Refund policy

1. Billing model

SelfSubmit is sold as a recurring monthly subscription billed through Stripe. Your plan price is shown on the Pricing page before checkout.

New first-time subscribers may receive a promotional free trial (currently up to 90 days) when offered at checkout. A card is collected to start the trial, but you are not charged during the trial. The first paid charge is due when the trial ends, unless you cancel beforehand. Returning customers who previously held a subscription are not normally offered another free trial.

2. UK consumer rights

If you are a consumer in the UK, you have statutory rights under the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits rights that cannot be excluded by law.

For digital services, you may have a 14-day right to cancel after purchase if you have not started using the service with your agreement. By creating an account and using paid features during that period, you may be asked to acknowledge that the service has begun and that your cancellation right may be affected.

3. When we refund

• Duplicate or erroneous charges — we will refund confirmed billing errors.
• Service not provided — if a prolonged outage prevents meaningful use and we cannot restore access within a reasonable time, we may offer a pro-rata credit or refund at our discretion.
• Cooling-off — where the law requires a refund within the cancellation period and you have not consented to immediate supply, we will process it.

4. When we typically do not refund

• Change of mind after you have used the service during the current paid billing period
• Failure to cancel before a free trial ends or before a paid renewal (see our Cancellation policy)
• Issues caused by inaccurate data you entered or third parties outside our control (for example HMRC downtime)
• Partial use of a month after the billing date — subscriptions are not normally refunded mid-cycle

5. How to request a refund

Email support@selfsubmit.co.uk with your account email, the charge date, and reason. We aim to respond within five working days. Approved refunds are returned to the original payment method via Stripe.

6. Chargebacks

Please contact us before raising a card chargeback so we can resolve the issue. Unfounded chargebacks may lead to account suspension.