Your statutory rights under the Consumer Rights Act 2015 apply to all purchases. These rights cannot be excluded by contract terms and are in addition to any discretionary policies we may offer.

Your Statutory Rights

Under the Consumer Rights Act 2015, digital content must be:

• Of satisfactory quality – free from defects and performing as reasonably expected
• Fit for purpose – suitable for the purpose made known at point of sale
• As described – matching any description, sample or model shown to you

If digital content fails to meet these standards, you are entitled to:

• Repair or replacement – we will attempt to restore the service or provide equivalent content
• Price reduction – including up to a full refund where repair/replacement is impossible, cannot be provided within a reasonable time, or causes significant inconvenience

14-Day Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days to cancel distance contracts. However, for digital content, you lose this right if you expressly consent to immediate performance and acknowledge that you will lose your cancellation right. By completing your purchase, you expressly consent to immediate delivery of digital content and acknowledge this loss of right.

Statutory Refund Entitlements

You are entitled to a refund under UK law in the following circumstances:

Faulty or Defective Service
If our service is unavailable or non-functional for an extended period, impacting your ability to use paid features such as Premium or Aurum, this may constitute digital content that is not of satisfactory quality or fit for purpose under Sections 34-35 of the Consumer Rights Act 2015.

Misdescription
If the service does not match its description, you may claim the content is not “as described” under Section 36.

Unauthorized Payments
If a payment was made without your authorization, no valid contract exists and you are entitled to a full refund.

Payment Processing Errors
Duplicate charges or incorrect billing amounts may be claimed as breach of contract or payments not “as described.”

What Is Not Covered (Discretionary Refunds Only)

While statutory rights cannot be excluded, we do not offer discretionary refunds for:

• Subjective dissatisfaction with AI output – where the service is technically functional, the quality of AI-generated responses/content is not grounds for a statutory or discretionary refund
• User errors – accidental purchases, misinterpretation of features, or failure to read product descriptions (unless statutory rights for misdescription apply)
• Consumed goods – Aurum that have been spent or Premium time that has been used, where you have expressly consented to immediate performance
• Change of mind – deciding you no longer want the service after purchase, where statutory quality/fitness/description standards have been met

How to Request a Refund

Submit Your Request
Contact contact@charactersphere.ai promptly to preserve your evidence. Please include:

• Your account username or registered email address
• Transaction details (date, amount, payment method)
• Clear explanation of whether this is a statutory claim (quality/fit/description issue) or discretionary request
• For statutory claims: specific grounds and evidence of the defect or misdescription

Review & Processing
We review all requests promptly. Allow up to 14 days for a response on statutory claims as required by UK law.

Refund Method
Approved refunds will be issued using the same means of payment used for the original transaction, unless you expressly agree otherwise. This is required by Section 24 of the Consumer Rights Act 2015.

Refunds will be processed without undue delay, and in any event within 14 days of our agreement that you are entitled to a refund.

Time to Clear Funds
The time for the refunded amount to appear in your account may vary depending on your bank or payment provider (typically 3-5 working days for cards).

Preserving Your Statutory Rights

Claims under the Consumer Rights Act 2015 can be made:

• Within 6 years of purchase in England, Wales and Northern Ireland
• Within 5 years of purchase in Scotland

Your statutory rights remain enforceable regardless of this policy or any stated “windows.”

Alternative Dispute Resolution

If you are not satisfied with our response:

• Contact Citizens Advice Consumer Helpline: 0808 223 1133
• Use the UK European Online Dispute Resolution platform for cross-border disputes
• Consider the Small Claims Track (Money Claim Online) for disputes up to £10,000

Chargebacks and Payment Disputes

Contact Us First
We encourage you to contact us before filing a chargeback or payment dispute. However, this request does not affect your statutory right to seek redress through your payment provider or court if we fail to resolve your claim.

Company Information

CharacterSphere.ai is operated by TachyonX Ltd, a Private Limited Company registered in England & Wales No. 06757594. When you purchase from the UK, your contract is subject to UK consumer protection law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013), which takes precedence over any conflicting terms in our general terms.

Changes to This Policy

We may modify the discretionary elements of this policy. Your statutory rights under UK law remain unaffected by any changes. Continued use after changes constitutes acceptance of non-statutory terms only.