Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy explains your rights when purchasing a subscription to CompsPilot, operated by Ginger Squid Ltd. We are committed to fair and transparent billing practices and to compliance with UK consumer protection law. This policy should be read alongside our Terms of Service and Privacy Policy.

2. Your consumer rights in the UK

2.1 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your subscription within 14 days of purchase without giving any reason.

If you cancel within the 14-day cooling-off period before using paid features, you will receive a full refund. If you request immediate access to paid features during the cooling-off period, you can still cancel within 14 days, but we may deduct a proportionate amount for the Service provided up to the time you told us you wished to cancel, where the law permits.

At checkout, we may ask you to confirm the following before paid access starts:

I request immediate access to paid CompsPilot features during the 14-day cancellation period and understand that, if I cancel during that period, I may be charged a proportionate amount for the Service provided up to cancellation.

2.2 How to exercise your right to cancel

To cancel within the 14-day cooling-off period, go to Settings → Account → Manage billing and select "Cancel Subscription", or email us at support@compspilot.co.uk with your account details. We will process your cancellation within 1-2 business days and issue any refund due within 14 days of receiving your cancellation notice.

3. Subscription plans

3.1 Available plans

In addition to the free plan, CompsPilot offers the following paid subscription plans:

• Plus Plan - enhanced features, available monthly or annually.
• Pro Plan - all Plus features, with additional premium features such as household accounts, data export and priority support, available monthly or annually.

Current prices for each plan, including any annual discount, are shown on our pricing page (https://compspilot.co.uk/pricing) and at checkout. All prices include UK VAT at the applicable rate.

3.2 Billing cycle

Monthly subscriptions are billed on the same day each month. Annual subscriptions are billed once per year on the anniversary of your subscription start date. Paid plans renew automatically for successive periods unless cancelled.

3.3 Free trial

If we offer a free trial, you will not be charged until the trial ends. You can cancel at any time during the trial without being charged. If you do not cancel before the trial ends, you will automatically be charged for your chosen plan.

Where we offer a free or discounted trial, we will tell you before the trial ends when payment will be taken and how to cancel.

4. How to cancel your subscription

4.1 Cancellation process

You can cancel your subscription at any time through:

• Settings → Account → Manage billing → Cancel Subscription;
• the Stripe Customer Portal, via "Manage Subscription"; or
• emailing support@compspilot.co.uk with your cancellation request.

4.2 When cancellation takes effect

When you cancel outside the 14-day cooling-off period, your subscription remains active until the end of your current billing period, and you continue to have access to premium features until it expires. You will not be charged for the next billing period, and after expiry your account reverts to the free plan.

4.3 No partial refunds after 14 days

After the 14-day cooling-off period, cancellation does not usually result in a partial refund. You retain access to premium features until the end of your paid period, but you will not receive a refund for unused time unless we are required to provide one by law or we agree to do so in exceptional circumstances.

5. Refunds

5.1 Refunds during the 14-day cooling-off period

If you cancel during the 14-day cooling-off period, you are entitled to a refund subject to any lawful proportionate deduction for paid access you requested and received before cancellation.

5.2 Full refunds

You are entitled to a full refund where:

• you cancel within the 14-day cooling-off period before using paid features;
• you were charged incorrectly due to a system error;
• you were charged more than once for the same subscription;
• a charge was made without your authorisation; or
• we failed to provide the Service as described and a full refund is the appropriate remedy under consumer law.

5.3 Partial refunds

Partial refunds may be issued where legally required or at our discretion in exceptional circumstances, such as extended service outages preventing use of the platform, significant changes to features that materially reduce your subscription value, or other exceptional circumstances assessed case by case.

5.4 No refunds

Refunds are not usually issued for:

• cancellations after the 14-day cooling-off period, unless exceptional circumstances apply;
• unused portions of monthly or annual subscriptions after the cooling-off period;
• change of mind after the cooling-off period;
• failure to cancel before the next billing cycle;
• account termination for your material breach of our Terms of Service; or
• dissatisfaction with competition results or prizes, because we do not run the competitions.

This section does not affect any statutory rights you may have.

5.5 How to request a refund

Email support@compspilot.co.ukwith the subject "Refund Request", including your account email address, the order or transaction ID, the reason for your request and any supporting information. We will review and respond within 5 business days. If approved, refunds are processed within 14 days to your original payment method.

6. Payment failures

6.1 Failed payments

If your payment method is declined or fails, we will notify you by email and in-app. We will attempt to charge your payment method up to 3 times over 7 days. Your subscription may be suspended if payment cannot be processed, and after 14 days of failed payment your subscription may be cancelled.

6.2 Updating payment information

You can update your payment method at any time through Settings → Account → Manage billing → Update Payment Method, which opens the Stripe Customer Portal where you can securely update your details.

7. Downgrades and upgrades

7.1 Upgrading your plan

When you upgrade from Free to a paid plan, or from Plus to Pro, the upgrade takes effect immediately. You are charged a pro-rated amount for the remainder of your billing period, and your next full charge is at the new plan rate.

7.2 Downgrading your plan

When you downgrade from Pro to Plus, or to Free, the downgrade takes effect at the end of your current billing period. You retain access to your current plan features until the period ends. No refund is issued for the difference in pricing unless legally required or expressly agreed, and you are charged at the new lower rate thereafter.

8. Price changes

We may change our subscription pricing. If we increase prices, we will give at least 30 days' advance notice by email. The new price will apply from your next billing cycle after the notice period, and you may cancel before the change takes effect. For annual subscriptions, price changes do not take effect until your subscription renews.

9. VAT and invoices

9.1 VAT

All prices displayed include UK VAT at the applicable rate, currently 20%. VAT is calculated based on your billing address.

9.2 Invoices

You can access your invoices at any time through Settings → Account → Manage billing → View Invoices, the email receipts sent after each payment, or the Stripe Customer Portal.

10. Billing support

If you have any questions about billing, refunds or cancellations, contact us at support@compspilot.co.uk. We aim to respond to billing enquiries within 2 business days.

11. Dispute resolution

If you are not satisfied with our response to a billing or refund issue, you may escalate the matter to our team at support@compspilot.co.uk, dispute charges with your card issuer where appropriate, or seek resolution through the UK courts or alternative dispute resolution services.

If you initiate a chargeback, we may suspend your account pending resolution of the dispute where reasonably necessary. Fraudulent chargebacks may result in account termination.

12. Changes to this policy

We may update this Refund and Cancellation Policy from time to time. We will notify you of significant changes by email and by updating the "Last updated" date at the top. Changes take effect on posting unless otherwise stated.

13. Contact us