Refund Policy
Your cancellation and refund rights for paid membership.
1. Overview
This policy explains when you can get a refund for a paid Drool Community membership. It sits alongside our Payment Policy and Terms of Service, and it does not affect any statutory rights you have as a consumer.
If anything below is unclear, or you think something has gone wrong with a payment, email us at alex@drool.design. We aim to be fair and to sort genuine problems out quickly.
2. Your 14-day cancellation right (consumers)
If you are a consumer in the UK, you normally have a legal right to cancel a purchase made online within 14 days of buying it (the "cooling-off period").
Because our paid plans give immediate access to a digital service, by taking out a plan you ask us to start providing it straight away. If you cancel within the 14-day period, you may be charged for the part of the period you had access to before cancelling; we will refund the balance. If you have not used any paid features, we will refund you in full.
3. Monthly plans
Monthly plans are billed in advance for the month ahead. If you cancel, your membership continues until the end of the month you've paid for, and it won't renew after that.
We don't generally give partial refunds for a monthly period you've already started, except where required by law or where we've made a genuine mistake (see below).
4. Annual plans
Annual plans are billed in advance for the year ahead. Outside the 14-day cancellation right above, annual fees are generally non-refundable once the year has started, because the plan is offered at a discount for the full-year commitment.
If you cancel an annual plan, it stays active until the end of the year you've paid for and won't renew after that. If you believe your circumstances are exceptional, get in touch. We'll consider reasonable requests case by case.
5. Renewals
Plans renew automatically. If you're charged for a renewal you didn't intend and you contact us promptly (as a guide, within 14 days of the renewal) and you have not made significant use of the paid features in the new period, we will normally cancel the renewal and refund it.
To avoid unwanted renewals, you can cancel any time before your renewal date from the hub.
6. When we'll always refund
We will refund you where the law requires it, where we've charged you in error, where you were charged twice for the same period, or where the Service was materially not as described and we couldn't put it right within a reasonable time.
7. How refunds are made
Approved refunds are made through our payment processor (Stripe) to the original payment method. Once we approve a refund, it's usually processed within a few business days, though it can take a little longer for it to appear on your statement depending on your bank or card provider.
8. How to request a refund
Email alex@drool.design from the address on your account, telling us which payment you'd like refunded and why. We'll get back to you and, where a refund is due, arrange it promptly.