Refunds
This page summarises decisions already made. The full, binding document is being prepared and will replace this summary before paid passes are introduced. If anything here matters to a decision you are about to make, write to [email protected] and ask.
itisyou is free during Early Access. No payments are being taken, so there is nothing to refund right now. This page explains how refunds will work when paid passes arrive.
During Early Access
No payment is required or accepted, so no refund can arise. If you ever see a charge claiming to be from itisyou during Early Access, it did not come from us — write to the address below and check with your bank.
The 14-day right, and the waiver
When paid passes exist: UK law gives you 14 days to cancel a digital purchase. Because a pass will open the space immediately, checkout will ask you to expressly consent to that immediate access and to acknowledge that it waives the 14-day right.
When a refund will be given anyway
If the service did not work, if you were charged twice, or if a pass was bought by mistake and not used, write and it will be refunded. The amounts involved will be £1 and £10; nobody is going to argue with you over them.
How to ask
Write to the address below from the email address on the account, and say what happened. A reply should come within a few days.
How a refund will arrive
Refunds will go back to the card that paid, through Stripe. Your bank decides how quickly it appears, usually within five to ten working days. The payment will appear on statements as ITISYOU.APP.