Refund Policy

1. Your 14-Day Cooling-Off Right (Consumer Contracts Regulations 2013)

As a UK consumer purchasing a digital subscription at a distance through pricepalcompare.com you have a statutory right to cancel within 14 calendar days of the day you place your order and receive a full refund of the amount paid. This applies to every initial subscription purchase — Standard, Premium, Pro, VIP Founder, Early Founder, promotional and discounted tiers alike.

This right is unconditional and does not require you to give a reason.

Regulatory basis: Regulations 29–38 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. How to Request a Refund

You may request a refund in any of the following ways:

• Self-service (fastest): Go to Settings → Subscription → Request Refund Now. If you are within the 14-day cooling-off window, the refund is approved automatically and issued to your original payment method.
• Email: Contact support@pricepalcompare.com from your account email. We will action your request within 14 calendar days of receiving it, in line with Regulation 34.
• Post: PricePAL Compare, Refund Requests, [registered business address available on request from support]. Statutory written notice is honoured from the postmark date.

You may use the model cancellation form contained in Schedule 3 of the 2013 Regulations if you prefer; it is not mandatory.

3. Refund Processing Time

Where you exercise the 14-day cooling-off right, we will reimburse you using the same means of payment used for the original transaction within 14 days of receiving your request, in compliance with Regulation 34(7).

In practice, refunds are processed immediately via Stripe. The amount typically appears back on your card within 5–10 business days, depending on your bank. You will receive an email confirmation from us and a separate notification from Stripe.

4. Use of the Service During the Cooling-Off Period

PricePAL Compare is a digital service. By starting a paid subscription and using Pro features (such as receipt uploads, the AI Kitchen assistant or advanced fuel-tracker views) during your first 14 days, you acknowledge that the service has begun to be supplied within the cooling-off period. Where you cancel within the 14-day window:

• You remain entitled to a full refund of any amount paid;
• Your subscription is set to cancel at period end, so you retain access until the end of the billing period you originally paid for; after that date your account automatically returns to the Free tier;
• Any free Loyalty Pro Months credited to your account remain available for use should you subsequently re-subscribe.

5. Refunds After 14 Days — Consumer Rights Act 2015

Even outside the 14-day cooling-off window, you remain entitled to a refund where:

• The service is not of satisfactory quality, including prolonged or repeated unavailability of paid features;
• The service is not as described on pricepalcompare.com or in any promotional material (Misrepresentation Act 1967);
• The service is not fit for the particular purpose you made known to us before purchase;
• You were charged in error, double-charged, or charged for a tier you did not select;
• A renewal was charged after you submitted a valid cancellation request that we failed to action.

Section 42 of the Consumer Rights Act 2015 entitles you in the first instance to request that we repair or replace the digital service. Where repair/replacement is impossible, disproportionate, or not provided within a reasonable time, you have the right to a price reduction or full refund. PricePAL Compare will not require you to exhaust repair/replacement remedies where doing so would cause significant inconvenience — we will simply refund.

6. Subscription Renewals

Renewal payments (monthly or annual) are not automatically refunded by the self-service flow, because the 14-day cooling-off right under the 2013 Regulations applies to your initial purchase only.

However, you remain entitled to refunds on renewals under the Consumer Rights Act 2015 (see Section 5). Where you have genuinely been unable to use the service, or where a renewal occurred against your intention (e.g. you tried to cancel and could not, or a payment was taken in error), please contact support@pricepalcompare.com — we will review and, in the majority of reasonable cases, refund the renewal in full or pro-rata. Decisions are not arbitrary; we will provide a written reason if a request is declined.

To avoid an unwanted renewal in the future, cancel your subscription at least 24 hours before your next billing date via Settings or via the Stripe Billing Portal.

7. Founder & Promotional Tiers

VIP Founder, Early Founder, and promotional-code subscriptions are governed by exactly the same statutory refund rights set out above. There is no carve-out, fine print, or reduced consumer protection for discounted subscriptions. If you cancel a Founder-tier subscription during the cooling-off window, the grandfathered pricing is forfeited — you will not be able to rejoin that tier once the cohort sells out, but your refund right is not affected.

8. Loyalty & Referral Rewards (Non-Monetary)

The PricePAL Compare Loyalty & Referral Rewards Programme issues rewards in non-monetary form only — Loyalty Points (a gamification metric) and Free Pro Subscription Months. The Programme itself does not constitute a consumer purchase under the Consumer Contracts Regulations 2013 because no monetary consideration is exchanged for participation, and accordingly the rights set out in this Refund Policy apply to your underlying paid subscription, not to Programme rewards.

If you cancel a Pro subscription, any unused Free Pro Months remain attached to your account and apply automatically should you subsequently re-subscribe. They are non-transferable and not refundable in cash.

See Section 20 of our Terms & Conditions for the full Programme rules.

9. Chargebacks

Please contact us before issuing a chargeback with your bank. Most refund requests are resolved within minutes through the self-service flow or by email. Issuing a chargeback for a payment that is eligible for, but has not yet been requested via, our standard refund process is unnecessary and prevents us from supporting you. Your statutory rights under the 2013 Regulations and the 2015 Act are unaffected by this paragraph.

10. Complaints & Independent Resolution

If you are unhappy with how a refund request has been handled, please first contact support@pricepalcompare.com with the words "formal complaint" in your subject line. We will issue a written response within 8 weeks.

Should the matter remain unresolved, you may refer your complaint to:

• Citizens Advice consumer helpline — 0808 223 1133 — citizensadvice.org.uk
• Online Dispute Resolution platform (EU/UK): ec.europa.eu/consumers/odr
• Small Claims Court (England & Wales) for claims up to £10,000.

11. Statutory Rights Are Preserved

Nothing in this Refund Policy excludes or limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Misrepresentation Act 1967, the Unfair Contract Terms Act 1977, or any other applicable UK consumer-protection legislation. Where any term in this Policy conflicts with your statutory rights, your statutory rights prevail.