Refund & cancellation.
Last updated: October 2026.
1. Cancellation
You can cancel any module licence from the client console with one click. The licence remains active until the end of the current calendar month and then terminates. There is no cancellation fee and no notice period beyond the current month.
2. Refunds — standard
Monthly fees are billed in advance for the calendar month. Because the licence remains available until the end of the month after you cancel, we do not refund the current month pro rata by default — you continue to use the module for the time already paid.
3. Refunds — exceptions
We refund the current month pro rata (and, where appropriate, the previous month) in the following cases:
- A failure on our side caused the module to be unavailable for more than 72 consecutive hours during a billing month. We confirm the outage from our monitoring record before issuing the refund.
- A regression we introduced in a module release broke the connector for your PMS version and we were unable to roll back within one UK business day of your notification.
- You cancelled within the first 14 days of a brand-new licence, i.e. the first time you ever activated this specific module on this property, and the supervised first run has not yet taken place.
Refunds under these clauses are issued to the original payment method within 10 UK business days of agreement.
4. Volume agreement credits
Operators on a volume agreement see service credits applied automatically on the next invoice when the SLA in the terms of service is breached. Credits do not expire and may be stacked across months.
5. Data on cancellation
On cancellation, scoped API credentials for the terminated module are deleted within 30 days along with module-side guest data (where applicable). We confirm the delete by email. Invoices and VAT records are retained for 7 years for statutory purposes.
6. Dispute resolution
If a refund decision is contested, write to [email protected]. We respond within 10 UK business days. If still unresolved, the dispute is governed by the laws of Scotland under clause 10 of the terms of service.