Refund & Cancellation Policy

Document: Refund & Cancellation Policy Effective Date: 1 March 2026 Version: 1.0

Table of Contents

1. Introduction
2. How to Cancel Your Subscription
3. What Happens When You Cancel
4. Cooling-Off Period
5. Refund Policy
6. How to Request a Refund
7. Failed Payments
8. Price Changes
9. Studio Plans 9A. Top-Up Credit Packs 9B. Commercial Audio Licences
10. Renewal Reminders
11. Your Consumer Rights
12. Contact

1. Introduction

This Refund & Cancellation Policy explains how cancellations, refunds, and billing work for TheraScript subscriptions. It is written in plain English to help you understand your options.

This policy supplements Section 4 (Subscription & Billing) and Section 10 (Refunds & Cancellation) of our Terms of Service ("ToS"). The ToS contain the binding contractual terms. Where this policy and the ToS conflict, the ToS prevail.

TheraScript is operated by TheraScripts, a company registered in England & Wales (company number 16196583), with its registered address at 167-169 Great Portland Street, London, England, W1W 5PF.

2. How to Cancel Your Subscription

Cancelling your subscription is straightforward and can be done entirely online:

• Go to Account Settings > Subscription in the TheraScript platform.
• Click Cancel Subscription and follow the on-screen prompts.
• You will receive a confirmation email within 24 hours of your cancellation.

(This provision anticipates requirements under the Digital Markets, Competition and Consumers Act 2024, expected to take effect in autumn 2026. Cancelling is designed to be as easy as subscribing.)

Important details:

• Cancellation takes effect at the end of your current billing period. You are not charged again.
• You retain full access to paid features until your billing period ends.
• You can cancel at any time — there is no minimum commitment, notice period, or cancellation fee.

If you have difficulty cancelling through the platform, use our contact form (select "Subscription & Cancellation") and we will process the cancellation for you.

3. What Happens When You Cancel

When your billing period ends after cancellation:

• Your account is downgraded to the Free tier. It is not deleted.
• Your data is preserved. Scripts, client records, and settings remain in your account.
• Paid features — such as unlimited generation, clean exports (PDF/DOCX without watermarks), and audio generation — become restricted to Free tier limits.
• Any Audio Files you have already downloaded remain yours to use in accordance with the Audio Licence Agreement. See that agreement for details on what happens to audio licences after cancellation.

You can re-subscribe at any time. When you do, your account is upgraded back to your chosen plan and you regain full access to all your existing data and paid features.

4. Cooling-Off Period

We offer a 14-day cooling-off period for new subscriptions, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you cancel within 14 days of your first paid subscription, you are entitled to a refund subject to the following deductions:

• A £10 administration and processing fee, which covers the cost of payment processing, account setup, and refund administration. This fee is non-refundable.
• The value of any script-generation tokens you have used during the 14-day period, calculated at the current per-token rate shown in your account at the time of cancellation.

This applies to Pro and Studio plans (both monthly and yearly).

Example: If you paid £49/month, used tokens worth £8 during the first 14 days, and then cancelled, you would receive a refund of £49 − £10 (processing fee) − £8 (tokens used) = £31.

By subscribing, you expressly request that we begin providing the service immediately. You acknowledge that, as a result, any refund within the cooling-off period will be reduced by the proportionate cost of service already received (tokens used), as permitted under Regulation 36 of the Consumer Contracts Regulations 2013.

(When the DMCC Act subscription rules take effect (expected autumn 2026), the cooling-off period will extend to each renewal period, not just the initial subscription. We will update this policy accordingly.)

5. Refund Policy

5.1 Within the Cooling-Off Period

If you cancel within 14 days of your first paid subscription, you are entitled to a refund minus:

1. A £10 non-refundable processing fee; and
2. The value of any script-generation tokens consumed during that period (at the per-token rate current at the time of cancellation).

If the total deductions equal or exceed the amount you paid, no refund will be due. See Section 4 for full details and an example calculation.

5.2 After the Cooling-Off Period

• No partial refunds are issued for unused time within a billing period.
• If you cancel mid-month or mid-year, you keep access until the end of the period you've already paid for, but we do not refund the remaining time.

5.3 Yearly Subscriptions

• The 14-day cooling-off period applies to your initial yearly subscription.
• After the cooling-off period, no partial refunds are issued for the remainder of the year.
• You retain full access to paid features until the end of your yearly billing period.

5.4 Billing Errors

If you believe you were charged incorrectly — for example, a duplicate charge or a charge after cancellation — use our contact form (select "Billing & Refunds"). We will investigate and correct the error promptly.

5.5 Service Issues

If the TheraScript platform was materially unavailable or defective during a billing period (for example, extended downtime preventing you from using the service), contact us. We will consider refund or credit requests on a case-by-case basis, taking into account the nature and duration of the issue.

6. How to Request a Refund

To request a refund, use our contact form (select "Billing & Refunds") and include:

• Your account email address.
• The specific charge you are querying (date and amount, if known).
• The reason for your request.

What to expect:

• We aim to process refund requests within 10 business days.
• Refunds are issued to the original payment method via our payment processor, Polar.
• Depending on your bank or card provider, it may take an additional 5-10 business days for the refund to appear on your statement.

7. Failed Payments

If a scheduled payment fails:

• We will notify you by email that the payment was unsuccessful.
• We will retry the payment over a period of up to 14 days.
• During this grace period, your access to paid features continues.

If payment remains unsuccessful after the retry period:

• Your account will be downgraded to the Free tier.
• You will not lose your data. Scripts, client records, and settings are preserved.
• Paid features will be restricted until payment is resolved.

You can update your payment method at any time in Account Settings and re-subscribe to restore access.

8. Price Changes

• We will give you at least 30 days written notice before any price increase, sent to the email address on your account.
• Price changes take effect at the start of your next billing period after the notice period.
• If you do not agree with a price change, you can cancel before it takes effect and you will not be charged the new price.
• Price decreases may be applied immediately or at the next billing period, at our discretion.

All prices are exclusive of applicable taxes (including VAT). Tax rates may change independently of our pricing, based on your location and applicable law.

9. Studio Plans

Studio plans follow the same cancellation and refund terms as Pro plans, including the 14-day cooling-off period. There are no custom billing agreements for Studio — all terms in this policy apply equally.

For Studio billing queries, use our contact form (select "Billing & Refunds").

9A. Top-Up Credit Packs

Top-up credit packs are one-time purchases that add extra script generations or audio minutes to your current billing period.

• Top-up credits are non-refundable once purchased, as they are delivered and available for use immediately.
• Top-up credits expire at the end of the billing period in which they are purchased. Unused credits do not roll over.
• If you cancel your subscription, any remaining top-up credits expire when your billing period ends.

9B. Commercial Audio Licences

Commercial audio licences are one-time, per-audio purchases.

• Commercial licences are non-refundable once purchased, as the licence rights are granted immediately.
• A commercial licence remains valid even if your subscription is later cancelled, subject to the terms of the Audio Licence Agreement.

10. Renewal Reminders

Before each renewal, we will send you a reminder email that includes:

• The date your subscription will renew.
• The amount that will be charged.
• A clear link to cancel if you no longer wish to continue.

(This provision anticipates requirements under the Digital Markets, Competition and Consumers Act 2024, expected to take effect in autumn 2026. We are implementing renewal reminders ahead of the legal requirement.)

11. Your Consumer Rights

Nothing in this policy affects your statutory rights under UK law.

Although TheraScript is designed as a professional tool for qualified practitioners, we recognise that individual practitioners may have consumer rights under the Consumer Rights Act 2015. In particular, digital content provided through the platform must be of satisfactory quality, fit for purpose, and as described.

If you believe you have a claim under the Consumer Rights Act 2015 or any other consumer protection legislation, please use our contact form (select "Legal & Compliance") and we will work with you to resolve the matter.

12. Contact

For all billing, refund, cancellation, and legal queries, please use our contact form and select the relevant subject.

TheraScripts 167-169 Great Portland Street London, England, W1W 5PF

This Refund & Cancellation Policy supplements the Terms of Service for the TheraScript platform. Last updated: 1 March 2026.