This Refund Policy describes when Outwise issues refunds. It complements, but does not replace, your statutory rights under UK or EU consumer law.
1. Refund windows
- Subscriptions — first month. If you subscribe to Ranger or Expedition and have not generated any video reel, you may request a full refund of the most recent monthly charge within 14 days of the charge.
- Subscriptions — yearly. Yearly plans may be refunded on a pro-rata basis within 14 days of the most recent renewal, less the value of credits already consumed at the published per-credit cost ($0.05 / credit).
- Credit packs. Unused credit packs are refundable within 14 days of purchase. Partially used packs are refundable for the unused portion, less Stripe processing fees from the original transaction.
- Beyond the windows. Refund requests outside the windows are considered case-by-case at our discretion and are typically declined absent a service fault on our part.
2. Processing fees & refund destination
Following Stripe guidance, processing fees from the original transaction are not returned by Stripe and therefore are not part of the refund amount. Refunds are returned to the original payment method only and typically appear 5–10 business days after issuance.
3. UK / EU statutory cancellation
Where UK or EU consumer law grants a 14-day right of withdrawal for digital services, that right applies — except where you have explicitly consented to the immediate provision of digital content during checkout (in which case the right may be reduced or waived to the extent permitted by law). We display this consent notice in the Stripe Checkout flow.
4. Disputes & chargebacks
Before disputing a charge with your bank, please contact support@lassafety.com. We will resolve eligible refunds within five (5) business days. Should a chargeback proceed, we follow the Stripe dispute process — we retain customer IP, terms acceptance records, output delivery logs, and communication history as evidence per Stripe's evidence categories. Disputed charges that have already been refunded cannot be charged back; the dispute is resolved through the original refund.
5. What is not refundable
- Credits already consumed by Chat, image generation, or video rendering, even if you find the output unsatisfactory — re-generation is on the house if this is due to a technical fault on our side.
- Promotional and bonus credits granted at zero cost.
- Refund requests motivated by failed real-world outcomes that you attribute to relying on briefing output — Outwise explicitly disclaims liability for field decisions; see the AI Disclaimer.
6. How to request a refund
Email support@lassafety.com from your account email with the subject line “Refund · INVOICE_ID” and include the reason. We respond within one UK business day.