Refunds and Cancellation

1. Subscription Cancellation

You may cancel your Access, Premium or Elite membership at any time from your dashboard or by contacting us. Cancellation takes effect at the end of your current billing period, and you retain access to your membership and any remaining brief allowance until then. We do not provide part-month refunds for early cancellation, save where required by law or as set out below.

2. 14-Day Cooling-Off Period

As a UK consumer, you have a statutory right to cancel a new membership within 14 days of subscribing, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, without giving a reason.

Please note that by requesting a brief or asking a concierge to begin work during this 14-day period, you expressly acknowledge and agree that our service will begin immediately. If you cancel during the cooling-off period after service has begun, we may deduct a reasonable amount reflecting the concierge time and any Supplier costs already incurred, and refund the balance.

3. Pay-As-You-Go Briefs

The £50 pay-as-you-go fee is payable in advance of a single brief. Once a concierge has begun working on your brief (including research, outreach to Suppliers, or drafting a proposal), the fee becomes non-refundable, save where the brief could not be progressed due to our own error or failure to perform.

4. Supplier Deposits

Deposits or pre-payments made to third-party Suppliers on your behalf are governed by that Supplier's own cancellation and refund terms, which will be shared with you before payment where reasonably practicable. Aide & Assist is not responsible for a Supplier's refusal or delay in refunding a deposit, but we will support you in pursuing a legitimate claim.

5. Complimentary Memberships

Complimentary or promotional memberships carry no monetary value, are non-transferable and are not eligible for any cash refund. We reserve the right to withdraw or adjust complimentary access on reasonable notice.

6. Disputes

If you believe a charge has been made in error, please contact AandA@krimsonkraft.com within 30 days, and we will investigate promptly and in good faith. This policy does not affect your statutory rights, including your rights under the Consumer Rights Act 2015.