Cancelling and refunds

6. Cancelling

6.1 Cancel at any time online: Parent area > Manage billing (opens Paddle's billing page). [VERIFY the portal offers cancellation in the sandbox.] You can also email [SUPPORT EMAIL] and we will cancel for you [within 1 working day].

6.2 Cancellation stops the next renewal. You keep access until the end of the period you have paid for. We do not refund part-used months or years except under clauses 7 and 8 or where the law requires.

7. Your legal right to cancel within 14 days

7.1 Under the Consumer Contracts Regulations 2013 you have 14 days from the day the contract is made to cancel a digital-content purchase without giving a reason.

7.2 Immediate access. We make paid content available as soon as payment is confirmed. At checkout you are asked to agree that we may give you access straight away and to acknowledge that, once access begins, you would normally lose the statutory right to cancel. [PADDLE-EXPECTED WAIVER WORDING, from Paddle's Buyer Terms: "...unless during that 14-day period, you started downloading, streaming, using or benefiting from the Product, when during your Transaction you agreed for us to make the Product available for your use before the end of that 14-day period." Use Paddle's exact checkout text; do not paraphrase it differently here. VERIFY it appears in the sandbox checkout.]

7.3 Whatever you agree at checkout, clause 8 still gives you a full refund within 14 days. The waiver therefore costs you nothing and exists only because Paddle's checkout requires it. [OWNER DECISION: see Option B in the drafting notes if you prefer to rely on the waiver instead.]

7.4 To use your right, use the refund route in clause 8.3. A model cancellation form is not required but you may use the wording in clause 8.4.

8. Refund policy (default proposal)

8.1 14-day money-back guarantee. Ask within 14 days of (a) your first payment, or (b) an annual renewal payment, and we will refund 100% of that payment, no questions asked. Monthly renewals after the first month are not refundable under this clause.

8.2 A full refund ends access. When a full refund is processed, your paid access ends at once and the account returns to free access. [This matches the app: a full approved refund or chargeback sets the plan to expired immediately. A partial refund does not change access.]

8.3 How to ask: email [SUPPORT EMAIL] from the address on your account with the subject "Refund", or use the refund option in Paddle's billing page where shown. We approve valid requests within [2] working days. Paddle pays the refund to your original payment method, normally within [14] days of approval.

8.4 Model wording: "I want to cancel my 11Prep Detectives subscription bought on [date] under email [address] and receive a refund."

8.5 After 14 days: no refund of the current period, except [OWNER DISCRETION: where a fault we cannot fix prevents you using the paid content; we will refund the unused part pro rata]. Statutory remedies for faulty digital content (Consumer Rights Act 2015) are unaffected.

8.6 Chargebacks: if you dispute a payment with your bank instead of contacting us, paid access ends while it is investigated. Please contact us first.

8.7 Paddle's own refund policy says refunds are otherwise discretionary and statutory withdrawal rights apply to consumers in the UK; where our promise in this clause is more generous, ours applies and we will instruct Paddle to refund. [VERIFY Paddle onboarding accepts a seller-defined refund promise.]

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