Refund Policy

This policy has two layers. The first is what the law gives you. The second is what we offer on top of it.

This policy forms part of our Terms of Service.

Your statutory rights

If you are a consumer in the UK or the EU, you have a statutory right to cancel within 14 calendar days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The voluntary policy below sits on top of that right. Nothing in it reduces any right that mandatory consumer law gives you where you live, including your rights under the Consumer Rights Act 2015 if the service is not supplied with reasonable care and skill. Where mandatory law gives you a better outcome than this policy, you get that outcome.

Our voluntary refund policy

All the windows below run from the date of the charge, and are counted in working days.

What counts as use. You have used a plan or a purchase once you have used a feature that only a paid purchase unlocks, or spent a credit from it. Signing in, or viewing your account, pricing or billing pages, does not count.

One-off purchases

We refund a one-off purchase, such as a lifetime plan, in full if you ask within 14 working days of the charge and you have not used it since, as shown in our records.

Credit packs

We refund a credit pack in full if you ask within 14 working days of the charge and not a single credit from that batch has been spent. Your credit history shows exactly what each batch has been used for, so you can check this before you write to us. When we approve the refund, the remaining credits in that batch are withdrawn from your account.

A batch that has been partly or fully spent is not refundable, and neither are credits that have already expired or credits we gave you without payment, such as the signup grant.

Failed generations

A generation that fails, through an error, a timeout or a safety check, is never charged: any credits taken for it return to your balance automatically, with no request needed. A generation that completes but whose result you do not like is not a failure. See section 10.4A of our Terms of Service.

Subscriptions

We refund a first subscription payment in full if you ask within 14 working days of the charge and you have not used the plan since: no paid feature used and no credit from that period spent, as shown in our records.

Renewals follow the same rule: we refund a renewal charge in full if you ask within 14 working days of it and you have not used the plan in the new period.

Once you have used the plan in a period, the charge for that period is final, and we do not refund part of a period pro rata.

To stop the next renewal, cancel your subscription; see section 6 of our Terms of Service. Cancelling takes effect at the end of the current period, so you keep your access until then.

Exceptions we honour outside those windows

Regardless of the windows above, we refund:

• duplicate or unauthorised charges, in full, whenever you report them;
• an incorrect amount, to the extent of the difference.

What we do not refund

• Requests made after the applicable window has closed, unless one of the exceptions above applies.
• A subscription period in which you have already used the plan, in whole or in part.
• A credit batch that has been partly or fully spent, credits that have already expired, and credits we gave you without payment.
• Accounts we terminated for a breach of the Terms of Service, except where the law requires otherwise. Any unspent credits on such an account are forfeited, as set out in section 13 of those Terms.
• Charges from third parties that we did not take, such as your bank's currency conversion or overdraft fees.

How to ask for a refund

Email support@fishwiththemoon.uk with:

• the email address on your account;
• the order or invoice number, or the date and amount of the charge;
• one line on why you are asking.

That is the whole process. There is no form to fill in, and you do not have to justify yourself at length.

How long it takes

We acknowledge every refund request within 3 working days.

Once a refund is approved, we send it back to the original payment method within 5 to 10 working days. How quickly it then appears on your statement is up to your bank or card issuer, and is usually a few more days.

We refund to the original payment method only. We cannot send a refund to a different card, to a different person, or as store credit.

Disputes and chargebacks

If you are unhappy with a decision, reply to us and ask for it to be looked at again. Most issues are resolved within 5 working days.

Please come to us before you raise a chargeback with your bank or card issuer. A chargeback takes weeks, costs both sides money, and we can usually resolve the same problem in a day or two. If you raise one while we are still dealing with your request, we may suspend the account until it is resolved. See section 8 of our Terms of Service.

Nothing here prevents you from exercising your statutory rights, or from complaining to a body that has jurisdiction over us.

Contact us

FISH WITH THE MOON LTD Office 15727 Initial Business Centre, Unit 7 Wilson Business Park, Manchester, United Kingdom, M40 8WN support@fishwiththemoon.uk

You can also use the contact form, though email from your account address is faster for anything to do with billing.