Refund Policy - EasiSplit

1. Overview

This Refund Policy explains the terms under which EasiSplit, a sole trader business operating under UK law, provides refunds for our expense splitting platform services. We are committed to customer satisfaction while maintaining fair business practices in compliance with UK consumer protection law and Stripe's payment processing requirements.

This policy applies to all subscription payments processed through our Service and should be read in conjunction with our Terms of Service and Privacy Policy.

2. Subscription Services

2.1 Service Description

EasiSplit offers subscription-based premium features for our expense splitting platform. Our services are digital in nature and provided immediately upon payment confirmation.

2.2 Payment Processing

All payments are processed through Stripe. Refunds, when applicable, will be processed back to the original payment method used for the purchase.

3. 30-Day Satisfaction Guarantee

3.1 New Premium Subscriptions

We offer a 30-day satisfaction guarantee for new premium subscriptions. If you are not satisfied with our premium features, you may request a full refund within 30 days of your initial subscription payment.

3.2 Eligibility Criteria

To be eligible for our 30-day guarantee, the following conditions must be met:

Request must be made within 30 days of the initial premium subscription payment
Must be your first premium subscription with EasiSplit
Account must not have violated our Terms of Service
Request must be made in good faith (not for fraudulent purposes)

3.3 What's Not Covered

The 30-day guarantee does not apply to:

Subscription renewals (only the initial payment)
Accounts that have previously received a refund
Requests made after 30 days from initial payment
Accounts terminated for Terms of Service violations

4. UK Consumer Rights

4.1 Distance Selling Regulations

Under UK law, consumers have certain rights when purchasing digital services online. However, by beginning to provide the Service immediately upon payment, you acknowledge that you waive your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, unless you specifically request otherwise before we begin providing the service.

4.2 Consumer Rights Act 2015

You have rights under the Consumer Rights Act 2015 if our digital service is not as described, not fit for purpose, or not of satisfactory quality. In such cases, you may be entitled to:

A repair or replacement of the service (where possible)
A price reduction
A refund (in certain circumstances)

4.3 Faulty Service

If our Service has a fault that makes it unusable or significantly impairs its functionality, and we cannot fix the issue within a reasonable time, you may be entitled to a full or partial refund.

5. Exceptional Circumstances

5.1 Service Interruptions

If our Service experiences significant interruptions or becomes unavailable for extended periods due to issues on our end, we may provide refunds or service credits at our discretion.

5.2 Billing Errors

If you have been charged incorrectly due to a technical error, unauthorized duplicate charges, or billing system malfunction, we will provide a full refund for the incorrect charges.

5.3 Fraudulent Transactions

If you report fraudulent use of your payment method for EasiSplit subscriptions, we will work with you and Stripe to investigate and resolve the issue, including providing refunds where appropriate.

6. Refund Exclusions

Refunds will not be provided in the following circumstances:

6.1 Change of Mind

Requests made after the 30-day guarantee period
General dissatisfaction without service faults
Decision to stop using the Service for personal reasons

6.2 Terms of Service Violations

Accounts terminated for violating our Terms of Service
Misuse of the Service or abusive behavior
Fraudulent refund requests

6.3 Partial Usage

Subscription periods that have been partially used (except during guarantee period)
Services already delivered and consumed
Data export completed before refund request

7. How to Request a Refund

7.1 Contact Information

To request a refund, email us at: hello@easisplit.com
Subject line: "Refund Request"

7.2 Required Information

Please include the following information in your refund request:

Your account email address
Date of the payment you wish to refund
Reason for the refund request
Any relevant details or issues experienced
Stripe payment confirmation (if available)

7.3 Response Time

We aim to respond to all refund requests within 2 business days. Complex cases may require additional investigation and could take up to 5 business days.

8. Refund Processing

8.1 Processing Time

Once approved, refunds are processed immediately through Stripe. However, the time it takes for the refund to appear in your account depends on your payment provider:

Credit/Debit Cards: 5-10 business days
Bank Transfers: 3-5 business days
PayPal: 1-3 business days

8.2 Refund Method

Refunds will be processed back to the original payment method used for the purchase. We cannot process refunds to different payment methods or accounts.

8.3 Confirmation

You will receive email confirmation when your refund has been processed, including the transaction reference number from Stripe.

9. Chargebacks and Disputes

9.1 Contact Us First

If you have any billing concerns, please contact us directly before initiating a chargeback with your bank or payment provider. We're committed to resolving issues fairly and promptly.

9.2 Chargeback Process

If you initiate a chargeback without first contacting us, we will provide evidence of the legitimate charge to your payment provider. This may include:

Proof of service delivery
Account usage logs
Communication records
These Terms of Service and Refund Policy

9.3 Account Access

Accounts with disputed charges may have their access suspended pending resolution of the dispute.

10. Subscription Cancellation

10.1 How to Cancel

You can cancel your subscription at any time by:

Using the cancellation option in your account settings
Emailing us at hello@easisplit.com with subject "Subscription Cancellation"

10.2 Effect of Cancellation

When you cancel your subscription:

Your subscription will remain active until the end of the current billing period
You will not be charged for subsequent billing periods
No partial refunds will be provided for the current billing period (except during guarantee period)
You will lose access to premium features at the end of the billing period

11. Service Credits

In some cases, instead of monetary refunds, we may offer service credits. Service credits:

Can be applied to future subscription payments
Do not expire unless your account is terminated
Cannot be transferred to other accounts
Cannot be exchanged for cash

12. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or service offerings. Material changes will be communicated to existing subscribers via email at least 30 days before they take effect.

The most current version of this policy will always be available on our website.

13. Contact Information

For all refund-related inquiries:

Email: hello@easisplit.com
Subject Line for Refunds: "Refund Request"
Subject Line for Policy Questions: "Refund Policy Inquiry"
Response Time: 2 business days for standard requests
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM GMT

13.1 Escalation

If you're not satisfied with our initial response to your refund request, you may escalate by:

Replying to our email with "ESCALATE" in the subject line
Providing additional details about your concern
Requesting review by a senior team member

13.2 External Dispute Resolution

If you remain unsatisfied after our internal escalation process, you may:

Contact your local Trading Standards office
Use the EU Online Dispute Resolution platform (if applicable)
Seek advice from Citizens Advice
Consider small claims court for amounts under £10,000

14. Legal Compliance

This Refund Policy complies with:

UK Consumer Rights Act 2015
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Payment Services Regulations 2017
Stripe's Terms of Service and payment processing requirements
General Data Protection Regulation (UK GDPR)

This policy does not override your statutory rights as a consumer under UK law.