Refund Policy

This policy has two layers. The first is what the law gives you, which we cannot reduce and are not trying to. The second is what we offer on top, which is deliberately wider. Read the first layer as the floor and the second as what we will actually do.

This policy forms part of our Terms of Service.

Your statutory rights

If you are a consumer in the UK or the EU, you have a statutory right to cancel within 14 calendar days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For digital content, that right ends once you have asked us to supply the content immediately and acknowledged the loss of the cancellation right, which you do when you complete the purchase. For services such as subscriptions, cancelling within the period entitles you to a refund reduced in proportion to the service already supplied.

Nothing in the voluntary policy below replaces or reduces these rights. Our voluntary window is deliberately wider than the statutory one.

The acknowledgement referred to above is set out in section 5.3 of our Terms of Service. You also keep every other right the law gives you, including your rights under the Consumer Rights Act 2015 if the service is not supplied with reasonable care and skill.

Our voluntary refund policy

All the windows below run from the date of purchase, and are counted in working days.

One-off purchases

We refund a one-off purchase, such as a lifetime plan, in full if you ask within 14 working days of the purchase and you have not used what you bought.

Credit packs

We refund a credit pack in full if you ask within 14 working days of the purchase and not a single credit from that batch has been spent. Your credit history shows exactly what each batch has been used for, so you can check this before you write to us. When we approve the refund, the remaining credits in that batch are withdrawn from your account.

A batch that has been partly or fully spent is not refundable, and neither are credits that have already expired.

Subscriptions

For a first subscription, if you ask within 14 working days of the purchase we refund the amount you paid, less a proportionate deduction for the part of the period you have already had. This mirrors how the Consumer Contracts Regulations treat a cancelled service, and it avoids any argument about what counts as "used".

Renewals are not normally refunded, because you were told the renewal date in advance and could have cancelled before it. We do make exceptions, and we look at every request individually. If a renewal caught you out, write to us and say so.

To stop the next renewal, cancel your subscription; see section 6 of our Terms of Service. Cancelling takes effect at the end of the current period, so you keep your access until then.

Exceptions we honour outside those windows

Regardless of the windows above, we refund:

• duplicate or unauthorised charges, in full, whenever you report them;
• an incorrect amount, to the extent of the difference;
• a continuous outage of more than 72 hours caused by us, pro rata for the period affected. Planned maintenance we announced in advance does not count towards this.

What we do not refund

• Requests made after the applicable window has closed, unless one of the exceptions above applies.
• Any part of a period you have already used, beyond the proportionate refund described above.
• A credit batch that has been partly or fully spent, and credits that have already expired.
• Accounts we terminated for a breach of the Terms of Service, except where the law requires otherwise. Any unspent credits on such an account are forfeited, as set out in section 13 of those Terms.
• Charges from third parties that we did not take, such as your bank's currency conversion or overdraft fees.

When Waffo Pancake is the merchant of record

Waffo Pancake is the merchant of record for purchases on TanStarter Demo. It takes the payment, issues the invoice, and processes refunds. We instruct Waffo Pancake to apply this policy, and where you are entitled to a refund under it we will arrange that refund with them on your behalf. Waffo Pancake also operates its own terms, so write to us at support@example.com first and we will take it from there.

How to ask for a refund

Email support@example.com with:

• the email address on your account;
• the order or invoice number, or the date and amount of the charge;
• one line on why you are asking.

That is the whole process. There is no form to fill in, and you do not have to justify yourself at length.

How long it takes

We acknowledge every refund request within 2 working days.

Once a refund is approved, we send it back to the original payment method within 5 to 10 working days. How quickly it then appears on your statement is up to your bank or card issuer, and is usually a few more days.

We refund to the original payment method only. We cannot send a refund to a different card, to a different person, or as store credit.

Disputes and chargebacks

If you are unhappy with a decision, reply to us and ask for it to be looked at again. A different person will review it and answer within 5 working days.

Please come to us before you raise a chargeback with your bank or card issuer. A chargeback takes weeks, costs both sides money, and we can usually resolve the same problem in a day or two. If you raise one while we are still dealing with your request, we may suspend the account until it is resolved. See section 8 of our Terms of Service.

Nothing here prevents you from exercising your statutory rights, or from complaining to a body that has jurisdiction over us.

Contact us

FISH WITH THE MOON LTD Suite 13512, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ support@example.com

You can also use the contact form, though email from your account address is faster for anything to do with billing.