1. Purpose and Application

1.1 The Refund and Cancellation Policy, referred to as the “Policy,” governs free and paid subscriptions for the Thanex website, web application, mobile applications, cloud portal, Business Workspaces, Projects, and associated services, collectively referred to as the “Service.”

1.2 The Policy forms part of the Thanex Terms and Conditions and applies to Subscriptions purchased through the Thanex website or web application and processed by Stripe.

1.3 Thanex Ltd, referred to as “Thanex,” “we,” “us,” or “our,” is a private limited company incorporated in England and Wales under company number 16426957. Its registered office is at Flat 11, Mill Pond Place, 1 Mill Lane, Maidstone, England, ME14 1GL, United Kingdom.

1.4 Questions, cancellation notices, and eligible refund requests may be sent to support@thanex.uk.

2. Subscription Plans

2.1 Thanex may provide free and paid subscription plans.

Free Plan: The free plan may permit up to two Users, 5 GB of storage, and one Project. The definitive allowance will be the allowance displayed within the Service when the Account is created or used.

Pro Plan: The Pro plan is intended principally for individual professional Users and may include unlimited Projects, subject to any storage allocation, acceptable-use restriction, or other limit displayed before purchase.

Business Plans: Business plans may be offered according to team size, including plans intended for three, five, ten, twenty, or another stated number of Users.

2.2 Features, User allowances, Project limits, storage allocations, support arrangements, and applicable prices will be displayed on the pricing page or checkout screen.

2.3 Paid plans may be offered on a monthly or annual basis in pounds sterling. VAT and any other legally applicable tax will be added or included as stated at checkout.

3. Automatic Renewal

3.1 Each paid subscription renews automatically at the end of the selected monthly or annual billing period unless it is cancelled before the renewal date.

3.2 By completing a purchase, the Customer authorises the applicable payment provider to collect:

(a) the initial subscription charge;

(b) recurring renewal charges;

(c) applicable taxes; and

(d) properly disclosed pro-rata charges arising from plan upgrades or the addition of User seats during an existing billing period.

3.3 The renewal date, billing period, price, included Users, storage allowance, and payment method should be reviewed before the purchase is confirmed.

3.4 A subscription remains active until cancelled, terminated, or allowed to end following an unsuccessful payment that is not remedied.

3.5 Thanex may send renewal or billing notices where required by law, required by the applicable payment platform, or considered appropriate for the selected plan.

3.6 The subscription-contract provisions in Chapter 2 of Part 4 of the Digital Markets, Competition and Consumers Act 2024 require implementing legislation before the new United Kingdom subscription regime becomes operative. Any mandatory reminder notices, cancellation procedures, renewal cooling-off rights, or refund obligations that become applicable after commencement will override inconsistent provisions of the Policy.

4. How to Cancel

4.1 A Subscription may be cancelled through:

(a) the billing or Subscription settings within the Thanex Account;

(b) the Stripe customer portal; or

(c) support@thanex.uk, where no functioning self-service method is available.

4.2 A cancellation request sent by email should include:

(a) the Account holder’s full name;

(b) the registered email address;

(c) the Organisation or Business Workspace name, where applicable;

(d) the subscription plan;

(e) the billing provider; and

(f) sufficient transaction information to identify the subscription.

4.3 Identity or administrative authority may be verified before Thanex changes a subscription. Verification is particularly important where the request concerns a Business Workspace, multiple Users, or an Account controlled by an employer.

4.4 Deleting the mobile application does not cancel a subscription. Removal of a User from a Business Workspace also does not cancel the Business Customer’s plan.

4.5 A cancellation should be completed before the renewal date. A request received after a renewal payment has been processed will ordinarily take effect at the end of the newly commenced billing period, subject to statutory rights.

5. Effect of Cancellation

5.1 Ordinary cancellation stops the next automatic renewal.

5.2 The subscription will remain active until the end of the billing period for which payment has already been made. No further subscription charge will be collected after that date unless the Customer purchases or reactivates a paid plan.

5.3 Monthly subscriptions remain available until the end of the current monthly cycle. Annual subscriptions remain available until the end of the current annual cycle.

5.4 Cancellation does not ordinarily result in:

(a) an immediate termination of paid access;

(b) a refund for unused days or months;

(c) a credit for reduced usage;

(d) a refund for unused storage or unoccupied User seats; or

(e) reimbursement because the Customer no longer requires the Service.

5.5 Before paid access ends, the Customer should download and retain any photographs or other available files required for business, regulatory, insurance, evidential, tax, contractual, or record-keeping purposes.

5.6 Following expiry, Thanex may restrict paid features, additional uploads, new Projects, excess storage, or access exceeding the free-plan limits. Project Content will be handled under the Thanex Terms and Conditions, Privacy Policy, and Data Protection and Data Management Policy.

5.7 Final confirmation of individual Account deletion cancels any personal Subscription associated with that Account, and access ends immediately. No refund or credit is provided for the unused portion of a prepaid billing period merely because the Account was deleted, subject to mandatory statutory rights.

5.8 Final confirmation of Organisation deletion cancels the Organisation’s Subscriptions, removes every Member’s access to the Organisation, and ends access immediately. Outstanding invoices and charges accrued before deletion remain payable. No refund or credit is provided for the unused portion of a prepaid billing period merely because the Organisation was deleted, subject to mandatory statutory rights.

6. Upgrades and Additional User Seats

6.1 A plan upgrade or the addition of a User seat ordinarily takes effect immediately after successful payment or payment authorisation.

6.2 Where a User seat is added during an existing billing period, Stripe will calculate and charge the proportionate price for the number of days remaining until the next billing date.

6.3 The applicable price or pro-rata amount must be displayed or otherwise made available before confirmation. Confirming the change authorises Stripe to collect the stated amount.

6.4 A plan upgrade or additional seat does not ordinarily change the existing renewal date or restart the billing cycle unless the checkout or confirmation screen expressly states otherwise.

7. Downgrades

7.1 A downgrade ordinarily takes effect at the beginning of the next billing period.

7.2 The current paid plan and its features remain available until the end of the existing billing cycle.

7.3 No cash refund or retrospective credit is provided for the period between requesting a downgrade and the date on which it takes effect.

7.4 Before the downgrade becomes effective, the Customer must:

(a) review the lower plan’s User allowance;

(b) remove unnecessary Users where required;

(c) review Project and storage limits;

(d) download and retain photographs or other available files that may be required outside Thanex; and

(e) reduce usage where it exceeds the lower plan’s allowance.

7.5 Where usage exceeds the new plan’s allowance, Thanex may restrict new uploads, new Projects, additional Users, or paid functionality after reasonable notice. Thanex will not intentionally delete Project Content solely because a downgrade takes effect without applying the applicable deletion process.

8. General No-Refund Rule

8.1 Subscription charges are generally non-refundable once processed, except where:

(a) a mandatory statutory cancellation right applies;

(b) the Service does not comply with an applicable statutory requirement;

(c) a duplicate charge or confirmed billing error has occurred;

(d) an unauthorised payment is established following reasonable verification; or

(e) Thanex expressly agrees to a refund as a discretionary customer-service measure.

8.2 A refund is not ordinarily available because:

(a) the Customer forgot to cancel before renewal;

(b) the Service was not used;

(c) a User was absent from work or did not access the Account;

(d) a Business Workspace contained fewer members than the purchased allowance;

(e) the Customer changed employer, Project, device, or business requirements;

(f) an email or push notification was not read;

(g) the application was deleted without cancelling the subscription;

(h) the Customer failed to download or retain required photographs or other available files before expiry; or

(i) the Customer’s device, internet connection, operating system, or third-party service was unavailable.

8.3 No provision restricts a Consumer’s mandatory legal rights.

9. United Kingdom Consumer Cancellation Rights

9.1 A Consumer is an individual acting wholly or mainly outside that individual’s trade, business, craft, or profession.

9.2 A Consumer entering into a distance contract may have a 14-day cancellation right under regulations 29 and 30 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

9.3 The cancellation period ordinarily begins when the contract is entered into.

9.4 Where a Consumer requests that the Service begin during the 14-day cancellation period, Thanex may charge a proportionate amount for the Service supplied before the cancellation notice, as permitted by regulation 36.

9.5 Where a contract concerns digital content not supplied on a tangible medium, the Consumer may lose the statutory cancellation right once supply begins if:

(a) the Consumer gave express consent to immediate supply;

(b) the Consumer acknowledged that the cancellation right would be lost; and

(c) Thanex supplied the required contractual confirmation,

as provided by regulation 37.

9.6 Any valid statutory reimbursement will be made without undue delay and no later than 14 days after Thanex is informed of the qualifying cancellation, subject to the Regulations and any permitted deduction.

9.7 A person subscribing for professional or business purposes may not qualify as a Consumer. Statutory consumer cooling-off rights do not ordinarily apply to a subscription purchased wholly or mainly for trade, business, craft, or professional activity.

10. Defective Digital Services

10.1 Sections 34 to 47 of the Consumer Rights Act 2015 contain statutory rights concerning paid digital content, including requirements relating to satisfactory quality, fitness for a particular purpose, and conformity with description.

10.2 Sections 49 to 57 of the Consumer Rights Act 2015 apply to qualifying consumer services. Section 49 requires reasonable care and skill, section 55 addresses repeat performance, and section 56 addresses an appropriate price reduction.

10.3 A Consumer who believes that the Service failed to comply with a statutory requirement should contact Thanex with:

(a) the Account email address;

(b) the affected date and time;

(c) the relevant feature or Project;

(d) a description of the fault;

(e) available screenshots or error messages; and

(f) the remedy requested.

10.4 Thanex may first investigate the fault and, where legally appropriate, provide repeat performance, correction, restored access, or another remedy before determining whether a price reduction or refund is due.

11. Billing Errors, Duplicate Charges, and Unauthorised Payments

11.1 Suspected billing errors should be reported promptly after they appear on the Customer’s payment statement.

11.2 Thanex may request a transaction reference, invoice number, payment-provider receipt, charge date, amount, and limited payment-method information.

11.3 A confirmed duplicate or erroneous charge will be corrected through the original payment method where practicable.

11.4 A report of an unauthorised transaction may require the Customer to secure the relevant Account, reset credentials, contact the payment provider, and provide information reasonably necessary for investigation.

11.5 Submitting a knowingly false fraud allegation, chargeback, or payment dispute may constitute a breach of the Thanex Terms and Conditions.

12. Refund Procedure

12.1 A refund request made directly to Thanex must include:

(a) the Account holder’s name;

(b) the registered email address;

(c) the Organisation name, if applicable;

(d) the transaction date and amount;

(e) the billing channel;

(f) the reason for the request; and

(g) supporting records.

12.2 Requests should be sent to support@thanex.uk.

12.3 Thanex may verify the request, inspect relevant Account and billing records, consult the payment provider, and request further information.

12.4 Approved refunds will ordinarily be returned through the original payment method. Processing time after approval depends on the payment provider and receiving financial institution.

12.5 A discretionary refund does not create an obligation to approve another request in different circumstances.

13. Physical-Goods Exclusions

13.1 Thanex supplies a digital subscription service and does not ordinarily sell physical goods under the Policy.

13.2 Return rules concerning personalised goods, perishable goods, sealed recordings, physical software, or damaged retail items therefore do not ordinarily apply.

13.3 Downloaded or otherwise saved Project Content cannot be physically returned. Applicable statutory remedies concerning the underlying Service remain unaffected.

14. Suspension and Termination by Thanex

14.1 Thanex may suspend or terminate access for non-payment, fraud, unlawful use, material breach, security risk, or another ground stated in the Terms and Conditions.

14.2 No refund is ordinarily payable where termination results from the Customer’s material breach, fraudulent conduct, unlawful processing, or deliberate security violation.

14.3 Where Thanex permanently discontinues a paid Service for reasons unrelated to Customer breach, Thanex may provide a proportionate refund or credit for the prepaid period that cannot be used, unless an equivalent continuation arrangement is provided.

15. Complaints and Disputes

15.1 Billing or cancellation complaints should first be submitted to support@thanex.uk.

15.2 Thanex and the Customer should attempt to resolve the matter through direct written communication.

15.3 The former European Online Dispute Resolution platform has been discontinued under Regulation (EU) 2024/3228. No complaint should therefore be submitted through the former ODR portal.

15.4 Mandatory rights to contact a consumer-protection authority, payment provider, court, or other competent body remain unaffected.

16. Changes to the Policy

16.1 Thanex may amend the Policy to reflect changes in law, Subscription plans, Stripe billing arrangements, or Service operation.

16.2 A material change affecting an existing paid subscription will be notified by email, within the Service, or through another appropriate method before it takes effect where required by law.

16.3 The version applicable to a transaction will ordinarily be the version in force when the relevant subscription charge was authorised, subject to later mandatory legal requirements.

17. Contact Details

Cancellation notices, refund requests, and billing questions may be directed to:

Thanex Ltd
Flat 11, Mill Pond Place
1 Mill Lane
Maidstone
England
ME14 1GL
United Kingdom

Email: support@thanex.uk
Website: https://thanex.uk
Company number: 16426957.