Cancellation and Refunds

1. Cancelling a subscription

Open the billing page in your account and cancel there. It takes the same number of steps as subscribing did, and it is in the same place.

We do not require a telephone call, an email, a chat session, a reason or a survey, and there is no retention offer between you and the cancel control.

After cancelling you keep access to the paid features until the end of the period you have already paid for. Nothing further is charged.

2. Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from entering into the contract to cancel it and get your money back, without giving a reason.

For digital services that begin during those 14 days, regulation 37 lets that right end early, but only if all three of the following happened:

• you gave express prior consent for the service to start within the 14-day period;
• you acknowledged that you would lose the right to cancel once it had started; and
• we confirmed both of those to you on a durable medium.

This is how we handle it. At checkout you are asked to tick two separate boxes, neither of which is ticked for you, one for each of the first two points. The server checks both again before anything is activated: if either is missing, the subscription is not started. Your order confirmation email then repeats both statements back to you, and that email is the durable-medium confirmation required by regulation 16.

If any of those three steps did not happen properly, your 14-day right to cancel survives in full. And if we failed to tell you about the right to cancel at all, as regulation 13 requires, the cancellation period extends to 12 months and 14 days.

If you cancel within the statutory period after the service has started with your consent, you pay only for the part of the service supplied up to the moment you told us, and we refund the rest.

3. A fresh 14 days after every renewal

Beyond what the law currently requires, we give you a new 14-day cancellation window after every renewal, not only at the start.

These are the subscription rules in Part 4 Chapter 2 of the Digital Markets, Competition and Consumers Act 2024. Those rules are not yet in force — they are expected in spring 2027. We have chosen to apply them now, voluntarily and in advance of the date they become binding. In practice that means all of the following, today:

• Key information before you commit. A separate screen before checkout showing the amount, the billing period, the date of the next charge and how to cancel.
• A reminder before every charge. A standalone email, sent on its own and never bundled into a marketing message, restating the subscription and how to end it. Annual plans get one a year.
• An initial 14-day cooling-off period, as the 2013 Regulations already provide.
• A further 14-day cooling-off period after each renewal.
• Easy exit. Cancelling is no harder than subscribing.

We also do not use any of the patterns those rules are aimed at: no pre-ticked renewal boxes, no hidden cancel control, no multi-step retention flow, and no free period that rolls silently into a paid one without telling you first.

4. Refunds

Subscriptions

• Cancel within a cancellation window described above — the initial one or a post-renewal one — and we refund what you paid for that period, less the value of any service already supplied at your request.
• Cancel outside those windows and the subscription runs to the end of the period you have paid for, then stops. We do not refund part-used periods as a matter of course.
• If we close your account for a reason that is not a breach by you, we refund the unused part of the period.
• If the service did not work as described, none of this displaces your statutory remedies under the Consumer Rights Act 2015. See section 6.

The monthly allowance

The allowance is a usage limit, not money and not a stored balance, so it cannot be refunded in itself. There are no packs to buy and nothing to have a balance in. Unused allowance simply expires at the end of the period.

Results you are unhappy with

If a calculation looks wrong, tell us at support@londonsockcomp.shop with your inputs and we will check it. If the service got it wrong we will say so, fix it, and refund the period. We do not offer unconditional refunds for results you simply disagree with, and we will always explain which it is.

How to ask for a refund

Email support@londonsockcomp.shop with:

• the email address on the account,
• the date of the charge, and
• what you would like refunded and why.

We reply within two working days and settle approved refunds within 14 days, to the payment method you originally used. There is no fee for a refund.

5. Payment disputes

If you do not recognise a charge, or think one is wrong, please contact us at support@londonsockcomp.shop before raising it with your bank or card issuer. We can almost always resolve it faster than a chargeback can, and we will refund promptly where a refund is due.

Raising a dispute with your bank does not remove any of your rights against us, and we will not close your account merely for raising one. We may suspend paid features while a disputed charge is unresolved, and we will tell you if we do.

We are not signed up to any alternative dispute resolution scheme and are not required to be. If we cannot agree, you are free to go to court.

6. Your statutory rights are unaffected

Nothing on this page affects your statutory rights. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for any purpose you told us about, and as described. If it is not, you have a right to repair or replacement and then to a price reduction. Section 47 of that Act means those rights cannot be excluded or limited by anything we write, and we do not try to.

7. Statutory cancellation form

You do not have to use this form — an email or the cancel control in your account works just as well — but it is set out here because the Regulations require it to be available. This is the model form in Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8. Contact

support@londonsockcomp.shop
+44 20 3879 4558

Company registration details are on the legal information page.