Policies
Refund and Cancellation Policy
How to cancel a Premium or Platinum membership, what happens to your access, and when you can get your money back.
Cancelling your membership
You can cancel a Premium or Platinum membership at any time yourself: log in, open the Upgrade page and choose Cancel membership in the Your membership section. We confirm by email straight away, and you can choose Keep my membership any time before your paid year ends. If you prefer, send us a message through the Contact page from the email address on your account and we will cancel it for you within two business days.
What happens when you cancel
Your membership will not renew, and you will not be charged again.
You keep your paid features until the end of the year you have paid for.
Your account then returns to free Basic. You keep your login and the Basic article library.
14-day money-back guarantee
If you are not happy with a new membership, ask for a refund within 14 days of paying and we will refund the full amount. The same applies to an annual renewal: ask within 14 days of the renewal charge and we will refund it. However, this does not apply after a member has used an advisor session as some irrecoverable costs are involved during these sessions.
When we refund a payment, the paid features end straight away and your account returns to Basic.
After 14 days
After the 14-day period, payments are not refundable, including for unused time or sessions. You can still cancel so that the membership does not renew.
Upgrading from Premium to Platinum
If you upgrade from Premium to Platinum, your Premium subscription stops as soon as Platinum starts, so you are never billed for both. We automatically calculate the unused part of your Premium year, based on the number of days left, and our team reviews it within two business days. Once approved, the refund goes back to the card you paid with.
How refunds are paid
Refunds go back to the card you paid with, through Stripe. They usually appear within 5 to 10 business days, depending on your bank.
Failed payments and disputes
If a renewal payment still fails after Stripe has retried it, the membership ends, your account returns to Basic and you can upgrade again at any time. If you think you were charged by mistake, please contact us before disputing the charge with your bank. We can usually sort it out faster.
Contact
To cancel, use the Cancel membership button on the Upgrade page. To ask for a refund, send us a message through the Contact page. We reply within two business days.