Refund Policy

Last updated: July 2026

This policy belongs to HEXRATE LTD (company number 16665404, registered in England and Wales) and applies to all Hexrate subscriptions.

What this means in practice

• Subscription periods start immediately and are delivered over the whole period. Once a billing period has been fully performed, payment for it is not refundable. For brand-new subscriptions, the 14-day consumer withdrawal rules below apply first.
• Cancelling is always free and takes effect at the period end. You keep everything you paid for until then, and no further charges happen.
• Trials, when offered, do not charge until they end. Cancel during the trial and you pay nothing at all. You will receive an email reminder before the trial converts, so the first charge is never a surprise.

Your 14-day withdrawal right

If you are a consumer in the UK or EU, you have a 14-day right to withdraw from an online purchase of services. At checkout you tick a box asking us to start the service immediately and accepting that the right ends once the service has been fully performed for the billing period. In practice:

• If you withdraw within 14 days of subscribing, before the billing period has been fully performed, we refund the price minus a proportionate amount for the service already delivered up to the day you told us.
• Once the billing period has been fully performed, the withdrawal right has ended and the payment is not refundable.

To exercise the right, email [email protected] within the 14 days with a clear statement that you withdraw. Cancelling from the Billing page within those 14 days counts too if you tell us you want a withdrawal rather than a period-end cancellation.

What this policy does not limit

• Your statutory rights. If the service materially fails to work and we cannot fix it within a reasonable time, the law of your country may entitle you to a remedy, including a refund for the affected period.
• Our discretion to make exceptions. We may issue goodwill refunds case by case; using that discretion once does not oblige us to use it again.
• Duplicate or erroneous charges. Genuine billing errors are always corrected in full: contact us.

How to cancel

Billing page, Cancel subscription, confirm. It takes under a minute and does not require contacting anyone. If you have any trouble, email [email protected] and we will process it for you.

Disputes

If you believe a charge is wrong, please contact us first at [email protected]. Billing questions are almost always resolved within one business day, faster than a card dispute.