction to a statutory cancellation refund.
  • 6.5. Delivery of a draft does not automatically mean that the entire Custom Project has been performed. Completion is assessed against the Deliverables and revision terms in the accepted written quote. Once the service has been fully performed, any loss of the statutory cancellation right is subject to the applicable legal conditions. Rights relating to defective or non-conforming work remain unaffected.
  • 6.6. Generations do not include individual specialist revisions. Editing and regeneration options are subject to the Token charges displayed before use. Custom Project revision rights are those stated in the accepted written quote.

7. Non-Delivery, Defects & Quality Issues

  • 7.1. Contact us as soon as reasonably possible if a generation fails, a Deliverable is not supplied, a file is corrupted or blank, a system-generated financial file does not function as described, or another technical problem prevents normal use.
  • 7.2. We will investigate the issue and provide any repair, repeat generation, replacement, Token re-credit, price reduction or refund required by applicable law and appropriate to the circumstances.
  • 7.3. Our preferred prompt reporting of technical issues helps us investigate logs and reproduce faults, but any preferred internal reporting period does not restrict statutory rights or statutory remedy periods.
  • 7.4. A customer’s change of mind about their business concept, dissatisfaction with tone or vocabulary, or rejection by an investor, bank or grant authority is not by itself evidence that digital content is defective or not as described.
  • 7.5. AI-generated content may contain factual errors, generic assumptions or other limitations inherent in generative AI. Customers are expected to review Outputs before use. This statement does not exclude any statutory remedy that applies where the supplied digital content fails to meet legal requirements.
  • 7.6. If a refund is required by law, it will not be made conditional on our first attempting a repair where the applicable law gives you a right to a different remedy.

8. How to Request a Cancellation or Refund

  • 8.1. Email info@resileplans.co.uk with the subject line "Refund Request" or another clear description of the issue.
  • 8.2. Include your Order ID or transaction reference, the email address used for the Account and a concise explanation of the request.
  • 8.3. Where relevant, include supporting evidence such as an error screenshot or evidence of a duplicate charge. We will not require evidence that is unnecessary or disproportionate to the issue.
  • 8.4. We aim to acknowledge requests within 48 hours and, where possible, provide an outcome within five business days. These are service targets and do not replace statutory deadlines.
  • 8.5. Where a statutory refund is due, we will make it without undue delay and within the applicable legal deadline, using the original payment method unless you expressly agree otherwise.
  • 8.6. For non-statutory refunds that we agree to provide, banking and card-network processing times may affect when funds appear in your account.
  • 8.7. Please contact us as soon as reasonably possible. Any internal 30-day request target or preferred technical reporting period does not restrict rights or time limits provided by applicable law.

9. Chargebacks & Payment Disputes

  • 9.1. We encourage you to contact us first if you believe a payment is incorrect or a Service has not been supplied, because many issues can be resolved quickly through support.
  • 9.2. If a chargeback is raised, we may provide the payment provider with relevant transaction, Account, generation and delivery records to respond to the dispute.
  • 9.3. We may suspend an Account where there is evidence of fraud, abuse or a material payment dispute, but we will not penalise a customer merely for exercising a lawful payment or consumer right.
  • 9.4. Nothing in this Section restricts rights available to you through your card issuer, payment provider or applicable law.

10. Taxes & Currency

  • 10.1. Prices, taxes and the transaction currency are displayed before payment. GBP is the base reference currency and EUR/USD amounts are converted values.
  • 10.2. Where a refund is due, applicable tax is handled in accordance with the original transaction and legal requirements. Currency conversion or bank-side exchange differences outside our control may affect the amount shown by your bank.

11. Data Protection

  • 11.1. To process cancellations, refunds and disputes, we may retain transaction records, Order IDs, partial payment-card information supplied by payment providers, Token usage logs and relevant support correspondence for the periods described in our Privacy Policy or required by law.
  • 11.2. Personal data used for refund and dispute handling is processed in accordance with our Privacy Policy.

12. Illustrative Examples

  • 12.1. Example A – Unused Token purchase: a consumer purchases Tokens but has not used any Tokens to start a generation. A cancellation request will be assessed under the applicable statutory cancellation rules; the purchase is not automatically non-refundable merely because Tokens were credited to the Account.
  • 12.2. Example B – Duplicate payment: you attempt to purchase the Starter Token Package (900 Tokens) and are accidentally charged twice. The duplicate charge will be corrected and refunded.
  • 12.3. Example C – Generation failure: Tokens are deducted when you start a generation, but the system fails and no Output is supplied. We will investigate and provide an appropriate repeat generation, Token re-credit or refund as required by applicable law.
  • 12.4. Example D – Custom Project cancellation: you expressly ask us to start a Custom Project during the cancellation period and cancel before completion. Where the legal requirements are met, a proportionate amount may be payable for work supplied up to cancellation; there is no automatic fixed 20% administration deduction from a statutory cancellation refund.

13. Contact Details

  • 13.1. MANAGEMENT RESILIENCE LTD
  • 13.2. Registered office: 20 Wenlock Road, London, England, N1 7GU
  • 13.3. Company number: 15587224
  • 13.4. Email: info@resileplans.co.uk
  • 13.5. Telephone: +44 7874 487210
  • 13.6. Current supported card payments: Visa and Mastercard. Supported display/payment currencies include GBP, EUR and USD as shown at checkout.