Cancellation and refunds

Cancelling a subscription at any time

Sign in, open Billing, and choose “Cancel subscription”. That is two clicks and it takes effect immediately. You keep access until the end of the period you have already paid for, and you are not charged again.

There is no retention flow, no offer to talk you out of it, and no requirement to contact support. Cancelling is as easy as subscribing was, which is what Part 4 Chapter 2 of the Digital Markets, Competition and Consumers Act 2024 will require when it comes into force — expected in spring 2027. We have implemented it early.

Your 14-day right to cancel, and how it can end

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from taking out a subscription to cancel it and get your money back, without giving a reason.

For a digital service, regulation 37 provides that this right comes to an end once the service has been supplied — but only where all three of the following have happened:

1. you expressly asked us to start supplying the service during the 14-day period;
2. you acknowledged that doing so means you lose the right to cancel; and
3. we confirmed both of those to you on a durable medium.

In practice that means: at checkout there are two separate boxes, neither of them ticked in advance. One asks us to begin straight away. The other acknowledges that this ends the 14-day cancellation right. Both must be ticked by you, both are checked again on our server before access is opened, and both are repeated back to you in your order confirmation email.

If you do not tick both, you keep the full 14 days and access begins when the cancellation period ends, unless you ask us to start sooner. If we have failed to tell you about the cancellation right as regulation 13 requires, the period is extended to 12 months and 14 days.

Fourteen days again after every renewal

A fresh 14-day cancellation period starts after each renewal, not only when you first subscribe. This is more than the law requires today; it is another part of the DMCCA 2024 regime that we have implemented early.

The reminder before each renewal

Before a subscription renews we send you a reminder as its own email — never folded into a marketing message. It repeats the plan, the amount including VAT, the date of the next charge and how to cancel. Yearly subscriptions get one such reminder a year.

Refunds

• Cancel within the 14-day period, where it still applies: a full refund of what you have paid for that period, made within 14 days of us being told.
• Where you asked us to start straight away and acknowledged the loss of the right: the 14-day right no longer applies. You can still cancel at any time and you will not be charged again.
• Cancelling mid-period otherwise: access continues to the end of the period you have paid for. We do not refund part-periods, but we also do not cut you off early.
• Something was wrong with the service: your rights under the Consumer Rights Act 2015 apply — repair or replacement, and a price reduction where that is not possible or is not done in a reasonable time. These rights cannot be excluded and are not limited by anything on this page.
• Credits: credits are a service usage allowance, not money and not stored value. They are not separately refundable, and there is nothing to buy separately in the first place — there are no top-up packs.
• Charged in error: tell us and we will refund it in full. Refunds go back to the payment method you used.

How to ask for a refund

Email support@heathhallstore.shop with the email address on the account and the date or reference of the charge. We reply within one working day and always within five, and we make approved refunds within 14 days.

How the charge appears

Payments from Unitwise show on a bank or card statement as UNITWISE. If you see a charge you do not recognise, that is the one — and if it still does not look right, email us before anything else.

If you disagree with a charge

Please contact us before raising a dispute with your bank or card issuer — almost everything is settled faster that way, and we would rather sort it out directly. Raising a dispute does not take away any of your rights, and we will not close your account for doing so.

If a complaint cannot be settled between us: we are not signed up to any alternative dispute resolution scheme, so the route is the courts. If you live in Scotland and your claim is for £5,000 or less, Simple Procedure in the Sheriff Court is designed to be used without a solicitor. Free advice is available to Scottish residents from Advice Direct Scotland at consumeradvice.scot; if you live elsewhere, contact the consumer advice body in your own country.

Model cancellation form

You do not have to use this form — an email saying clearly that you are cancelling is enough, and the two-click route in your billing page is quicker. It is reproduced here because Schedule 3 Part B of the 2013 Regulations requires it to be available.

Time limits for court action

Under the Prescription and Limitation (Scotland) Act 1973, a claim arising from your subscription must generally be brought within five years. In England and Wales the equivalent period is six years. This is the window in which a claim can be raised — it is not a warranty period and it is not a limit on how long we are responsible for the service.

Nothing on this page affects your statutory rights.