Cancellation and refunds

You can cancel a paid plan yourself, at any time, in two ways:

• In Settings. Open Settings, find the Subscription card and choose Manage billing. That opens the secure billing page run by Stripe, where you can cancel the plan and change or remove your card.
• By email. Write to support@tradetrace.co.uk from the address on your account and ask us to cancel it. We will confirm when it is done.

Cancelling stops the next renewal. Nothing further is charged.

After you cancel, you keep everything your plan includes until the end of the period you have already paid for. That is what you have paid for, so it stays yours.

At the end of that period your account moves to the Free plan. You are not locked out, and your data is kept: customers, jobs, quotes, invoices, messages and photos all stay where they are. You simply get the Free plan's limits from then on.

Your first payment. If you are not happy with a paid plan, ask us for a full refund of your first payment on that plan within 14 days of paying it. Email support@tradetrace.co.uk and we will refund it in full.

After that. Payments are not refunded for the unused part of a period. We do not refund part-months or part-years simply because you have stopped using the service.

There are two exceptions, where we refund in full:

• where the law says you are entitled to a refund;
• where we have made a mistake, for example a duplicate charge or a charge after a cancellation was confirmed.

Refunds go back to the card you paid with, through Stripe. They normally appear within 5 to 10 working days, depending on your bank.

• Upgrading takes effect straight away. You are charged the new price from that point.
• Downgrading or cancelling takes effect at the end of the period you have already paid for. You keep the higher plan until then.
• Monthly and yearly billing both run from the day you started, and renew on the same date each month or year.

If a renewal payment fails, we may try it again and let you know by email. It is usually an expired card or a bank block on the payment.

To fix it, open Settings, choose Manage billing on the Subscription card, and update the card there. If the payment still does not go through, we may move your account to the Free plan. Your data stays, and you can upgrade again once the card is working.

Closing your account is separate from cancelling a plan. If you want everything deleted, use the delete option in Settings under Data and Privacy, having cancelled any paid plan first.

We delete or anonymise your account data within 30 days of a deletion request. Some invoices and financial records may be kept for as long as tax and accounting law requires. The Privacy Policy explains this in full.

Email support@tradetrace.co.uk before you cancel if anything here is unclear, and we will tell you exactly where you stand. These terms sit alongside our Terms of Service, and TradeTrace is the service they are about.