Refund policy

Last updated: 4 October 2026

This policy explains cancellation and refunds for Bloctric subscriptions purchased through Paddle. Paddle is the seller and merchant of record. Bloctric arranges approved refunds through Paddle. There is no charge, and therefore no payment to refund, for using the Free service.

Your statutory rights take priority if they give you greater protection. In particular, the time limits for our extra refund promises do not limit claims about faulty, misdescribed, or undelivered software or services.

First purchase guarantee

If your first Bloctric subscription purchased through Paddle is unsuitable for any reason, tell us within 14 days after the day the contract was made. We will arrange a refund through Paddle for the full amount paid, including any applicable tax, and cancel that purchase. You do not need to provide a reason. You can use this guarantee even if you have downloaded the software, generated code, or started using paid features.

This is an additional contractual promise available to consumer and business customers. It applies to your first paid purchase, including the first subscription payment. It does not automatically restart on upgrades, renewals, or repeat purchases. Any cancellation or refund rights the law gives you for those transactions still apply.

We will not deduct an administration charge or a usage charge from a refund under this guarantee. Paid access ends when the refunded purchase is cancelled. Keep copies of any work you need before that happens. The generated-code licence in our Terms of service continues to apply to code already supplied.

Consumer cancellation rights

UK consumers generally have 14 days after the day a distance contract is made to cancel a service or digital-content purchase without giving a reason. The applicable rules depend on what you buy and when supply begins.

For digital content supplied without a physical medium, the statutory cancellation right can end once supply begins only if the required express consent to immediate supply, acknowledgement of the loss of that right, and contract confirmation have been obtained or provided. Merely accepting general terms or downloading software does not, by itself, satisfy all those requirements.

For a service started during the cancellation period at your express request, the law may allow a proportionate charge for the service supplied before cancellation, but only where the required information and request have been obtained. The service cancellation right normally ends early only after full performance with the required agreement and acknowledgement. An ongoing subscription is not fully performed merely because access has started.

Our first purchase guarantee applies even where a statutory digital-content cancellation right has validly ended. We also waive any otherwise permitted proportionate service charge when that guarantee applies. If we have not met the statutory information or consent requirements, you retain the additional protection the law provides, including any extended cancellation period.

You can cancel by sending any clear statement to [email protected] or using the cancellation facility provided with your purchase. Sending notice before the relevant deadline is sufficient; we do not need to have processed it by then. You do not have to use a particular form.

Cancelling a subscription or an unintended renewal

You may cancel future renewals at any time before the next renewal. Open Account → Plan and billing → Manage billing, then cancel in Paddle’s billing portal. You can also email [email protected]. We will honour a clear cancellation received before renewal even if we process it later, and we will confirm cancellation. Unless a refund or another legal remedy applies, you retain access until your paid-through date, and we do not routinely refund the unused part of that period simply because you stop using the service.

As an additional goodwill promise, if a renewal was unintended, contact us within seven days after the renewal charge. We will refund that renewal in full and end the renewed paid access. This promise does not limit statutory cancellation rights or remedies, including rights arising from missing renewal information or an unauthorised charge.

We will refund duplicate payments and charges taken after a timely cancellation. Tell us about any suspected payment error as soon as practical so that we can investigate it. There is no requirement to give up a bank, card-provider, or statutory remedy before contacting us.

Faulty, misdescribed, or unavailable products

Paid digital content supplied to UK consumers must meet applicable requirements for satisfactory quality, fitness for a particular purpose made known to us, and conformity with its description. Where it does not, you may be entitled to repair or replacement. If that is impossible or is not provided within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, which can be a full refund. If we did not have the right to supply the content, the law provides a refund remedy.

For consumer services that do not meet the contract or the requirement for reasonable care and skill, remedies can include repeat performance at no extra cost or an appropriate price reduction, which can be a full refund. Other rights, including applicable compensation for damage to devices or other digital content, are unaffected.

These remedies are separate from our 14-day guarantee. A fault discovered later is not automatically excluded. We may ask for a description of the issue and reasonable diagnostic information, but you do not have to provide unrelated personal information or agree to disproportionate troubleshooting.

If we permanently withdraw a paid service during a prepaid period, we will refund the unused portion. A material loss of promised functionality may also entitle you to end the service and receive an appropriate refund. These promises do not replace a larger refund or other remedy due by law. Business customers retain their contractual and applicable legal remedies.

Requesting and receiving a refund

Email [email protected] with your purchase email address and an order reference, if available. Say whether you want to cancel, report an unintended renewal, or raise a problem with the purchase. For the first purchase guarantee, no explanation is required. Do not send full payment-card details. We will accept reasonable alternative evidence if you cannot find the order reference.

We aim to respond within five working days. For cancellation under our first purchase guarantee, the renewal promise, or an applicable statutory cooling-off right, we will issue the refund without undue delay and no later than 14 days after receiving your notice. Where the law requires a shorter period, we will meet it.

For an agreed statutory price reduction or other refund remedy, we will issue the refund without undue delay and within 14 calendar days, counting the day we agree that you are entitled to it as day one, or earlier where required by law. We will not use the time taken to investigate to unreasonably delay a decision. Your bank or payment provider may need additional processing time after we issue the refund.

We refund the original payment method unless you expressly agree to another method. We do not charge a refund fee. Refunds are made in the original transaction currency; a payment provider may apply its own currency conversion rate.

Purchases through Paddle

Our first purchase guarantee and unintended-renewal promise apply to Bloctric subscriptions purchased through Paddle. They are additional to your rights under Paddle’s buyer terms, its Refund policy, and applicable law. Contact [email protected] to use these Bloctric guarantees. You can also contact Paddle’s buyer support about your purchase.

Optional cancellation wording

You can copy the following into an email, but using it is optional:

“To Bloctric, [email protected]. I give notice that I cancel my contract for the following software or service: [description]. Ordered on: [date]. Order reference, if available: [reference]. Customer name: [name]. Customer email: [email]. Date: [date].”

This email wording is a convenience. The seller must also supply any statutory model cancellation form required for the transaction.