Refund & Cancellation Policy

Document control · Version: 0.1 (DRAFT — pending solicitor review) · Status: Draft — not yet effective · Effective date: [EFFECTIVE_DATE] · Last updated: [EFFECTIVE_DATE] · Owner: [LEGAL_OWNER] · Next review: [REVIEW_CADENCE] · Supersedes: — · Related: Terms of Service §7

This Policy explains how subscriptions to the PIZQ Service, provided by [COMPANY_LEGAL_NAME] ("PIZQ", "we"), are billed, cancelled, and refunded. It forms part of, and is governed by, our Terms of Service. Where this Policy and the Terms differ on billing matters, this Policy prevails.

Nothing in this Policy removes or limits your non-waivable statutory rights as a consumer.

1. Subscriptions and billing

Paid plans are billed in advance, on a recurring basis (monthly or annually as selected), through our payment processor (Stripe).
Subscriptions renew automatically at the end of each billing period at the then-current price until you cancel.
We will provide receipts/invoices for each charge.

2. Cancellation

You may cancel at any time from your billing settings, or by contacting [SUPPORT_EMAIL].
Cancellation stops future renewals. It takes effect at the end of your current billing period — you keep access until then.
We do not provide pro-rata refunds for the unused part of a period after cancellation, except where this Policy or the law requires it (see §3–§4).

3. Statutory cooling-off (UK & EEA consumers)

If you are a consumer in the UK or EEA, you generally have a 14-day right to cancel a distance contract for a paid subscription without giving a reason, starting the day after the contract is concluded.

Important — digital services started during the cooling-off period: when you start using a paid feature during the 14-day window, you expressly request immediate performance and acknowledge that:

once the service has been fully performed, you lose the right to cancel; and
if you cancel after performance has begun but before it is complete, you may be charged an amount proportionate to what has been provided up to the moment you cancel.

To exercise this right, contact [SUPPORT_EMAIL] within the period. We will refund any amount due (less any proportionate charge above) using your original payment method, normally within 14 days.

4. Discretionary refunds

Outside statutory rights, refunds are at our discretion. We will consider a refund where, for example:

you were charged in error or charged twice;
a paid feature was materially unavailable due to a fault on our side for a sustained period; or
another circumstance the law or fairness requires.

We generally do not refund for: change of mind after the cooling-off period; trading or investment losses; dissatisfaction with results, backtests, or AI output (the Service is a tool, not advice — see the Risk Disclosure); failure to cancel before renewal; or violations of the Terms leading to suspension.

5. Free trials and promotions (if offered)

If a free trial is offered, you will not be charged during the trial. Unless you cancel before the trial ends, it converts to a paid subscription at the applicable price.
Promotional prices apply only for the stated period and then renew at the standard price.

6. Price changes

We may change prices. We will give reasonable advance notice, and changes take effect at your next renewal. If you do not accept a change, cancel before the renewal date.

7. Failed payments

If a payment fails, we may retry it (per our processor's rules) and may suspend or downgrade access until it is resolved.

8. How to request a refund and timing

Email [SUPPORT_EMAIL] with your account email and the charge details. Approved refunds are issued to the original payment method; the time for the funds to appear depends on your bank or card provider.

9. Contact

Billing questions: [SUPPORT_EMAIL] · [COMPANY_LEGAL_NAME], [REGISTERED_ADDRESS]

Draft for internal review. Must be reviewed and approved by a qualified solicitor before publication. Not legal advice.