We want you to be happy with your understudy. This policy explains how cancellations and refunds work. It sits alongside your rights under UK consumer law, which it does not remove.
The one-off setup fee covers configuration work that begins as soon as you check out. Because this work is bespoke and starts promptly, the setup fee is non-refundable once configuration has begun. If you cancel before we have started, we will refund it in full.
You can cancel your monthly subscription at any time. Cancellation takes effect at the end of your current billing period, and you will not be charged again. We do not provide partial refunds for the current period, but your understudy stays active until the period ends.
If you are a consumer in the UK, you normally have 14 days to cancel a purchase made online. Because the Service involves bespoke setup that begins quickly, by checking out and asking us to start you acknowledge that work may begin during this period; where it has, the non-refundable setup provision in section 1 applies. Any monthly amounts not yet used will be handled in line with your statutory rights.
If your understudy isn't working as described, contact us first — we'll fix it. If we can't, we'll work out a fair resolution, which may include a refund of recent charges. We always aim to be reasonable.
Email info@urbanace.co.uk from the address on your account. We'll confirm within one working day.