Refund policy
This policy applies to paid subscriptions for our browser-based planning tools (including Load Filler and related properties), processed through Stripe unless we agree otherwise in writing.
1. Annual (full-year) subscriptions
If you purchase an annual or yearly billing plan (a single charge for a full year of access), you may request a refund within 30 days of the date of that charge. Refunds are not available after 30 days for annual plans.
To request a refund, contact us using the details on our contact page with the email address used at checkout and your Stripe receipt or payment reference. Approved refunds are returned to the original payment method where possible.
2. Monthly subscriptions
Refunds are not available for monthly subscriptions. Each monthly payment covers access for that billing period. If you no longer want the service, cancel before your next renewal date (see below).
3. Cancellation (all plans)
You may cancel any subscription at any time. Cancellation stops future charges; it does not automatically refund amounts already paid except where section 1 applies (annual plans within 30 days).
- Account holders: use "Manage or cancel subscription" on your account page to open the Stripe customer billing portal.
- Otherwise: email us from the address on the subscription and we will help you cancel.
After cancellation, you typically retain access until the end of the current paid period (month or year), depending on how Stripe processed the subscription.
4. Free trials
Where a free trial is offered, you will not be charged until the trial ends if you cancel before then. If you are charged after a trial, the refund rules above apply to the first paid charge (annual within 30 days; monthly non-refundable once the period has started).
5. Chargebacks and abuse
Please contact us before initiating a chargeback so we can resolve the issue. We may suspend access where we reasonably believe a subscription or refund request is fraudulent or abusive.
6. Your statutory rights
Nothing in this policy removes mandatory consumer rights that apply to you under UK or other law (for example, where you are a consumer and statutory cooling-off or defective-service remedies apply). This policy is in addition to those rights, not a replacement.
7. Related policies
See also our Terms & conditions, Privacy policy, and Pricing.
8. Contact
For refund or billing questions, use our contact page or the details published on nexterragroup.co.uk.