Refund Policy

Lanely is digital content delivered immediately. Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14-day statutory right of withdrawal for digital content.

Before your first generation, we ask you to actively confirm a checkbox at sign-up and at first generation: "I consent to immediate performance and acknowledge that I lose my 14-day right of withdrawal once a generation starts." Your acceptance is timestamped, IP-logged, and version-hashed in line with Regulation 37(1)(a)(b). Without this acknowledgement, your 14-day statutory right of withdrawal remains intact and you may cancel for a full refund within 14 days of purchase.

For users who have given the immediate-performance consent, we still offer the discretionary windows below.

• First subscription — full refund within 7 days of purchase if you have generated no itineraries, charts, or reels and have made no chat requests in that period.
• First top-up credit pack — full refund within 7 days of purchase if no credits from that pack have been used.
• Renewal of an existing subscription — pro-rated refund within 7 days of renewal if no new generations have been made in the renewal period.

Top-up credit packs do not expire. Unused credits from a top-up pack are refundable for 30 days from the purchase date, pro-rated by what is unused. Used credits are not refundable. After the 30-day window unused credits remain available in your account forever; they are simply no longer refundable.

Plan credits (Wander 50 / Voyager 500 / Atlas 10,000) are non-monetary service entitlements bundled with your subscription, not pre-paid cash equivalents. They reset on the first day of every billing cycle, do not roll over, are not redeemable for cash, and are not refundable on their own. If you cancel mid-cycle you keep the credits until the end of the cycle.

• If your account has been suspended for breach of the Acceptable Use Policy.
• If we have evidence of fraudulent purchase or stolen card use.
• For consumed credits that produced delivered AI outputs.
• For subscription renewals where you generated material in the renewal period.
• Where you waited longer than the windows above before requesting a refund. Our access logs show first-use timestamps; we rely on these.

You can cancel at any time from /app/billing — the cancellation takes effect at the end of your current billing period. Your service runs to that date. Cancelling does not automatically request a refund — see the windows above.

Email support@carrollservicesco.com from the address on your account. Include your order ID (visible in the receipt email) and a one-line description of the issue. We acknowledge within 48 hours and resolve within 5–10 business days. Approved refunds return to your original payment method via Stripe.

Email us first at support@carrollservicesco.com. Most "unknown charge" cases resolve in 48 hours — Lanely's bank descriptor is LANELY*AI CONTENT, which can look unfamiliar. If we cannot resolve it, your bank's chargeback path remains available.

We respond to every chargeback raised through Stripe with full evidence: account creation, IP and device fingerprint, terms acceptance, refund-policy acknowledgement, AI generation logs (timestamps and output hashes), CDN download access, and any email correspondence with you. Where applicable, evidence is submitted via Stripe's dispute response API in the formats Stripe specifies (refund_policy_disclosure, access_activity_log, customer_communication, receipt). Resolving the issue with us first is faster, fairer, and cheaper for everyone.