Cancellation and refund policy

1. How to cancel

One button, in your account settings, at any time. No phone call, no retention conversation, no form asking you to explain yourself, and no requirement to give notice. If you signed up online you can cancel online — the law will shortly require exactly that, and we would rather not have built it any other way.

Cancelling stops the next payment. Your subscription, your site and your galleries continue until the end of the period you have already paid for. If you would rather it stopped immediately, tell us and we will do that instead.

If you cannot reach your account for any reason, emailing billing@noddable.com from the address on the account is enough, and takes effect from the day we receive it.

2. The free trial

The trial lasts 14 days and we do not take card details to start it. Nothing is charged when it ends and there is nothing to cancel — if you do not subscribe, the account simply becomes inactive. We will email you three days before it ends so the date is never a surprise.

3. Your 14-day cancellation right

If you are a consumer — buying wholly or mainly outside your trade, business, craft or profession — you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of entering the contract, and to a full refund.

One qualification, and we would rather state it plainly than bury it. A subscription starts working the moment you pay for it, and to give you that we have to begin supplying the service within the 14-day window. Where you have asked us to start immediately and we have, the law lets us charge for what you have actually used up to the point you cancel. In practice we do not. If you cancel within 14 days of first subscribing, we refund the whole payment, whether or not you have used the service. We reserve the statutory position only against obvious abuse — for example repeatedly subscribing and cancelling to use the service without paying for it.

To exercise the right, cancel in your account settings or write to billing@noddable.com. You may use the model cancellation form in the Regulations but you do not have to. Refunds are made within 14 days of us being told, to the payment method you used.

If you are a business customer, this statutory right does not apply to you. The voluntary 14-day refund in clause 4.1 does.

4. When we refund

1. Within 14 days of first subscribing — a full refund, to anyone, consumer or business, on request.
2. An annual plan cancelled part way through — we refund the unused whole months remaining. You are not locked into a year you no longer want.
3. A monthly plan cancelled part way through a month — no refund of that month; the service continues to the end of it. Ask us if the circumstances are unusual and we will look at it.
4. We remove or materially reduce a feature you rely on — a pro-rata refund of the period after the change, as set out in clause 4.2 of the terms.
5. We raise the price and you do not want to continue — cancel before it takes effect and nothing further is charged.
6. Charged in error, or charged after cancelling — refunded in full as soon as we find out, whether or not you noticed first.
7. A serious failure on our part — your rights under the Consumer Rights Act 2015 to a repair, a price reduction or a refund are unaffected by anything in this policy.

Refunds go back to the original payment method within 14 days, usually within three working days. VAT is refunded with the fee.

We do not generally refund a subscription simply because it went unused across a longer period — but if that is what happened, write to us and tell us. We would rather resolve it than have you feel taken advantage of.

5. What happens to your work

1. Your published site comes down at the end of the period you have paid for. Your files do not go with it.
2. For 30 days afterwards you can still sign in and export everything — photographs at original size, not web copies — at no charge.
3. After 90 days from the end of the subscription we delete your content from live systems. It falls out of backups within a further 35 days.
4. Ask us to delete it sooner and we will, within 30 days. Ask us to keep it longer and we will usually agree, free, if you tell us before the 90 days is up.
5. If you connected your own domain, it remains yours. Point it elsewhere whenever you like — we do not hold it and cannot keep it.
6. There is never a fee to export your data. It is not an upsell and it never will be.

6. Changing plan instead of cancelling

Upgrades take effect immediately and you pay the difference pro rata. Downgrades take effect at your next renewal, so you keep what you have paid for. If a downgrade would put you over the storage allowance of the smaller plan, we will tell you exactly how much you need to remove, and nothing is deleted automatically.

7. If we end the contract

If we end it for convenience — on 60 days' notice, under clause 13.3 of the terms — we refund everything covering the period after it ends and give you the full export window.

If we terminate for a serious breach of the acceptable use policy, no refund is due. Your content is still retained for the usual period so you can export it, unless the law requires otherwise.

8. Price changes

We give at least 30 days' notice by email before any price change applies to you. A change never takes effect part way through a period you have already paid for. Renewal reminders always state the amount that will be taken and the date, so a price change cannot arrive unannounced in a payment.