Refund, Cancellation and Suspension Policy
Payments are final and non-refundable, subject only to the corrections and mandatory rights below. This policy is part of the Terms of Service. It lists the only corrections we make and explains what happens when you cancel, stop paying or are suspended.
1. All payments are final
Every amount paid to SLSBMB Limited ("SLSBMB", "we") for SLSBMB AI, including AI Outreach Playbook, AI Contacts, Sending Engine, SLSBMB credits and any other order, by card, device wallet, bank wire, crypto or credits, is final and non-refundable once payment is confirmed or credits are captured in settlement, subject to section 3. A payment authorisation or unused credit hold alone is not a completed payment. Research, provider spend and infrastructure costs start immediately after payment. We do not give refunds, partial or pro-rata refunds, credits or extensions for, among other things:
- a change of mind, a change in your business or no longer needing the Service;
- not using, or only partly using, a playbook, credits, contacts, mailboxes, capacity or a service period;
- dissatisfaction with results, including replies, meetings, sales, hires, investment, deliverability, bounce rates, or the content, style or accuracy of AI outputs;
- the setup and warmup part of a Sending Engine period, its lower first-month volume, timelines that take longer than estimated, or periods in which sending is paused, limited or waiting for your inputs, contacts, warmup, provider acceptance or launch checks;
- contacts that bounce, change jobs, are outdated or unsuitable, or lead to complaints after delivery;
- suspension, restriction or termination under the Terms or our policies;
- outages, provider decisions, blocklisting or other events outside our control;
- an automatic renewal charged before you turned automatic payments off.
2. Credits and holds are not refunds
A contact order holds its maximum price in SLSBMB credits, captures only the unique verified emails delivered and returns the rest of the hold to your SLSBMB AI wallet automatically, as set out in the Contact Sourcing and Suppression Policy. That return, including the full hold when nothing is found or a provider fails, is the normal settlement of the order. It is made in credits, never in cash, and it is not a refund. Credits themselves are non-refundable and cannot be exchanged for money.
3. The only corrections we make
The following corrections and mandatory rights apply despite any general no-refund, credit, suspension or termination wording elsewhere in these documents:
- Payment errors. If you are charged twice for the same invoice, or charged more than the invoiced amount, we return the excess to the original payment method or, if you agree, credit it to your wallet.
- Unauthorised payments. If a payment was made without the authority of the cardholder or account holder, we handle it as the payment provider's rules require.
- Orders we cancel before starting. If we decline or cancel an order after payment for a reason not caused by you, before any work, provider spend or infrastructure purchase has started for it, we return the amount received for that order or, if you agree, credit it to your wallet.
- Discontinued services. If we permanently discontinue a paid service for a reason not caused by you before the end of a period you have already paid for, we will, at our option, provide equivalent services or credits for the unused part of that period or return the unused part of the fee.
- Mandatory law. Where a law that cannot be excluded by contract requires a refund, we provide only what that law requires.
If a paid deliverable is not delivered because of a technical failure on our side, our obligation, and your contractual remedy for that non-delivery, is that we will, at our option, complete or perform the delivery again within a reasonable time or provide equivalent credits. This remedy does not remove a remedy that mandatory law requires.
Returns of money are made to the original payment method where possible and may require identity, wallet or compliance checks. Bank-wire and crypto returns are net of bank, network, provider and exchange costs only to the extent law and applicable payment-provider rules allow those deductions. Nothing in this section creates a right to a refund in any other situation.
4. Payment disputes and chargebacks
Contact a@slsbmb.com promptly about a disputed charge so that we can investigate and provide order, payment and delivery evidence. You must not make a knowingly false claim, misrepresent an authorised purchase as unauthorised, or use a chargeback to evade an amount lawfully due. Such conduct breaches this agreement. Mandatory rights and applicable payment-provider dispute rights remain available; exercising them does not itself create a contractual refund entitlement.
We may contest a dispute, supply evidence, restrict services funded by a disputed or reversed payment, reverse corresponding credits, and recover amounts that remain lawfully due together with reasonable recoverable costs. A payment reversal does not itself cancel a valid contractual debt. The provider's rules and mandatory law govern their respective effects, and we do not recover the same amount twice.
5. Cancelling Sending Engine and automatic payments
Sending Engine is billed in monthly service periods. With automatic card payments on, we charge the monthly amount shown at checkout at the start of each new period. You can turn automatic payments off at any time in SLSBMB AI under Billing. That stops future charges; the current paid period continues until its end and is neither shortened nor refunded. Without automatic payments, when paying by bank wire or crypto, or when a card payment fails or needs your authentication, each period must be paid on its invoice. There is no cancellation part-way through a period and no refund for the rest of a period.
6. Non-payment
If a renewal is not paid when due, we may, without liability, pause or stop sending, warmup, contact sourcing and other services; release the capacity reserved for you; and retire, park or reuse the related domains and mailboxes as described in the Terms. Starting again after a pause may require new setup and warmup, billed as a new period. Unpaid amounts remain owed.
7. Suspension, termination and breach
We may suspend, restrict, refuse or terminate any work, campaign, order or workspace as described in the Terms and the Acceptable Use Policy, for example for a breach, unpaid amounts, misrepresentation, unsafe or unlawful use, complaint or blocklisting risk, provider or legal requirements, or sanctions, fraud or payment risk. Amounts already paid, credits and unused periods remain final and non-refundable, subject to section 3 and mandatory law. Amounts lawfully due remain payable.
8. Crypto payments
Crypto payments cannot be reversed like card payments. Any return of money under section 3 is made manually, may require wallet, identity or compliance checks, and is net of network, provider, exchange-spread and compliance costs and of any loss caused by a payment error on your side only to the extent law and provider rules permit, as set out in the Crypto Payment Terms.