Refund policy
See below the sections of our Terms and Conditions that specifically relate to cancellations and refunds.
- You have an initial 14-day cooling-off period, subject to the rules on immediate access to digital content and services.
- Where a subscription renews after a trial or after a contract of 12 months or more, you will have any renewal cooling-off period required by law after that renewal takes effect.
- If you sign up online, you will be able to cancel it online. Cancellation will be straightforward and not subject to unnecessary steps.
- Where a refund is due, it will be made without undue delay and within 14 working days, using the original payment method unless agreed otherwise.
- Nothing in these Terms removes your statutory rights.
6. Pre-Contract Information
- whether the subscription renews automatically
- any trial or discounted period and what happens when it ends
- how to cancel
- any initial cooling-off rights and renewal cooling-off rights
- whether any statutory cooling-off right can be lost or affected if you ask for immediate access to Digital Content during the initial cooling-off period
11. Subscriptions, Trials and Renewals
Where a Service is sold as a Subscription, the subscription term, minimum commitment period if any, renewal date, renewal price or how that price will be calculated, billing frequency, cancellation route and any trial terms will be clearly explained before purchase.
If a Subscription renews automatically, we will make this clear before you purchase and in any required reminder notice. You may cancel future renewals at any time before renewal through the cancellation process provided to you, and we will not restrict cancellation to a narrow cancellation window.
You will not be made liable for a renewal payment before the relevant renewal takes effect. We will not use terms or processes that make cancellation disproportionately difficult.
12. Renewal Reminders and Subscription Notices
Where required by law, we will send clear reminder notices before a Trial ends or before a Subscription renews, particularly where a renewal follows a trial or a subscription term of 12 months or more. These notices will be sent in sufficient time to allow you to decide whether to continue or cancel before the renewal charge becomes payable.
Reminders, cooling-off notices, renewal information and end-of-contract notices will be provided in writing, such as by email. Each notice will clearly explain what it is about and will highlight the most important information as required by law.
If we are required to tell you about cooling-off rights and fail to do so, the relevant cooling-off period may be extended in line with applicable law.
13. Easy Cancellation and Online Exit
You may cancel a Subscription at any time to stop future renewals. If you sign up online, you will be able to cancel online or please contact us using the support details provided on our website and/or in your purchase confirmation.
The cancellation process will be straightforward and will not include unnecessary barriers, unreasonable delays, excessive steps, avoidable repeat confirmations or requirements that make cancellation disproportionately difficult. We may ask for feedback or make an offer before cancellation, but this will not prevent or unreasonably delay cancellation.
Cancelling a Subscription stops future renewal charges. It does not automatically refund sums already paid unless you are entitled to a refund under these Terms or applicable laws.
14. Initial Cooling-Off Period
You have the right to cancel your purchase within 14 days without giving any reason, unless an exception applies or you have validly asked for immediate access to Digital Content and acknowledged the effect on your cancellation rights. The initial cooling-off period begins on the day after the contract is formed unless different rules apply under consumer law.
To cancel, you must inform us clearly that you wish to cancel. We will provide contact details and/or a cancellation process on our website, at checkout or in your confirmation information.
If you cancel within the 14-day cooling-off period and you have not accessed or started the Digital Content or Services, you will receive a full refund.
15. Renewal Cooling-Off Period
Where required by applicable subscription law, you will also have a 14-day renewal cooling-off period after a Trial ends and converts into a paid Subscription, or after a Subscription of 12 months or more automatically renews. This right applies after the relevant renewal has taken effect and is separate from your initial cooling-off rights.
During a renewal cooling-off period, you may cancel without penalty. If the Services have not continued after renewal, you will receive a full refund for the relevant renewal payment. If the Services have continued, we may deduct a fair proportion for the part of the renewed Subscription already supplied, where permitted by law.
This clause applies in addition to your initial cooling-off rights.
16. Digital Content and Immediate Access
Some Services include Digital Content that may be available immediately after purchase. Before immediate access starts during the initial cooling-off period, we will ask you to give express consent for access to begin and to acknowledge that this may affect your cancellation rights.
Where the law permits a waiver of the initial cooling-off right for Digital Content, access may begin after your express consent and acknowledgement. Any such waiver applies only to the initial cooling-off right and does not remove any renewal cooling-off rights that apply by law after a trial or after a Subscription of 12 months or more automatically renews.
If you cancel during a renewal cooling-off period and Digital Content or Services have already been supplied after renewal, any refund will be calculated on a proportionate basis where permitted by law, so that you pay only for the part of the renewed Subscription already supplied.
For Services that are treated as services rather than Digital Content, if you ask us to begin supplying the Service during the initial cooling-off period and later cancel within that period, we may charge a proportionate amount for the Service supplied before cancellation, where permitted by law.
17. Refunds
Where a refund is due, we will make it without undue delay and no later than 14 days after the day we are informed of your decision to cancel, unless a different timeframe is required by law. Any deduction will be calculated fairly by reference to the part of the contract supplied before cancellation.
Refunds will normally be made using the same payment method used for the original purchase, unless you agree otherwise.
We will not apply a fixed administration charge for cancellation within an applicable cooling-off period.
If we fail to comply with a statutory duty relating to subscription information, reminders, cooling-off notices, end-of-contract notices or cancellation rights, you may have additional cancellation and refund remedies under applicable law. Where the law provides a refund remedy for a breach, we will apply that remedy in accordance with the statutory requirements and any applicable safeguards.
28. Complaints and Contact
If you have a question, complaint, or cancellation request, please contact us using the support details provided on our website and/or in your purchase confirmation.