Cancel any time. Refunds where UK consumer law says so.
Cancelling a Truely Pro subscription is one click on your account
page. This page explains exactly when you'll get a refund and
when you won't, and the consumer rights that apply on top of
anything written here.
The short version
Cancel any time. Sign in → account → Cancel subscription. One click. No phone call. No "are you sure" loops beyond the standard confirmation.
Pro access stays live until the end of the period you've already paid for. Nothing further is charged.
Within 14 days of first purchase — full refund if you have not yet accessed the Pro features. If you ticked the box at checkout to start using the service immediately, you waived this right (UK law allows the waiver for digital services). See below.
Price went up? Cancel before the new price applies — no charge.
Service materially failed? Refund or price reduction under section 56 of the Consumer Rights Act 2015. Email hello@truely.uk.
Money-back goodwill for accidental renewals, unused first months, and other reasonable cases — we're a small UK operation and we'd rather you tell us than dispute the charge with your bank. Just ask.
Last updated: .
1. How to cancel
From your account page. Sign in →
Account → Subscription →
Cancel subscription. The button is always there
and always works. The cancellation takes effect at the end of
your current billing period: you keep Pro access until then,
and nothing further is charged.
By email. If you're locked out of the account
page for any reason, email
hello@truely.uk from the
address on the account. We'll cancel it for you within one
working day.
We do not require you to phone a hotline, complete a form,
write a letter, or jump through any other hoops to cancel.
This is a Digital Markets, Competition and Consumers Act 2024
commitment.
2. The 14-day cooling-off right (consumers, first purchase only)
Under the Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations 2013, a consumer who buys a
digital service over the internet ordinarily has 14 calendar
days from the contract date to cancel without giving a reason
and receive a full refund.
The waiver. Because Pro is a digital service
and most subscribers want immediate access, at checkout we ask
you to tick a box that says:
"I want my Pro features to start immediately and I acknowledge
that doing so means I lose the right to a 14-day refund once
the service has been fully delivered."
If you tick that box and then begin using the Pro features,
the 14-day cooling-off right ends to the extent the service
has been delivered. If you don't tick that box, your Pro
features will be enabled only after the 14-day cooling-off
period has expired, and during those 14 days you can cancel
at any time for a full refund by emailing
hello@truely.uk or using
the account page.
The 14-day right applies only to your first Pro
purchase. Subsequent annual or monthly renewals are not new
contracts under the Regulations and so don't trigger a fresh
14-day window — but see auto-renewal protection below.
3. Auto-renewal protection
We email you at least 14 days before a renewal where the price
is changing or where the renewal term is 12 months or longer.
That gives you time to cancel free of charge before the
renewal takes effect. If you do nothing, the subscription
renews at the stated price.
If a renewal goes through and you forgot to cancel, write to
hello@truely.uk within 14
days of the charge. As a matter of goodwill, where you haven't
used the Pro features in the new period, we will refund the
renewal in full and downgrade your account to the free tier.
This is on top of any statutory right that may apply and
without admitting any obligation; we'd rather be fair about
it than have you dispute the charge with your bank.
4. Refund where the service has materially failed
Sections 49 and 50 of the Consumer Rights Act 2015 say that a
digital service must be supplied with reasonable care and skill
and (where the service is for a fixed price) must conform to
any pre-contract information about the main characteristics of
the service.
Section 56 of the Act gives you a right to a price reduction
(which can be up to 100% — a full refund) where the service
does not meet that standard and we cannot or do not remedy the
failure within a reasonable time.
If you think the Pro service has failed materially, email
hello@truely.uk with as
much detail as you can (which feature, what you expected, what
actually happened, screenshots if available). We will respond
within one working day. If we can fix it, we will. If we can't,
we will offer a price reduction or refund.
5. Material changes to the service or terms
If we materially change the service or these terms to your
detriment — e.g. remove a Pro feature you were paying for,
raise the price, or change the data sources in a way that
meaningfully reduces the value of your subscription — you can
cancel and receive a pro-rata refund for the unused portion of
your current subscription period.
"Material" here means a change a reasonable subscriber would
regard as significant. Cosmetic updates, bug fixes, additions
of new features, or refreshes of the underlying data are not
material changes.
6. What we don't refund
Already-used periods. If you've been a Pro subscriber for three months and you cancel in month three, we don't refund the three months you've already used. You keep access to the end of the period you've paid for.
Termination for breach. If we terminate your subscription because you've broken section 8 (Acceptable use) of the Terms of Service, we don't refund the remaining period.
Chargebacks initiated without contacting us first. If you raise a chargeback with your bank for a charge we'd have refunded had you asked, we may suspend or close your account while the chargeback is resolved. We always try to refund directly — please email us first.
7. How refunds are paid
Where a refund is due, we issue it through Stripe back to the
original card or payment method. Stripe typically credits the
refund within 5–10 working days, depending on your bank. You
will receive an email confirmation from Stripe when the refund
is initiated and a second when it lands. Truely doesn't issue
refunds by bank transfer or other channels.
8. What happens to your data when you cancel
Cancelling Pro does not delete your account. Your
free-tier account, saved postcodes, and search history all
remain available. Any Pro-only data attached to your account
(e.g. PDFs you generated while on Pro) remain downloadable
until the end of the period you've paid for; after that, they
revert to the standard free-tier limits.
If you also want to close the account entirely, see
Delete my account on the account page; see the
Privacy policy for what we do with
your data when you do.
9. Statutory rights
Nothing on this page reduces the consumer rights you have
under UK law. In particular:
the Consumer Rights Act 2015 (sections 33–47 and 49–58 for digital content/services),
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013,
the Digital Markets, Competition and Consumers Act 2024 (subscription transparency and easy-cancellation duties),
and your rights to chargeback under the Consumer Credit Act 1974 (section 75) for purchases £100 or more on a credit card,
all apply regardless of anything written above.
10. Contact
All refund and cancellation queries:
hello@truely.uk. We aim to
respond within one working day and most cancellations are
processed the same day.