Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") explains how you can cancel your Sharp Hour subscription and under what circumstances you may be entitled to a refund. It applies to all paid subscription plans offered by Sharp Hour Ltd ("Sharp Hour", "we", "us", or "our") through the Sharp Hour scheduling platform (the "Service").

This Policy should be read together with our Terms & Conditions. In the event of any conflict between this Policy and the Terms regarding refunds or cancellations, this Policy shall prevail to the extent of the inconsistency.

Sharp Hour Ltd is registered in England and Wales. Registered office: Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom.

Free plan. The Free plan does not involve any payment. You may use it indefinitely subject to our Terms & Conditions. You may delete your account at any time from your account settings without any cancellation or refund process.

Paid plans. This Policy applies to all paid subscription plans, including Pro and Team tiers (and any successor or additional paid plans), whether billed monthly or annually.

Enterprise plans. Custom or enterprise agreements may have separate refund and cancellation terms as set out in your written agreement with us. Where no separate terms exist, this Policy applies.

You may cancel a paid subscription at any time using either of the following methods:

• Account dashboard: log in to Sharp Hour, navigate to Settings > Billing, and select "Cancel subscription". Follow the on-screen instructions to confirm cancellation
• Email: send a cancellation request from your registered account email address to hello@sharphour.com with the subject line "Subscription Cancellation" and include your full name and account email

Cancellation requests received by email will be processed within two (2) business days. You will receive a confirmation email once cancellation has been processed.

When cancellation takes effect. Cancellation takes effect at the end of your current billing period. You will continue to have access to paid features until that date. You will not be charged for any subsequent billing periods after cancellation is confirmed.

Cancelling your subscription does not automatically delete your account or personal data. If you wish to delete your account entirely, you may do so separately in accordance with our Privacy Policy.

Certain paid plans may include a free trial period (typically 14 days). During the free trial, you will not be charged provided you have not previously used a free trial for the same plan.

Before the trial ends. If you cancel before your free trial expires, your subscription will not convert to a paid plan and you will not be charged. Access to paid features will end when the trial period expires.

After the trial ends. If you do not cancel before the trial expires, your subscription will automatically convert to a paid plan at the then-current subscription rate and your payment method on file will be charged. The first paid charge marks the start of your billing period for refund purposes.

We will send you a reminder email before your trial ends where technically feasible, but it is your responsibility to cancel before the trial expires if you do not wish to be charged.

We want you to be satisfied with Sharp Hour. Refunds are available in the circumstances set out below. Outside these circumstances, subscription fees are generally non-refundable.

5.1 14-day cooling-off period (consumers)

If you are a consumer resident in the United Kingdom or European Union, you have a statutory right to cancel your subscription and receive a full refund within 14 days of the date of your first paid charge, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent EU consumer protection laws.

To exercise your cooling-off right, you must inform us of your decision to cancel before the 14-day period expires by emailing hello@sharphour.com or using the cancellation methods in Section 3. We will process your refund within 14 days of receiving your cancellation notice.

Important — digital content and services. If you expressly request that we begin providing the Service during the 14-day cooling-off period (for example, by subscribing and immediately using paid features), you acknowledge that you may lose your right to a full refund once the Service has been fully performed during that period, to the extent permitted by applicable law. We will ask for your express consent before you access paid features during the cooling-off period where required.

5.2 Service unavailability

If the Service experiences a material outage attributable to us — defined as unavailability of core scheduling functionality for more than 24 consecutive hours — you may request a pro-rata refund or account credit for the affected period. Planned maintenance announced in advance, outages caused by third-party services outside our control, or issues arising from your own equipment or internet connection are excluded.

5.3 Billing errors

If you were charged incorrectly — including duplicate charges, charges after confirmed cancellation, or charges at an incorrect rate — contact us promptly and we will refund the overcharged amount in full.

5.4 Exceptional circumstances

We may, at our sole discretion, issue refunds or account credits in other circumstances where we determine it is fair and reasonable to do so. Contact us to explain your situation.

5.5 What is not refundable

Refunds are generally not available for:

• Subscription fees for billing periods that have already elapsed, beyond the 14-day cooling-off period
• Partial months or partial billing periods after the cooling-off period has expired
• Downgrades from a higher-tier plan to a lower-tier plan mid-billing-cycle (the downgrade takes effect at the next renewal — see Section 8)
• Accounts suspended or terminated for breach of our Terms & Conditions
• Charges where you failed to cancel before a free trial or renewal date
• Any fees, charges, or taxes levied by your bank or payment provider

Where a pro-rata refund is approved (for example, following a material service outage as described in Section 5.2), we calculate the refund as follows:

• Monthly subscriptions: refund = (subscription fee ÷ total days in billing period) × number of days of material outage or affected service
• Annual subscriptions: refund = (annual fee ÷ 365) × number of days of material outage or affected service

Pro-rata refunds are issued to your original payment method or as account credit, at our discretion. Pro-rata refunds are capped at the amount paid for the current billing period.

To request a refund, email hello@sharphour.com with the subject line "Refund Request" and include the following information:

• Your full name and registered account email address
• Your subscription plan (Pro, Team, or other)
• The date and amount of the charge you are disputing
• The reason for your refund request
• Any relevant supporting information (e.g. screenshots of billing errors)

We will acknowledge your request within two (2) business days and aim to provide a decision within five (5) business days. Complex cases may require additional time; we will keep you informed.

You may downgrade from a higher-tier plan to a lower-tier plan (for example, from Team to Pro, or from Pro to Free) at any time through your account dashboard or by contacting us.

Downgrades take effect at the start of your next billing period. You will retain access to your current plan's features until the end of the current billing period. No partial refunds or credits are issued for downgrades mid-cycle.

If you downgrade to the Free plan, your paid subscription will not renew and you will not be charged for subsequent periods.

Approved refunds are returned to the original payment method used for the transaction. We cannot refund to a different card or account except where the original payment method is no longer valid, in which case we will work with you to find an alternative.

Processing time. Once a refund is approved:

• We initiate the refund within five (5) business days of approval
• Refunds typically appear on your statement within five to ten (5–10) business days, depending on your bank or card issuer
• Refunds to certain payment methods (e.g. SEPA direct debit via Mollie) may take up to 14 business days

If you have not received your refund within 14 business days of our confirmation, please contact us and we will investigate with our payment processor.

Currency. Refunds are issued in the same currency as the original charge (GBP). We are not responsible for exchange rate differences applied by your bank if you were charged in a converted currency.

Account credits. Where we issue account credit instead of a monetary refund (for example, for minor service disruptions), the credit will be applied to your next invoice automatically and is non-transferable and non-refundable once applied.

If you believe a charge is incorrect, please contact us at hello@sharphour.com before initiating a chargeback with your bank or card issuer. We are committed to resolving billing disputes quickly and fairly.

If a chargeback is filed without prior contact, we may suspend your account pending investigation. Fraudulent chargebacks may result in permanent account termination and recovery of associated costs to the extent permitted by law.

If you subscribe to Sharp Hour on behalf of a business, organisation, or in a professional capacity (rather than as a consumer), the statutory 14-day cooling-off right described in Section 5.1 may not apply to you. Business customers may cancel at any time in accordance with Section 3, but refunds for elapsed billing periods are generally not available except in cases of billing error, material service failure, or as otherwise agreed in writing.

If you are unsure whether you qualify as a consumer, please contact us and we will clarify how this Policy applies to your situation.

We may update this Policy from time to time. Material changes will be notified by email or through a notice on our website at least 30 days before they take effect. The "Last updated" date at the top of this page indicates when this Policy was most recently revised.

Changes will not affect refund rights that arose before the effective date of the updated Policy.

For cancellation requests, refund enquiries, or billing questions, please contact:

• Sharp Hour Ltd
• Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
• Email: hello@sharphour.com

We aim to respond to all billing and refund enquiries within two (2) business days.