Refund Policy

Last updated: May 21, 2025

Overview

French Together Limited ("we", "our", or "us"), registered in England and Wales (No 14846069) with registered address at 69 Church Way, North Shields, Tyne + Wear, United Kingdom, NE29 0AE, is committed to providing high-quality AI monitoring services through our Lorelight platform. This Refund Policy outlines when and how you can request a refund for our services.

Subscription Services

Lorelight operates on a subscription model with both monthly and annual billing options. Your Lorelight subscription is managed by our online reseller Paddle.com who are the Merchant of Record for your subscription and provide all customer service inquiries and handles returns. Here's how our refund policy applies to these subscriptions:

14-Day Free Trial

All new accounts start with a 14-day free trial. During this period:

  • Your payment method will be required to start the trial but will not be charged until the trial period ends
  • You can cancel at any time during the trial period without being charged
  • No refund is applicable as no charge is made during the trial period

Monthly Subscriptions

For monthly subscription plans:

  • Charges are processed at the beginning of each billing cycle
  • We do not provide partial refunds for unused portions of the current billing month
  • You may cancel your subscription at any time, and service will continue until the end of the current billing period

Annual Subscriptions

For annual subscription plans:

  • Full payment is charged at the beginning of the annual billing cycle
  • If you cancel within 30 days of the initial purchase or renewal, you may request a full refund
  • Cancellations after 30 days are not eligible for refunds for the unused portion of the subscription
  • Annual plans automatically convert to monthly billing at the end of the current term unless cancelled

Exceptional Circumstances

In certain circumstances, we may consider refund requests outside of our standard policy:

  • Technical issues that severely and persistently impair the service's functionality, which our team cannot resolve within a reasonable timeframe
  • Unexpected service changes that significantly reduce the core functionality of Lorelight
  • Account mistakenly upgraded to a plan that is not required (within 7 days of upgrade)

How to Request a Refund

To request a refund under this policy, please:

  1. Contact our support team at [email protected]
  2. Include your account email address, subscription details, and the reason for your refund request
  3. For technical issues, please include details of the problem and any troubleshooting steps you've already taken

We aim to respond to all refund requests within 5 business days.

Refund Processing

If your refund is approved:

  • Refunds will be processed using the original payment method used for the purchase
  • Processing time typically takes 5-10 business days, depending on your payment provider
  • Currency exchange rates may affect the final refunded amount if the original payment was made in a currency other than GBP

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.

Contact Us

If you have any questions about our Refund Policy, please contact us at:

French Together Limited
69 Church Way
North Shields, Tyne + Wear
United Kingdom, NE29 0AE
[email protected]