Refund Policy

Draft for review. Consumer law in your market may give stronger rights than this policy; where it does, it wins. Check before publishing.

Last updated: [date]

1. How billing works

Paid plans are billed in advance, monthly or yearly, and renew automatically until you cancel. You can cancel at any time from your billing settings. Cancelling stops the next renewal; it does not end the period you have already paid for.

2. Cooling-off

If you are a consumer in the [EU/UK], you have [14] days from the start of a subscription to change your mind and get a full refund, unless you asked us to start immediately and have used the service — in which case we may keep an amount proportionate to what you used.

Outside those markets we offer the same [14] days as a matter of policy on a first subscription.

3. When we refund

• You were charged after cancelling. Full refund, always.
• You were charged twice for the same period. Full refund of the duplicate.
• The service was unavailable for a prolonged period through our fault. A pro-rata credit or refund for the affected time.
• A paid feature did not work and we could not fix it in reasonable time. Refund of the period affected.

4. When we usually do not

• Part-used periods after the cooling-off window — cancelling stops the next charge rather than refunding the current one.
• Not having used the service during a period you paid for.
• Accounts closed by us for breaking the Terms of Service or the Acceptable Use Policy.
• Charges older than [6] months.

These are defaults, not absolutes. If your situation is genuinely unfair, write to us and explain it — we would rather resolve it than argue about it.

5. Asking for one

Email [support email] from the address on the account, with the date and amount of the charge and what happened. We reply within [5] working days. Approved refunds go back to the original payment method, typically within [5–10] working days depending on your bank.

6. Changing plans

Moving to a larger plan takes effect immediately, and we charge the difference pro rata for the rest of the period. Moving to a smaller one takes effect at the next renewal, so you keep what you paid for until then.

7. Failed payments

If a payment fails we retry it over [7] days and tell you. If it still fails, paid features are suspended. Your existing transfers keep their expiry dates and your files are not deleted early because of a failed payment.

8. Price changes

We give at least [30] days' notice before a price change affects you. If you do not accept it, cancel before the next renewal and you will not be charged the new price.