§ 01Overview
1.1
This Refund Policy explains when you are entitled to a refund for fees paid to CommonBench, how to request one, and how we process refunds. It forms part of our Terms of Service.
1.2
If you are a consumer in the UK, EEA, or another jurisdiction with statutory cooling-off rights, those rights apply in addition to anything in this Policy. Nothing in this Policy limits your statutory rights.
§ 02Cooling-Off Period
2.1
UK and EEA consumers. If you are a consumer based in the United Kingdom or the European Economic Area, you have a statutory right to cancel your subscription within 14 days of purchase ("cooling-off period") for a full refund, provided you have not used the Service substantively during that period. By beginning to use the Service during the cooling-off period, you consent to the supply of digital content beginning before the end of that period and acknowledge that you may lose your right to cancel once supply has begun.
2.2
"Substantive use" means generating more than 5 questions or uploading documents totalling more than 50 pages.
2.3
For all other users, refunds within the first 14 days are available at our discretion as set out in § 03.
§ 03Eligibility for Refund
Whether you are eligible for a refund depends on the reason. The grid below summarises common scenarios:
Eligible
You may receive a refund if
- You cancel within 14 days of first paid sign-up and have not made substantive use of the Service.
- The Service has been unavailable for a continuous period exceeding 24 hours due to a fault on our side.
- You were billed in error or charged a duplicate amount.
- A material change to the Service materially reduces functionality you relied on, and you cancel within 30 days of being notified.
- You are a UK or EEA consumer exercising your statutory right of withdrawal.
Not eligible
Refunds are not generally available for
- Dissatisfaction with the accuracy, tone, or style of AI-generated Work Product.
- Outcomes in your underlying legal matter, regardless of cause.
- Failure to use the Service after subscription begins.
- Hitting your monthly question cap (the cap is a feature of your tier, not a fault).
- Your inability to use the Service due to local internet, device, or browser issues.
- Fees for periods already elapsed at the time of cancellation.
- Add-on purchases, credits, or one-time consumables already used.
§ 04Non-Refundable Circumstances
4.1
Without limiting § 03, the following are not refundable:
- any portion of a billing cycle during which you used the Service substantively;
- fees for cancelled annual subscriptions, except as set out in § 05;
- fees attributable to taxes, payment processor charges, or currency conversion costs incurred by your bank;
- fees where your account was suspended or terminated for breach of the Terms; and
- credits, vouchers, or promotional discounts applied at the time of purchase.
§ 05Annual Subscriptions
5.1
Annual subscriptions are paid in advance for the full 12-month term and are not refundable after the 14-day cooling-off period (where applicable) except as expressly set out in this Policy.
5.2
If you cancel an annual subscription mid-term, your access continues until the end of the paid term. The subscription will not auto-renew. No partial refund is provided for unused months.
5.3
If we materially change the Service in a way that adversely affects you during your annual term, we will offer a pro-rated refund for the remaining term.
§ 06Cancellation
6.1
You can cancel your subscription at any time from your account settings, or by emailing cases@commonbench.ai.
6.2
Cancellation takes effect at the end of your current billing cycle. You will retain access until that date. Cancellation alone does not entitle you to a refund of fees already paid; refund eligibility is governed by § 03.
6.3
After cancellation, you can reactivate your subscription at any time. Your account data is retained for 12 months in case you return.
§ 07Service Failure Credits
7.1
If the Service is unavailable for a continuous period exceeding 24 hours due to a fault attributable to us (excluding scheduled maintenance and force majeure events as defined in the Terms), we will, on request:
- extend your current billing cycle by the duration of the outage; or
- at our discretion, provide a pro-rated credit on your next invoice.
7.2
Service failure credits are issued as account credit by default. Cash refunds are available on request where credit is not practicable.
7.3
Requests must be made within 30 days of the outage. We may require evidence of the outage and the impact on your usage.
§ 08How to Request a Refund
Email us
Send your request to cases@commonbench.ai from the email address associated with your account. Include your account email, the order or invoice reference, and the reason for the request.
We acknowledge within 2 business days
You will receive an automated acknowledgement immediately, and a substantive response from a member of our team within 2 business days.
We review against this Policy
We will assess your request against the criteria in § 03 and § 04. If we need additional information (for example, evidence of an outage), we will ask for it. We aim to issue a decision within 7 business days of receiving everything we need.
If approved, we process the refund
Refunds are issued via the original payment method, in the original currency. See § 09 for processing times.
If declined, you may escalate
If we decline, we will explain why and the policy basis. You may escalate to cases@commonbench.ai for review by a senior team member, or pursue the dispute mechanisms set out in § 12.
§ 09Processing Time and Method
9.1
Approved refunds are issued via the original payment method, in the original currency.
9.2
Refunds typically appear in your account within 5–10 business days, depending on your bank or card issuer. We have no control over interbank processing times.
9.3
If your original payment method is no longer valid (closed account, expired card), we will issue the refund as account credit, or, on request, by bank transfer to a verified account in your name.
9.4
We do not refund the cost of currency conversion or any cross-border bank fees charged by your card issuer.
§ 10Chambers (Team) Plans
10.1
For Chambers and other organisation-level plans, the refund and cancellation rights set out in this Policy are exercised by the named billing contact for the organisation, not by individual seat holders.
10.2
Seat changes (additions or removals) made mid-term do not give rise to refund entitlement except where expressly set out in your written agreement with us.
10.3
If your written agreement with us conflicts with this Policy, the written agreement prevails.
§ 11Statutory Rights
11.1
Nothing in this Policy excludes or limits any statutory consumer right that cannot be excluded or limited under applicable law, including:
- in the UK, rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
- in the EEA, rights under the Consumer Rights Directive (Directive 2011/83/EU) as implemented in your country;
- in Australia, consumer guarantees under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth));
- in Singapore, rights under the Consumer Protection (Fair Trading) Act 2003; and
- in the United States, rights under applicable state consumer protection laws.
§ 12Disputes
12.1
If you are not satisfied with our refund decision, you may pursue dispute resolution under § 12 of our Terms of Service, which provides for SIAC arbitration or, at your election, court proceedings.
12.2
UK and EEA consumers may also have access to alternative dispute resolution schemes and the European Online Dispute Resolution platform (where applicable).
12.3
You may also raise a chargeback with your card issuer; however, we encourage you to contact us first so we can resolve the issue directly.
§ 13Contact
To request a refund or ask a billing question:
Billing & Refunds — CommonBench
cases@commonbench.ai
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