Cancellation and refunds

How to cancel

You can cancel a monthly or annual plan yourself, online, at any time:

1. Go to your account page on supporter.one. (Use the upgrade link on your forum, or ask us for a sign-in link by email.)
2. Select Cancel membership next to the plan and confirm.

We send you an email confirming that your plan won't renew. You don't need to give a reason.

What happens when you cancel

• Your plan stops renewing and you won't be charged again.
• You keep paid membership until the end of the period you have already paid for.
• When that period ends, your forum account goes back to a normal membership. Your account, posts and messages on the forum are not affected.

12-month one-payment plans don't renew, so there's nothing to cancel. They simply end after 12 months, and we remind you before they do.

Your 14-day right to change your mind

You can change your mind and get a refund:

• within 14 days of first joining, on any plan; and
• within 14 days of each renewal of an annual plan.

Monthly plans have the 14 days when you first join, but not when they renew each month. You can still cancel a monthly plan at any time so that it doesn't renew again.

To do this, email support@oakleydigital.co.uk within the 14 days, with your forum name and username, and tell us you want to cancel. You don't have to give a reason.

Please email us from the email address you use on your forum, so we can check it's you. If you can't, that's fine: we'll ask a few questions to confirm it's you before we cancel.

Your paid membership starts straight away at your request, so we refund what you paid less a fair amount for the days you've already had, worked out in proportion to the length of the plan. For example, if you cancel a 30-day monthly plan after 6 days, we refund 24/30 of the price.

We stop your plan from renewing, end your paid membership and make the refund within 14 days of your request, back to the card you paid with.

After the 14 days

After the 14 days you can still cancel at any time to stop future renewals, but we don't normally refund the rest of a period you've already started. You keep paid membership until the end of that period.

Other refunds

We will always refund you:

• if you were charged in error, or charged twice;
• for the unused part of your membership, if a forum closes permanently or stops offering paid membership; and
• where the law gives you a right to a refund.

If anything else has gone wrong, please contact us. We'll look at each case fairly.

How refunds are paid

Refunds go back to the card or payment method you used, through Stripe. They usually appear within 5 to 10 working days, depending on your bank. When a payment is refunded in full, the paid membership it bought ends at the same time.

Disputed payments

If you don't recognise a payment, please contact us before going to your bank. We can usually sort it out much faster. If a payment is disputed with your bank or card provider, the paid membership linked to it is removed while the dispute is open.

Your legal rights

This policy doesn't affect your legal rights as a consumer. For advice about your rights, contact Citizens Advice.