Refunds & cancellation

How to stop paying, what the law gives you on top of that, and where the money goes back to.

Last updated 12 September 2026

Cancelling

Cancel in your account area, under the plan. There is no notice period, no cancellation fee and nobody to talk to first. Cancelling stops the next renewal and leaves the plan working until the end of the period you have already paid for — you do not lose the month you bought.

If you would rather we did it, email [email protected] from the address on the account and we will cancel it and confirm in writing.

Your statutory right to cancel

If you are a consumer — buying for yourself rather than for a business — the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you fourteen days from the day the contract is made to cancel it and get your money back. This is in addition to anything above, and you do not have to give a reason.

Because the service starts immediately, you are asked at checkout to agree that it begins within the cancellation period. That does not remove the right; it means that if you cancel part way through, we may keep a proportionate amount for the days the service was available to you, and refund the rest.

To cancel under this right, tell us within fourteen days — the account area, or an email to [email protected], is enough. The statutory right does not apply to business purchases; if you buy on a Business plan for a company, sections above and below are what govern it.

Refunds outside those fourteen days

We refund, without argument, where:

• you were charged twice for the same period;
• you were charged after cancelling;
• the service was unavailable for a substantial part of a paid period through our fault;
• a plan did not include what the pricing page said it did.

Beyond that, a subscription already used is not refunded simply because it went unused — the allowance was available whether or not it was spent. If something between those two cases has happened to you, write and describe it; these are decided by a person, not a rule.

Credits

Credits are units of service, not money. They are not refundable, carry no cash value and cannot be moved between accounts. They do not expire while the account is open. Where a refund is due on a payment that bought credits, the unused credits are removed with it.

How the money comes back

Refunds go to the original payment method, and nowhere else. Payments are processed by Stripe as merchant of record — Stripe is the seller in the transaction, issues the receipt and handles any VAT or sales tax — so a refund is made through Stripe and any tax charged is refunded with it.

We start a refund within five working days of agreeing it. How long it then takes to appear is your bank's business, and is usually five to ten working days.

If we cannot agree

Write to [email protected] and say what you want and why. We answer complaints within five working days and resolve them within thirty. If you are still not satisfied, you keep every right you would otherwise have, including to your bank and to the courts — a term in this policy cannot take those away.