Cancellation and Refund Policy

This policy explains when you can cancel, and what happens to money already paid. It covers both sides of what we do: products you subscribe to, such as Slate, and services we carry out for you under a quotation.

Where a signed quotation says something different, the quotation governs that engagement.

1. Product subscriptions

Subscriptions are paid in advance and are not refundable. This includes part-used periods.

You can stop a subscription at any time. Cancelling stops the next renewal — it does not refund the period you are in. You keep full access until the paid period ends, and nothing further is charged after that.

To cancel, use the billing area of the product or write to us. Cancel before the renewal date; a renewal that has already been taken is treated as paid for that period.

Onboarding and setup fees cover work we have already carried out, and are not refundable once that work has been done.

If we cancel. If we withdraw a product or end your subscription for a reason that is not your breach of the terms, we refund the unused part of what you paid, worked out by the days remaining.

2. Services under a quotation

Advance payments are not refundable. This is stated in every quotation we issue. The advance secures your place in our schedule and covers work that begins immediately — discovery, planning and design — which we cannot recover if you stop.

If you end an engagement partway:

• Work completed up to that point remains payable, including any milestone already reached.
• Amounts invoiced and due stay due.
• Nothing paid is returned.

If we end an engagement for a reason that is not your breach, you pay only for work completed to that point, and we return anything paid beyond that.

Work already delivered and paid for is not refundable once it has been accepted, or once it is treated as accepted under the Business Terms.

3. When we do consider a refund

We are not required to refund in the cases above. We will still look at a request on its merits where something has clearly gone wrong on our side — for example a duplicate charge, a payment taken in error, or a product that was unusable and we could not put it right.

Send the request to [email protected] with your invoice or payment reference and what happened.

4. How long a refund takes

Where we approve one:

• We process it within 5 business days of approving the request.
• Your bank or card issuer then takes a further 5 to 10 days to show the money in your account. That part is outside our control.

Refunds go back to the original payment method. We cannot send a refund to a different account.

5. Failed and duplicate payments

If a payment fails but money has left your account, it is usually returned automatically by your bank or the payment gateway within a few working days. If it has not arrived after 10 days, contact us with the payment reference and we will trace it.

Tell us about a duplicate charge and we will refund it under section 4.

6. Chargebacks

If you think a charge is wrong, please contact us first. Raising a chargeback without contacting us can suspend your account while the bank investigates, which is slower for you than asking us.

7. Taxes

Where a refund is made, taxes charged on the original payment are refunded with it, to the extent the law allows us to recover them.

8. Contact

Write to [email protected] with any question about cancelling or a refund.