The short version. Cancel whenever you like, from your account page. If you have unused credit you bought outright, ask us and we will refund it, less a 10% administration fee — it is not refunded automatically. You are not refunded for questions you have already asked and had answered. If we are the ones ending it, you get everything unused back with no fee at all.
1. Cancelling a subscription
You can cancel at any time from your account page — no notice period, no phone call, no retention conversation. Cancellation takes effect at the end of the cycle you have already paid for, and you keep full access until then. You will not be charged again.
Your monthly allowance belongs to the cycle it was granted in and does not roll over, so allowance still unused at the end of your final cycle simply lapses. That is the deal a monthly allowance is: you buy a month’s capacity, not a permanent stock.
2. What is refundable
Two different things sit in your balance, and they are treated differently.
- Credit you bought outright — a one-off purchase, or an automatic top-up. It is used oldest-first, and any unused portion is refundable under section 3 at any time before it is removed. Credit that has gone unused for 12 months is removed and is no longer available to spend or to refund.
- Monthly plan allowance — included with your subscription. It expires with its cycle and is not separately refundable, because you have not paid for it separately. Section 5 covers refunding a subscription month itself.
Your account page shows both, so you can always see which is which before you ask. When you use Ask Olive, credit you bought outright is drawn down before your monthly allowance, and this applies whether that credit came from a top-up or from converting a one-off purchase to a subscription — your allowance resets in full each cycle regardless of how much of it you reach. It is not folded into your allowance and does not expire on conversion; it is spent in the order above, or refunded under section 3 if you ask before it is spent.
3. How a refund is calculated
We refund the credit you have not used, less a 10% administration fee on the amount refunded. The fee covers the payment-processing charges we have already paid on the original purchase and the work of processing the return; it is not a penalty for leaving.
Worked example. You bought $500 of credit and used $180 of it.
- Credit purchased
- $500.00
- Used — not refundable
- −$180.00
- Unused credit
- $320.00
- Administration fee, 10%
- −$32.00
- Refunded to you
- $288.00
The refund goes back to the card or account you paid from — we cannot send it anywhere else. Allow up to 10 working days for it to appear, depending on your bank. Refunds are made in US dollars; if your card was billed in another currency, your bank’s conversion rate on the day of the refund will apply and may differ from the rate on the day you paid. That difference is outside our control.
4. Changing your mind
If you are a consumer (buying as an individual, not for a business), UK law gives you 14 days from purchase to cancel and get your money back. Where you have asked us to start the service immediately, we may deduct a proportionate amount for what you have used in that period — but no administration fee applies to a consumer’s 14-day cancellation.
Business customers are not covered by that statutory right; sections 1 to 3 apply instead.
5. Refunding a subscription month
We do not routinely refund a subscription month that has already begun, because the allowance is granted in full at the start of the cycle and is available to use from that moment.
We will make an exception, and refund the unused portion of the month with no administration fee, where:
- the service was substantially unavailable for a prolonged period during that cycle; or
- you were charged after cancelling, or charged twice; or
- you subscribed by genuine mistake and have used essentially none of the allowance.
Ask. We would rather sort out a fair case than argue about a month’s fee.
6. If we end it
If we close or suspend your account for any reason other than your breach of the acceptable-use terms — including if we withdraw the service — we refund all unused credit and the unused part of any month you have paid for, in full, with no administration fee. We do not charge you for a decision that was ours.
If we close your account because of a serious breach of section 5 of the Terms, unused credit is refundable under section 3 above, less any amount you owe us.
7. Automatic top-ups
An automatic top-up is a purchase of credit and is refundable on exactly the same terms as any other credit. If a top-up fired when you did not expect it, tell us — check first that your monthly top-up limit on the account page is where you want it, because that limit is the control that stops it happening again.
8. Failed payments
If a subscription payment fails we will retry, and let you know. If it cannot be collected, the subscription ends and no further allowance is granted. Credit you already hold stays in your account and remains refundable.
9. How to request a refund
Email help@owgroup.co.uk from the address on the account, telling us which purchase you want refunded. We will confirm the amount before processing anything, and we will not process a partial refund you have not agreed to. We aim to respond within 5 working days.
Nothing in this policy affects your statutory rights.