Refund & Cancellation Policy (UK)

Applies to: [Product/Brand] from [Company Legal Name] (“we”, “us”, “our”).

1) No refunds (core rule)

We do not offer refunds for fees already paid, including subscription fees (monthly or annual), setup fees, add-ons, or overage charges. Cancellations stop future renewals only; we do not provide pro-rata or partial refunds for the current billing period. Your statutory rights are not affected.
This clause is drafted to avoid contradicting UK consumer law on cooling-off rights and unfair terms (we don’t exclude legal remedies). (GOV.UK)

2) Cooling-off rights for UK consumers (B2C)

If you buy online as a consumer (not a business user), you usually have a 14-day cooling-off period from the day of contract to cancel.

• If you request immediate access to the service during that 14-day window, you’ll be asked to give explicit consent that supply starts right away and to acknowledge you may lose the right to cancel for any digital content supplied not on a tangible medium. For any “service” elements started within 14 days, we may charge a proportionate amount for the period used before cancellation. (GOV.UK, Which?)

3) Faulty or not-as-described (statutory remedies)

If our service fails to meet UK Consumer Rights Act standards (reasonable care/skill; as described; delivered within a reasonable time), you may be entitled to repeat performance or a price reduction. We will honour these legal remedies where they apply. (Legislation.gov.uk, pembrokeshire.gov.uk)

4) Trials, renewals, and cancellations

• Free trials / Intro offers: When a trial ends, the first charge is non-refundable. You can cancel any time before renewal to avoid further charges.
• Auto-renewals: We provide clear pre-contract information, renewal reminders, and an easy online cancellation path to align with CMA guidance and the UK’s new consumer protection regime for subscriptions. (GOV.UK, Baker Botts)
• Effective date: Cancellations take effect at the end of the current billing cycle.

5) Billing issues we will refund

We will refund duplicate charges, erroneous overcharges, or payments taken in error by us. Please contact [billing@yourdomain] within [30] days of the charge with your receipt and account email so we can investigate.

6) Chargebacks

If you initiate a card chargeback, we may suspend the account while we investigate. Where a chargeback is unfounded (e.g., an active subscription wasn’t cancelled), we may dispute it with the payment processor.

7) How to cancel

You can cancel in-app via Settings → Billing or by emailing [support@yourdomain] from your account email. We may require verification for security. Cancellations are confirmed by email.

8) How to request a statutory-rights remedy

If you believe you’re entitled to a repeat-performance or price-reduction remedy under UK law, email [privacy@/legal@/support@yourdomain] with details. We respond within one month and explain the next steps. (Legislation.gov.uk)

9) Updates

We may update this policy to reflect law or service changes. We’ll post updates here and adjust the “Last updated” date. Material changes may be emailed or shown in-app.

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Why this wording is compliant (for your PRD approvers)

• “No refunds” can be unfair if it blocks statutory rights. We therefore keep the no-refund stance for ordinary cancellations, but preserve cooling-off and CRA remedies. (GOV.UK)
• Cooling-off: Consumers get 14 days for distance contracts; immediate supply requires explicit consent and acknowledgment of losing the right for digital content; proportionate charges can apply for services begun within 14 days. (GOV.UK, Which?)
• Subscriptions: We commit to clear renewal reminders and easy cancellation to meet current CMA expectations and the DMCC 2024 regime coming into force (subscriptions “subscription traps” crackdown). (GOV.UK, Baker Botts)