Cancellation and refunds

Try the planner before buying

Use Free and the sample reports to decide whether the planner suits you. Silver and Gold are fixed-term online-access purchases with no automatic renewal. We do not offer an additional unconditional satisfaction or money-back guarantee. This does not restrict your statutory rights.

Your right to cancel

You can cancel the online-access purchase without giving a reason during the 14-day period starting the day after the contract is made, when payment is confirmed. The deadline is the end of the fourteenth day, extended to the next working day where required for weekends or public holidays. The confirmation gives the relevant dates. Any longer period or other right required by law also applies.

Tell us by using Plans & access, sending a clear email to the support address shown on this page and your confirmation, or writing to the supplier address. You do not have to use our form or log in to cancel. A cancellation sent before the deadline is in time, even if support processes it later. Include your purchase reference where available; do not send card details or financial-plan figures.

When you request immediate access

If you expressly request that the service starts during the cancellation period and receive the required information, we may deduct only a proportionate amount for service supplied before you cancel. Logging in or downloading a report does not, by itself, remove the cancellation right for this ongoing-access purchase.

Where a deduction is permitted and applies to your purchase, the time-based calculation is: price actually paid multiplied by the duration of completed 24-hour periods since the first successful paid-feature response, divided by the full purchased access duration (using the same time units). Part-days and fractions of a penny are not charged. The charge is capped at the amount paid; no activation, report-download, administration or payment-processing fee is deducted. The online tool shows the calculation before confirmation.

No service deduction is made without the recorded early-start request, required information and confirmed delivery of the accepted terms before the recorded service start. If access has not started, there is no service deduction. A service failure, outage, misleading description or other statutory claim is assessed separately and may require a larger refund; the ordinary time-based calculation is not a limit on those rights.

Silver-to-Gold upgrades

The upgrade has its own cancellation period; it does not restart the original Silver period. If only the upgrade is cancelled, any remaining Silver access keeps its original expiry. A proportionate upgrade deduction, where permitted, uses only the upgrade price and the remaining upgrade period from its payment to the disclosed Gold expiry, not a new 365-day period.

Cancelling the original Silver purchase ends its linked Gold upgrade as well. For that dependent upgrade, this policy refunds the upgrade payment in full to avoid charging twice for the same supplied period. No cancelled or refunded pass can be restored using an old browser or recovery link.

How refunds are handled

We acknowledge online cancellations without delay in a form you can save. We make any refund due without undue delay and within the applicable legal deadline, normally 14 days after being informed of cancellation, using the original payment method unless you expressly agree otherwise. Your bank may take additional time to display it.

Paid access under the cancelled purchase ends when cancellation is recorded, even if the payment provider is still processing the refund. Free remains available. Cancellation does not erase an ordinary plan or report already downloaded to your device. A pending or failed payment-provider response is not confirmation that money has reached you.

Faults, non-delivery and other legal rights

If access is not supplied, does not work as described, or has a material defect, contact support. Depending on the circumstances, the applicable remedy may include correction, repeat performance, a price reduction or a refund. These rights do not disappear after 14 days or after use. Any rights that cannot lawfully be excluded remain unaffected.

After the ordinary cancellation period, a change of mind alone does not attract an additional voluntary refund guarantee. That does not prevent claims about faulty, misdescribed or unsupplied services or digital content, service termination before the agreed end date, or any other entitlement under law. Nothing in this policy is a blanket no-refunds term.

Optional cancellation form

To: the supplier name, geographical address and support email shown above. I/We hereby give notice that I/We cancel my/our contract for the supply of the FutureRetire Planner service. Ordered on: [date]. Purchase reference, if available: [reference]. Name of consumer(s): [name]. Address of consumer(s): [address]. Date: [date]. Signature of consumer(s), only if this form is sent on paper: [signature]. Delete whichever alternatives do not apply. You may instead send any clear cancellation statement.