Refund Policy

1. Overview

This Refund Policy explains when and how you may be eligible for a refund for Hivebrain subscription payments. We want you to be satisfied with our Service, and we aim to be fair and transparent about refunds.

2. Free Trial

All new subscriptions include a 3-day free trial. During this period:

• You have full access to your selected plan's features
• No payment is collected
• You can cancel at any time without being charged
• If you don't cancel before the trial ends, your subscription will begin and your first payment will be collected

We encourage you to use the trial period to ensure the Service meets your needs before your paid subscription begins.

3. Subscription Payments

Subscriptions are billed monthly via Direct Debit through GoCardless. Payments are collected automatically at the start of each billing period.

3.1 General Policy

Subscription fees are generally non-refundable. When you cancel your subscription:

• You retain access until the end of your current billing period
• No further payments will be collected
• Partial-month refunds are not provided for unused time

3.2 When We May Offer Refunds

We may offer a full or partial refund at our discretion in the following circumstances:

4. How to Request a Refund

To request a refund:

1. Email us at billing@hivebrain.co.uk
2. Include your account email and company name
3. Explain the reason for your refund request
4. Provide any relevant documentation or evidence

We aim to respond to refund requests within 5 business days.

5. Refund Process

If your refund is approved:

• Refunds are processed via Direct Debit reversal through GoCardless
• The refund will typically appear in your bank account within 5-10 business days
• You will receive email confirmation when the refund is processed

6. Plan Changes

6.1 Upgrading

When you upgrade to a higher plan:

• Your new plan limits (users, storage) take effect immediately
• Your next payment will be at the new plan rate
• No additional charge is made mid-billing period

6.2 Downgrading

When you downgrade to a lower plan:

• The change takes effect at the start of your next billing period
• No refund is provided for the current period
• You retain access to your current plan limits until the period ends
• Ensure your usage is within the new plan's limits before the change takes effect

7. Account Termination

If we terminate your account for violation of our Terms and Conditions or Acceptable Use Policy:

• No refund will be provided
• Any pending payments may still be collected

8. Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.

If you are a consumer and believe you are entitled to a refund under consumer protection laws, please contact us and we will review your request.

9. Disputes

If you are unhappy with our decision regarding a refund request, you may:

1. Request a review by a senior member of our team
2. Contact your bank to dispute the charge (chargebacks)
3. Seek advice from Citizens Advice or a consumer protection organisation

We prefer to resolve issues directly with our customers whenever possible.

10. Contact Us

For refund enquiries or billing questions:

• Email: billing@hivebrain.co.uk
• Website: https://hivebrain.co.uk