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Refund and Cancellation Policy

Last updated: 19 July 2026

Subscription cancellation, billing errors and refund eligibility.

4.1 About this policy

This policy applies to ReplyEveryReview subscriptions, agency plans, add-ons, top-ups and other paid services. ReplyEveryReview is primarily supplied to business customers. Nothing in this policy excludes a statutory right or remedy that cannot legally be excluded.

4.2 Business purchases

Business customers do not receive a general 14-day cooling-off period unless ReplyEveryReview expressly offers one in writing. A customer may still be entitled to an appropriate remedy where a duplicate or incorrect payment was taken, ReplyEveryReview failed to provide a material part of the service, the service was materially misrepresented, a payment was taken after cancellation became effective, or a remedy is required by law. Nothing in this policy removes mandatory rights where a purchaser legally qualifies as a consumer.

4.3 Recurring subscriptions

Subscriptions may be billed monthly, annually or at another interval shown at checkout or in an order. They renew automatically unless cancelled before the renewal date. Cancellation may be completed through the dashboard where available or by emailing billing@replyeveryreview.co.uk. Cancellation normally takes effect at the end of the current paid period. Access and monitoring may continue until then, unused allowances expire at the end of the period unless expressly stated otherwise, and no further recurring renewal should be charged after the effective cancellation date.

4.4 When the subscription starts

A subscription is considered to have started when the earliest of the following occurs: the paid account is activated, onboarding review begins, campaigns are configured, monitoring resources are allocated, searches begin, public information is collected or processed, AI scoring begins, or staff work begins. A customer is not entitled to a refund merely because suitable findings have not yet appeared where ReplyEveryReview has already begun providing those services.

4.5 Refunds for active billing periods

Subscription fees are normally non-refundable once the relevant billing period has started because ReplyEveryReview may immediately incur account-setup, campaign-configuration, monitoring, data-processing, AI-processing, staff-review and reserved-capacity costs. Cancelling a monthly or annual subscription normally prevents the next renewal rather than producing a partial refund for the current paid period. A different written order or agreement takes priority.

4.6 Requests before work begins

Where a customer requests cancellation shortly after purchase and no onboarding, configuration, monitoring, search, AI processing, staff work or resource allocation has begun, ReplyEveryReview may approve a full refund. Approval depends on the circumstances and whether costs or work have already been incurred.

4.7 Billing errors and duplicate payments

ReplyEveryReview will provide an appropriate refund where it confirms that the same charge was taken more than once, an incorrect amount was charged, a payment was taken after a properly completed cancellation became effective, an unauthorised charge occurred because of an error within ReplyEveryReview's systems, or a refund is otherwise legally required.

4.8 Service failure

A refund or service credit may be considered where ReplyEveryReview failed to provide a material part of the purchased service, the failure was primarily within its reasonable control, the customer promptly reported the issue, reasonable assistance was provided, and the affected service could not be restored or reperformed within a reasonable period. ReplyEveryReview may first correct the issue, rerun affected searches, repeat processing, extend the subscription, replace affected credits or provide a proportionate service credit. A temporary interruption or individual third-party platform outage does not automatically qualify for a refund where the remainder of the service remains available.

4.9 Search results and outcomes

Refunds are not normally provided solely because fewer relevant conversations existed than expected, a platform had low activity, public content was removed, a customer rejected suggested replies, a person did not respond, an opportunity did not become a sale, a keyword produced limited findings, onboarding was not completed, the dashboard was not used, plan allowances were unused, or the service did not produce a particular commercial result. ReplyEveryReview provides monitoring, discovery, assessment, workflow and reply support. It does not guarantee leads, responses, conversions, sales or revenue.

4.10 Add-ons and top-ups

One-off add-ons, extra client capacity, search top-ups and similar purchases are normally non-refundable after credits or capacity have been allocated, searches have been scheduled or run, processing has begun, staff work has begun, or the add-on has otherwise been used. Credits and allowances are linked to the account, have no cash value, are not normally transferable, cannot be exchanged for cash and may expire according to the applicable plan.

4.11 Agency plans

Agency fees are not normally refundable because an agency has fewer active clients than expected, stops working with a client, does not use all client slots, does not use included searches or credits, or chooses not to provide findings to its client. A downgrade normally takes effect from the next renewal date.

4.12 Promotions and trials

Specific conditions shown when a promotion, introductory price or trial is offered apply to that offer. Unless expressly stated, promotional credits have no cash value, promotional periods do not create a cash-refund right, introductory prices may change to the standard renewal price, and the customer must cancel before the displayed renewal deadline to prevent the next charge.

4.13 How to request a refund

Send requests to billing@replyeveryreview.co.uk and include the customer's full name, business name, account email, invoice or transaction reference, payment date, amount, reason and relevant supporting information. ReplyEveryReview may request additional information to verify the account or payment.

4.14 Refund decisions

ReplyEveryReview will assess the selected plan, date of purchase, cancellation date, whether onboarding or processing began, resources allocated, service usage, reason for the request, any fault attributable to ReplyEveryReview, the applicable agreement and legal requirements. Approval in one case does not require approval in another case with different facts.

4.15 Approved refunds

Approved refunds will normally be returned to the original payment method. Processing time depends on the payment provider and the customer's bank. ReplyEveryReview is not responsible for delays after an approved refund has been submitted to the payment provider.

4.16 Chargebacks

Customers should contact billing@replyeveryreview.co.uk before starting a chargeback so ReplyEveryReview can investigate. Deliberately false or misleading chargebacks may result in account suspension, termination, recovery of reasonable costs and submission of relevant evidence to the payment provider. This does not prevent a genuine dispute of an unauthorised or incorrect payment.

4.17 Changes to this policy

ReplyEveryReview may update this policy. Changes will not retrospectively remove a refund already approved or a mandatory legal right.

4.18 Contact