Refund Policy
1. Overview
needs-to-stay is a digital service that is delivered to you immediately when you publish a page. This policy explains your cancellation and refund rights, and our practical, fair stance on refunds. It applies to the one-time payments made through the Service and should be read with our Terms of Service.
2. What you are paying for
When you pay £4 (a 30-day window) or £9 (a 90-day window), you are buying immediate publication of your page for a fixed period. Publication begins as soon as your payment is confirmed, and the page automatically goes offline when the window ends.
3. Your cancellation rights and immediate performance
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have a 14-day "cooling-off" period to cancel a distance contract. However, because publishing your page delivers the digital service to you immediately, by choosing to publish you:
- expressly request that we begin providing the service immediately, before the 14-day cancellation period ends; and
- acknowledge that you will lose your statutory right to cancel for the portion of the service that has been delivered.
In other words, once your page has gone live, the 14-day right to cancel no longer applies to the part of the service you have already received.
4. Our refund stance
We want the Service to be fair, so:
- Technical fault — refund available. If you paid to publish a page but a genuine technical fault on our side prevented it from going live (and we could not promptly fix it), you can request a full refund within 14 days of payment.
- Goodwill — at our discretion. Outside of a technical fault, we may offer a discretionary goodwill refund or credit on a case-by-case basis. This is not guaranteed.
- Change of mind — no refund. We do not give refunds simply because you no longer want a page once it is live, because the publication window has run or is running, or because you are unhappy with the outcome of the case the page presents.
- Breach or takedown — no refund. If we remove a page or suspend your account because of a breach of our Terms or Acceptable Use Policy, you are not entitled to a refund of the unused portion of the window.
None of the above limits your non-excludable statutory rights as a consumer under the laws of England and Wales — for example if the service was not provided with reasonable care and skill.
5. How to request a refund
Email mark@cracksoft.dev from the email address associated with your account. Please include the page subdomain, the date and amount of payment, and a description of the issue. We may ask for further detail to verify the request.
6. How long refunds take
Where a refund is due, we aim to approve and initiate it within 5 business days of agreeing it. Refunds are made through Stripe to your original payment method. After we initiate the refund it can take several additional business days for your bank or card provider to show the funds, which is outside our control.
7. Changes to this policy
We may update this Refund Policy from time to time. The current version, with its "last updated" date, is always published here.
8. Contact
Questions about refunds can be sent to mark@cracksoft.dev.