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Refund & Cancellation Policy

Last updated: 24 July 2026 Effective from: 24 July 2026

This policy explains how cancellations, renewals, and refunds work for paid ProTrack subscriptions. It forms part of our Terms of Service. The Service is sold to businesses; statutory consumer cancellation rights do not apply.

Subscriptions are billed in advance

Paid tiers are billed per seat in GBP, in advance, either monthly or annually, and renew automatically until cancelled.

Free trial

Eligible new business customers may receive a 14-day free trial on the Starter or Professional tier. A valid payment card is required. If you cancel before the trial ends, you are not charged. If you do not cancel, the subscription converts automatically to the monthly or annual paid plan selected at checkout.

Trials are limited to one per organisation, account, billing identity, Stripe customer, and payment method. We may refuse or cancel a trial where previous use or attempted circumvention is detected. Customers who are not eligible can still purchase a subscription without a trial; Stripe shows any amount due before checkout is confirmed.

Cancelling

  • You can cancel at any time from Settings → Plan → Manage billing.
  • Cancellation stops the next renewal. Your plan stays active until the end of the period you have already paid for, then the workspace moves to the Free tier.

Refunds

  • Monthly plans. We do not provide pro-rata refunds for the remainder of a monthly period after cancellation; you keep access until the period ends.
  • Annual plans. Annual subscriptions are non-refundable after purchase except where required by law.
  • Discretionary refunds. We may issue a refund at our discretion (for example, a billing error). Contact us and we will review the request.
  • Approved refunds are returned to the original payment method via Stripe and may take several business days to appear.

Failed payments (dunning)

If a renewal payment fails, we will retry and notify you. You have a total window of 14 days (a 7-day reminder period followed by a 7-day grace period) to update payment before the workspace is downgraded to the Free tier. Paid data is retained per our Privacy Policy during this window.

Taxes

Refunds, where given, are of the amount paid including any VAT charged, in accordance with applicable tax rules.

Contact

To request a refund or ask about billing: protrack@akframes.cloud.