Refund and cancellation policy
Last updated 12 October 2026
You can cancel within 14 days of buying a plan without giving a reason. If you asked us to start straight away, we keep a share of the price you paid for the service you have used and refund the rest within 14 days. After 14 days you can cancel any time with one click in Account, then Billing. Email enquire@brownhawke.engineering.
This policy is part of the Terms and conditions. It applies to Free, Starter, Pro, Super and Opulent plans, to yearly plans, to add-ons and to top-ups. Enterprise refunds follow the Enterprise agreement.
1. How to cancel
- Use Cancel subscription in Account, then Billing. It takes one click. There are no retention offers or surveys first.
- You can also email enquire@brownhawke.engineering, or send the model cancellation form below. You don't have to use the form.
- Your plan keeps running until the end of the period you have paid for, and then stops. We won't charge you again. You keep your credits until then.
- Within 14 days of buying, you can choose Cancel now and get a refund instead. Your plan stops at once and we refund you as set out in section 3.
- We email you to confirm the cancellation, the end date and any refund amount.
2. What happens when a paid plan ends
- Your account moves to Free. You keep your login, chats, projects and top-up credits.
- Agents above the Free allowance are paused, not deleted, until you choose which one to keep.
- Your account computer is stopped. Its files are kept for 3 days, then backed up for 30 days, then deleted. Upgrading to Starter or above within that time brings them back. We email you at the start of the 3 days and a day before deletion.
- Extra managers and workers are removed at the end of the period.
3. Your right to cancel within 14 days
You can cancel within 14 days of buying a plan without giving a reason. Hawkeye starts straight away only if you ask us to at checkout (the "Start my plan now" box). If you did, we keep a proportionate amount for the service you have used in that time and refund the rest.
- We work it out as the share of your plan's included monthly credits you have used, multiplied by the price you paid. Example: if you used 25% of your included credits, we keep 25% of the price you paid and refund the other 75%.
- A top-up is worked out the same way: the share of its credits you have used, multiplied by the price you paid for it.
- We never keep more than you paid, and a refund is never less than zero.
- We refund to your original payment method within 14 days of you telling us you are cancelling.
- When we refund a plan, the plan ends and the account moves to Free. When we refund a top-up, its unused credits are removed from your account.
Worked examples
These use today's prices. Your own refund uses the price you paid.
A Starter plan bought for £19.99 with 1,500 credits, cancelled after 5 days with 300 credits used:
| Item | Amount |
|---|---|
| Paid | £19.99 |
| Service used 300 of 1,500 included credits (20%) of £19.99 | −£4.00 |
| Refund | £15.99 |
A top-up of 2,000 credits bought for £5.00, cancelled with 500 credits used:
| Item | Amount |
|---|---|
| Paid | £5.00 |
| Credits used 500 of 2,000 credits at 0.25p each | −£1.25 |
| Refund | £3.75 |
Model cancellation form
To BrownHawke Engineering Ltd, Unit 12E Cooksland Industrial Estate, Bodmin, Cornwall, PL31 2QB, enquire@brownhawke.engineering:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*]: ____
Ordered on [*] / received on [*]: ____
Name of consumer(s): ____
Address of consumer(s): ____
Signature of consumer(s) (only if this form is notified on paper): ____
Date: ____
[*] Delete as appropriate.
4. After 14 days
- You can cancel any time with one click in Account, then Billing. Your plan keeps running until the end of the period you have paid for, and then stops. We won't charge you again.
- We don't refund part-months (or the rest of a year) after the 14-day period, unless something has gone wrong on our side. See section 5.
- Unused plan credits do not roll over. Top-up credits do not expire while your account is open.
- Add-ons come off at the end of the period.
5. When we refund anyway
- If a payment is made from outside the United Kingdom, we refund it in full automatically and the plan is not started.
- If we charged you by mistake, or charged you twice, we refund the difference.
- If the service was not provided with reasonable care and skill, consumers have rights under the Consumer Rights Act 2015 to a repeat performance or a price reduction. These rights are not affected by this policy.
- If we close the service, or remove something your paid plan includes without 30 days' notice, we refund the unused part of the period.
6. Failed payments
If a renewal payment fails, our payment processor retries it. Your account keeps working for a short grace period. If the payment still fails, your paid plan ends and your account moves to Free. Nothing extra is charged.
7. Accounts closed for breaking the rules
If we close your account for breaking the Terms or the Acceptable use policy, unused plan credits and top-up credits are not refunded. Your statutory rights are not affected.
8. Contact
Email enquire@brownhawke.engineering. Hawkeye is operated by BrownHawke Engineering Ltd, registered in England and Wales, company number {{COMPANY_NUMBER}}, registered office Unit 12E Cooksland Industrial Estate, Bodmin, Cornwall, PL31 2QB, a subsidiary of Brown Hawke Holdings Limited (company number 13834590). Email enquire@brownhawke.engineering.