The short version
- Charged twice, charged after you cancelled, or your account was closed by us without cause? You get your money back.
- If a service we run is down, we extend your paid period rather than refund part of it.
- Everything else is looked at case by case, and your legal rights always apply.
- Please talk to us before disputing a charge with your bank. It is faster for you.
How to ask
Open a ticket and choose "A charge on my card". Include the receipt number or the date and amount. A person replies within one working day.
Always refunded
- A double charge for the same thing.
- A charge made after you cancelled.
- The unused part of a period when we close your account without cause.
When a service is down
If a service we run is unavailable for a meaningful time, we add the lost time to your paid period. Tell us about it in a ticket if you think it affected you.
Everything else
We do not refund automatically. Most services we run offer a free way to try them before paying, so what you buy is what you tested. If something did not work as described, tell us: we look at each request on its facts, including how the service was used, and we put things right where it is fair to.
Your legal rights
Consumers in many countries, including the UK and the EU, have rights that no policy can take away, such as a right to cancel some purchases within 14 days and a right to a service that works as described. This policy sits on top of those rights, never in place of them.
Before you dispute with your bank
We keep a record of how each paid service was used. Where a charge is genuinely wrong we refund it. Where a service was used as sold, we show that record to the bank and contest the dispute.
Project payments
Stage payments for project work follow the written scope you accepted. A stage that has been paid covers the work done in it; if a project stops early, we agree in writing what is handed over and what, if anything, is returned.