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Refund Policy

June 5th, 2018

This policy does not form part of our Terms and Conditions.

Event Tickets

Event tickets are non-refundable, unless you clearly made a mistake and let us know within 10 minutes of purchase (other than on the day of an event). This refund would be subject to a £2.50 admin fee.

If you give us enough notice of  at least 24 hours prior to the start time of the event, we will generally give you a credit note for another event to the value paid as long as your ticket was at least £10.

Premium or Premium Plus Subscription

The Memberships we provide are ongoing subscriptions. This gives you time to find someone special, and ensures we can keep our prices low and plan revenues for investment into the service.

You have a 14 day cooling off period from making your initial upgrade on the website or App. During this time, you can check that you are happy with the Terms and Conditions. Refunds are therefore available for first time purchases only and are calculated pro-rata basis and less a £25 activation fee. Please see the full cancellation terms below.

We are unable to offer any refunds beyond the initial 14 days of your initial membership purchase. When you wish to end your membership, you can give notice in advance from the Account Details section. In App subscriptions/refunds must be managed via your App payment provider on your phone settings.

Application

We are here to help you get the most from your subscription. We offer free in-house date coaching service by James Preece, acclaimed dating expert. If you are considering cancelling your membership, please take advantage of this service and ask us to review your account or progress first. Please contact us via the Contact Us page.

Within your 14 day cooling off period, and if you purchased via the website, please send an email to [email protected] stating your full name, Nickname, address&postcode, details of the payment. An explanation would be useful, so we can try to help, but this is not compulsory as per the Regulations. Or see the model template here

If your purchase was through an App store, you would need to ask them about it.

Discretionary Refunds:

We aim to offer great service, so in some cases where you have genuinely not used the service, and let us know straight away, we will consider a discretionary refund on a repeat billed subscription. For clarity, when you upgrade, we notify you of your next payment date on the upgrade page, in your upgrade receipt and in the Account Details section. The Terms relating to membership subscription are 4.14 to 4.20. If you would like us to consider a discretionary refund,  please check the following eligibility criteria:

  • – You have not made any use of the Premium features since the new period started.
  • – You have cancelled your membership from Account Details section
  • – You submit your request to us promptly and within 48 hours of the payment
  • – You have not received any kind of additional or promotional discount
  • – Your membership was purchased through our website. We cannot assist with App store payments.

 

1. A full credit note for the amount of the subscription. This can be used for events or Premium membership in the future. Valid for 3 months from the payment date.

or

2. A full refund less a £25 admin charge.

Note: We are unable to offer refunds on 1 month memberships or if you received a promotional discount.

How to Apply: To request a refund please ensure you first cancel your membership. Then send an email stating the information below to [email protected]

  • -Full Name
  • -Nickname
  • -DOB, Postcode or last four digits of the card number
  • -Email Address ( As used on the site)
  • -Your choice of options 1 or 2 as described above
  • -An explanation of why you wish to terminate or ending your membership. This should be detailed enough for us to understand why you are no longer using the service so that if possible, we can try to help you with your specific issue.

 

14 day cancellation Terms

As of 13th June 2014 you have additional Cancellation Rights. This essentially means that during the first 14 days of your initial membership, you are entitled to cancel membership and receive a refund less any charge made for the services received up to that point. You do not have additional cooling off rights, after a further subscription period.

1. From the day after upgrading you have 14 days during which you have a statutory right to cancel your membership agreement. After 14 days you may cancel your membership in accordance with our standard terms and conditions.

2. We may deduct a proportionate amount from any amount you have paid for use of your upgraded membership during the first 14 days up until the time that you cancel.

3. The membership price quoted includes a membership activation fee of £25 to cover the costs incurred in upgrading your membership. You acknowledge that your upgraded membership activation has been fully satisfied at the time of upgrade and will therefore be deducted from any refund due. This applies every time you upgrade your membership but not for any renewal of your membership.

4. If you wish to cancel your membership in the first 14 days please use the Contact Us form on this website. Your membership will revert to basic and you will receive a pro-rata refund within 14 days from the day after you cancel calculated on the daily rate paid less the £25 activation fee.

5. There is no statutory right of cancellation for event purchases. Membership may entitle you to event discounts. If you have booked any events at a discount then the amount of the discount will be deducted from any refund due.

6. We reserve the right to suspend the profile of, or deny access to our services to, any person who abuses their right to cancel by repeatedly activating and cancelling their membership unreasonably.

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