Refund Policy

Fenora Pro is supplied for use in the course of a trade or business. It is not a consumer service, and the cancellation rights in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to it as of right.

This policy sets out the refunds we give in addition to your statutory rights, and applies to subscriptions, seats and add-ons purchased directly from Fenora through our checkout. Nothing here limits any right you have under the law of England and Wales, including your rights where a service is not performed with reasonable care and skill.

If you have never had a paid Fenora subscription before, you may cancel and ask for a full refund of your first payment at any time within 14 days of the date that payment was taken.

• Email hello@fenora.pro within the 14 days, or use the form on our data and rights page, and tell us you would like to cancel under this policy.
• We refund the full amount of the first payment, including any VAT charged.
• We refund to the original payment method. We do not charge an administration fee.
• The refund is issued within 14 days of agreeing it, though it may take a further few days for your bank or card issuer to show it.
• If you have paid for more than one month in advance, the same window applies to the whole of that first payment.

This window is granted once per business, on the first paid subscription only.

• Cancel at any time in the billing portal. Cancellation takes effect at the end of the billing period you have already paid for, and no further charges are taken.
• The period already paid for is not refunded, and access continues until it ends.
• Because the subscription is monthly, we do not refund part-months, unused days or a period during which you did not sign in.
• If your payment method fails and we suspend access, restoring it does not require a further payment for a period you have already paid for.

• Seats and modules are billed monthly with the subscription. You can add or remove them at any time in the billing portal.
• Removing a seat or a module stops it being charged from the next billing period. The current period is not refunded and access continues to the end of it.
• If you were charged for a seat or module you never had access to, tell us and we will refund it in full.

Independently of the window above, we will refund in full, or issue a credit where you prefer it, in each of these cases:

• A charge taken in error, or taken twice for the same period.
• A charge taken after you cancelled, where the cancellation was properly recorded.
• A charge for a plan, seat or module you did not select.
• A period during which the platform was unavailable to a material extent because of a fault at our end, rather than maintenance, a third-party outage or something outside our control. Where availability is affected for a significant part of a billing period, we will credit or refund the proportion affected.
• Any case where the law requires it.

Cancelling and asking for a refund are both done in the same two places:

Billing portal

Inside your workspace, open Billing. The portal is operated by Stripe and lets you cancel the subscription, change seats and modules, update your card and download invoices. Cancelling here is immediate and does not require us to do anything.

By email

Write to hello@fenora.pro, or use the request form on our data and rights page, stating the business name and the email address the subscription is under. We reply within one working day and aim to resolve refund requests within 14 days.

Before your workspace closes, export anything you need. Your data is retained for 30 days after cancellation so a workspace can be restored or exported, and is then deleted as described in our Privacy Policy.

• Periods already used, after the first-subscription window has passed.
• A subscription cancelled part-way through a period that has already been paid for — access runs to the end of it instead.
• Charges for third-party services you have connected and paid for separately, such as your own email, accounting or payment provider.
• Losses arising from the business decision not to use the platform after subscribing, where the platform was available and working as described.

If you do not recognise a charge, please contact us before asking your bank to reverse it. We can usually identify and correct the cause the same day, and a chargeback freezes the whole subscription while it is investigated. Where a chargeback is raised without contacting us first, we may suspend the workspace until the matter is resolved.

Refund requests, billing questions and anything else about payment: hello@fenora.pro. Please include your business name and the email address the subscription is under so we can find the account immediately.