Refund and cancellation policy

In short

If something we sold you is faulty, not as described, or you were charged in error, tell us and we will put it right.

If you are a consumer in the European Union or the United Kingdom, you have a statutory 14-day right of withdrawal on a distance purchase. For digital content and digital services you access immediately, that right ends once supply has begun with your express consent, which we ask you to give at checkout.

Write to info@sden.ai with your order reference and we will answer within five business days.

Downloadable products

This covers guides, templates, kits and any other file delivered by download link.

Because the file is available to you immediately, you are asked at checkout to consent to immediate supply and to acknowledge that doing so ends your right of withdrawal. Once the download link has been used, the purchase is not refundable on a change of mind.

If you have not used the download link, you may cancel within 14 days and we will refund you in full.

This never limits your rights where the file is faulty, corrupt, materially different from its description, or where the download link never worked. In those cases you are entitled to a repair, a replacement, or a refund, and we will not argue about it.

Online courses

A course purchase gives you access to course material for the period stated at checkout.

You may cancel within 14 days of purchase and receive a full refund provided you have completed no more than 20 percent of the lessons in the course. We use your recorded progress to determine that.

After 14 days, or once you have passed 20 percent, the purchase is not refundable on a change of mind, because the material has substantially been supplied.

If a course is withdrawn, materially changed, or a certificate we promised cannot be issued, you are entitled to a refund of the unused portion.

Subscriptions

A subscription renews automatically for successive periods until you cancel. You can cancel at any time and the cancellation takes effect at the end of the period you have already paid for. You keep access until then.

We do not refund a part-used period on a change of mind. We do refund it where we withdraw the service, where we materially reduce it during a paid period, or where you cancelled and were charged anyway.

If you are a consumer in the European Union or the United Kingdom and you subscribe for the first time, the 14-day right of withdrawal applies to that first period on the same terms as elsewhere in this policy.

Services engagements

Consulting, audit, build and run, and training engagements are governed by the signed agreement and its statement of work, not by this policy. Where the two differ for an engagement, the signed agreement prevails.

Under our standard terms, the deposit paid at order is not refundable because it triggers the start of work and reserves the team. If you terminate for convenience, work performed and non-cancellable commitments up to the termination date remain payable.

Where we fail to deliver what the statement of work describes and do not put it right within the cure period, the agreement's termination and remedy provisions apply.

Your right of withdrawal in the EU and the UK

If you are a consumer resident in the European Union or the United Kingdom, the law gives you 14 days from the day of purchase to withdraw from a distance contract without giving a reason and without penalty.

For digital content and digital services supplied immediately, that right is lost once supply has begun, but only where you gave your express prior consent to immediate supply and acknowledged that you were losing the right. We ask for both at checkout with a separate tick box, we record what you agreed to and when, and we send you confirmation. If we did not obtain both, the 14-day right stands and we will refund you.

To withdraw, it is enough to tell us clearly before the 14 days are up. Write to info@sden.ai with your order reference. You do not have to use a particular form of words.

We refund within 14 days of being told, using the same payment method you used, unless you agree otherwise. We do not charge a fee for withdrawing.

How to ask for a refund

Write to info@sden.ai with the email address you bought with, the order reference from your confirmation, and a sentence about what went wrong. A screenshot helps but is not required.

We acknowledge within one business day and give you a decision within five business days. If we need longer because we are investigating, we will tell you why and when to expect an answer.

If we say no and you disagree, ask us to look again and a second person will review it.

How refunds are paid

Refunds go back to the original payment method through Stripe, our payment processor. We cannot send a refund to a different card or account.

We issue the refund within five business days of approving it. Your bank or card issuer then decides when it appears on your statement, usually within five to ten business days. Where you paid in a currency other than your own, the amount you receive can differ slightly from the amount you paid because of exchange-rate movement between the two dates. That difference is your bank's, not a deduction by us.

Chargebacks

If you think a charge is wrong, please contact us before asking your bank to reverse it. A chargeback is slower for you than a refund from us, and it costs us a fee even when the charge was correct.

We respond to every chargeback with the order record, the delivery record, and the acceptance we captured at checkout. Where a chargeback is raised for a purchase that was delivered and accepted, we may suspend the account until it is resolved.

When we may decline

We may decline a refund where a request is made outside the periods above and is not based on a fault or on a statutory right, where a product has been downloaded, shared or resold in breach of its licence, where an account shows a pattern of buying and refunding, or where we have reasonable evidence of fraud.

Declining a refund never removes a right the law gives you.

Changes to this policy

We may change this policy. Every version carries a date and the current version is always published here. The policy that applies to a purchase is the one in force on the day you bought.

Contact

SDEN AI LLC, 254 Chapman Rd, Ste 208 #28196, Newark, DE 19702, United States. Refund requests and questions: info@sden.ai.