Pro Kit gives you access to the directory as soon as you pay, so the rules on refunds are set out in the Terms of Service. In short:
No cooling-off period
When you subscribe, you ask us to start the service straight away, and your access begins immediately. That means there's no 14-day cooling-off period, and the fee for the current month isn't refundable.
Cancelling part-way through a month
You keep access until the end of the period you've paid for. Fees already paid aren't refunded, and there's no partial refund for unused days. See Cancelling your subscription.
Payments taken in error
If we take a payment we shouldn't have, for example:
- a duplicate charge
- a charge after you cancelled
- an amount different from the one shown to you
email [email protected] quoting your Membership ID. Once we agree it was taken in error, we'll refund it within 14 days, to the same payment method where possible. You don't need to make a complaint.
Other refund requests
For anything else, email [email protected] with your Membership ID, what you're asking for and why. We'll reply within 14 working days, either refunding you or explaining why not. If you're asking for a refund because you're unhappy with the service, that's handled as a complaint, so please send it to [email protected].
None of this affects your statutory rights. If the service isn't of satisfactory quality, fit for purpose or as described, you have rights under the Consumer Rights Act 2015.
