Refund Policy

Cancelling costs nothing

A subscription can be cancelled at any time, with no notice period and no cancellation fee. Cancelling stops the next charge; the period already paid for runs to its end, and the workspace keeps working until it does. Most of the time this is what is wanted, and no refund is involved.

Fourteen days on a first payment

If SPP is not what you expected, write within fourteen days of your first payment and it is refunded in full. No reason is needed. This applies once, to the first payment on an account.

A renewal you did not mean to pay

A renewal charge is refunded in full if you tell us within seven days of it being taken and the workspace has not been used in that period. A forgotten renewal is an ordinary thing to happen and is not treated as a dispute.

Beyond that, a period already begun is not refunded part-way through, because the service was available throughout it. The exception is below.

When something is our fault

• Where SPP was unavailable for a prolonged period, or a defect prevented you from doing the work you pay for it to do, the affected part of the fee is refunded — whether or not you cancel.
• Where we change the terms or the price and you do not accept the change, the unused part of the period already paid for is refunded.
• Where you were charged twice, or charged after cancelling, the wrong charge is returned in full as soon as we see it.

What is not refunded

• A period that has been used, where the service worked as described and the only difficulty is that it was not used.
• A subscription ended because of a breach of the acceptable-use terms.
• A failure in something that is not ours — your own document store, your network, or your corporate IT blocking the platform. Tell us anyway: most of these we can help with, and the network requirements are ones we can put in writing for your IT department.

How to ask

Write to support@sppbynur.com from the email address on the account, saying which payment you mean. A reply follows within three working days. An approved refund is returned by the same route the payment came in by — to the card that paid, or to the account that transferred — because that is the only route a payment provider will send it back along. Banks and card schemes usually take five to ten working days after that, which is outside our control.

Please write to us before asking your bank to reverse a charge. A chargeback costs both sides time and suspends the workspace while it is open, and nearly everything behind one is something we would simply have refunded.

Your data when a subscription ends

A refund does not delete anything immediately. Records are kept for thirty days after a subscription ends, so an export can still be taken and a cancellation made by mistake can be undone, and are then deleted. This is set out in the Terms of Service and the Privacy Policy.

Your statutory rights

Nothing in this policy limits a right you have under the consumer law that applies to you. Where that law gives you more than this policy does, it is what applies.