Refund Policy

1. Overview

2. No Refund Policy

3. Payment Processing and Finality

3.1 Stripe Connect Payments

Customer membership payments are processed through Stripe Connect directly to the Organisation's connected Stripe account. Once processed:

• Payments are immediately transferred to the Organisation
• Connected cannot reverse or refund these payments
• The transaction is final and irreversible through our platform
• Any refund requests must be handled directly between the customer and the Organisation

3.2 Platform Subscription Payments

Platform subscription payments are processed directly by Connected. Once payment is confirmed:

• The payment is final and cannot be reversed
• Service access is immediately granted
• No refunds will be provided for unused portions of the subscription period

4. Circumstances That Do Not Qualify for Refunds

Refunds will not be provided under any circumstances, including but not limited to:

• Change of mind after payment
• Dissatisfaction with services
• Failure to use services or memberships
• Technical difficulties or service interruptions
• Account suspension or termination for policy violations
• Duplication of payments or accidental multiple payments
• Service downgrades or cancellations
• Relocation or inability to continue using services
• Financial hardship or change in circumstances
• Disputes between customers and Organisations

5. Service Cancellation

5.1 Platform Subscriptions

You may cancel your platform subscription at any time, but:

• No refund will be provided for the current billing period
• You will retain access to services until the end of the paid period
• No future charges will occur after the current period expires

5.2 Customer Memberships

Customer membership cancellations are subject to the specific Organisation's policies. Connected is not responsible for refunding membership fees regardless of cancellation timing.

6. Dispute Resolution

6.1 Payment Disputes

If you believe a payment error has occurred, you must contact us within 48 hours of the transaction. We will investigate, but any resolution is at our sole discretion and does not guarantee a refund.

6.2 Chargeback Protection

Initiating a chargeback or dispute with your financial institution for valid charges may result in:

• Immediate suspension of your account
• Termination of services
• Legal action to recover costs and fees
• Reporting to relevant authorities

7. Consumer Rights

7.1 UK Consumer Rights

Under UK consumer protection law, you may have certain statutory rights that cannot be excluded. However, these rights are limited for digital services and business-to-business transactions.

7.2 Organisation Customer Rights

Organisation Customers should refer to their specific membership agreement with the Organisation. Any statutory consumer rights apply to the relationship between the customer and the Organisation, not Connected.

8. Third-Party Services

Connected integrates with third-party services including Stripe for payment processing. Refund policies of these third-party services do not override our no-refund policy. Any fees charged by third-party services are non-refundable.

9. Service Credits and Compensation

In exceptional circumstances involving significant service outages or technical failures, Connected may, at its sole discretion, provide service credits. Such credits:

• Are not cash refunds
• Can only be applied to future platform subscription fees
• Cannot be transferred or exchanged
• Expire if not used within 12 months
• Are provided as goodwill gestures, not legal obligations

10. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes constitutes acceptance of the new policy.

However, any changes will not affect the refund status of payments already processed, which remain final and non-refundable regardless of policy changes.

11. Contact Information

If you have questions about this Refund Policy or wish to report a payment error, please contact us at:

Please note that contacting us does not guarantee a refund and all communications are subject to this no-refund policy.

12. Legal Compliance

This Refund Policy is governed by the laws of England and Wales and complies with applicable UK consumer protection legislation. This policy should be read in conjunction with our Terms and Conditions.