Occasionally, it will be necessary for us to request some further information from you to support your request for a refund. Refunds will be processed in line with our Terms of Service, which you agree to when joining the service. Below are examples of evidence that maybe requested for different scenarios.
I’ve already cancelled by email, and I’m still being charged.
If you cancelled your subscription via email, and we are unable to locate any correspondence from yourself, we will require you to forward us your original message. If you've deleted the email, please check your deleted file.
If you believe that you made your cancellation via an alternative email address, please supply this so we can search our email archives for messages from this address.
If you received a cancellation confirmation email from us, please forward a copy of this.
I’ve already cancelled through your auto-cancel service, and I’m still being charged.
When you cancel via our auto-cancel service you will receive an email confirming the cancellation, which is sent immediately to the account holders email address. If you have received this and you believe your account is still active please contact us as soon as possible.
Please note we cannot accept cancellation requests via Facebook/Twitter/Text.
I’ve already cancelled by phone, and I’m still being charged.
If you spoke to one of our customer service team to process your cancellation, and your account remains active; simply provide the number you called from (if you are unsure, please supply all of the possible options) and we will gladly check for the numbers you provide.
The app didn't work.
What do we need from you? Nothing! Our technical team, who are fully GDPR compliant, will be able to confirm any activity on your account and highlight any issues that may have occurred. It is possible that the app was incorrectly installed which is why you haven’t been able to use the service, in which case if you would like us to, we can assist with getting you up and tracking in no time.
What happens next?
Once you have provided the evidence we require, we will look to process your cancellation in line with our Terms of Service. Remember, we are here to help and ensure that our service is flexible enough to suit your individual needs, if you need to cancel just let us know!