Refunds and cancellation

Cancelling a subscription

The Billing page in your account has a Manage button. It opens the billing portal hosted by Stripe, and the subscription is cancelled from there. It is your own action — there is nothing to ask us for and no notice to give.

The portal tells you when the cancellation takes effect before you confirm it. Until the subscription lapses you keep everything it covers. What a lapse then costs you depends on how your instance is configured: on the configuration Rolehound ships with, subscription enforcement is switched off, and a lapsed subscription on its own stops none of the background work — the searches, the mailbox polling, the watchlist. If access to any of that is ever closing or paused, a banner appears across the top of the app saying so. No banner means nothing has changed. Either way, nothing already done is undone.

What cancelling does not do

It does not close your account, and it does not remove anything from it. Your jobs, your applications, your generated documents and your whole history stay exactly where they are, and so does any credit you have already bought.

If you want the account itself deleted, that is a separate request. There is no self-service delete button in Rolehound — the privacy policy explains how to ask and what happens.

Prepaid credit is consumed as it is used

Credit is bought separately from the subscription and cancelling one has no effect on the other.

Credit moves only when an AI call actually succeeds, and it is charged on what that call really used rather than on an estimate — a call that fails costs nothing. Before a call is made, Rolehound checks that your balance could cover the worst case that call might cost, and refuses it if it could not. Metered AI spend is rolled up by month and by feature on the Billing page, covering the last year; individual calls are not listed.

Nothing expires credit. It sits on the account until an AI call uses it. That is the distinction that matters here: credit you have spent has already been converted into work done for you, and cannot be handed back. Credit still sitting on your balance has not.

Your rights as a consumer

If you are a consumer in the UK, the Consumer Contracts Regulations give you a right to cancel a contract bought online within a cooling-off period of 14 days and get your money back.

Digital services are a special case within those rules. If you ask for the service to begin straight away inside that period — which is what happens the moment a subscription starts or credit is spent — you lose the right to cancel the part that has already been supplied, and you are charged for it. The part that has not been supplied is a different matter.

Separately, and regardless of any of the above, the Consumer Rights Act 2015 says a digital service must be as described, fit for purpose and of satisfactory quality. If it is not, you can ask for it to be put right or for money back, and nothing on this page limits that.

Asking for a refund

Ask through the contact page, or by email to support@rolehound.co.uk. Tell us which payment it is — the date and amount, or the invoice number from the Billing page — and what went wrong. There is no automated refund button; a person reads the request and answers it.

What gets looked at: whether the service was faulty or not as described, whether credit was charged for work that was not delivered, and whether the payment was a plain mistake such as an accidental repeat purchase. Where a charge was our error, it is put right.

Being straight about the state of this: Rolehound does not publish a refund window or a satisfaction guarantee, because there is not one written down to publish. Inventing one on this page would be worse than saying so. What is above is the mechanism — how to ask, and what happens next.

Unused credit

Credit you have bought and not spent is work still owed to you. If you would rather have the money back than a balance sitting there, say so when you write in.

Credit that never came from a payment — a referral reward, or credit granted by the operator — cannot be refunded in money, because no money was paid for it.

How a refund reaches you

Refunds go back through Stripe to the card or account the payment came from. They cannot be sent anywhere else; that is Stripe's rule rather than ours, and it is also what stops a refund becoming a way to move money.

Once Stripe has issued it and reported it back, the refund appears on the Billing page as a row in your payment history, shown as a negative amount. There is no separate credit-note document — that row is the record. How long it then takes to appear on your own statement is up to your bank.

If a payment fails

If a subscription payment fails, the account goes past due and Rolehound carries a grace window of 7 days from the moment that status was recorded. What that window is worth in practice depends on how the instance is configured: on the configuration Rolehound ships with, subscription enforcement is switched off, and a past-due subscription on its own stops none of the background work. Update the card in the billing portal and everything carries on. Nothing is deleted at any point in this.

If we close your account

We may suspend or close an account that breaks the terms of service. If we close yours for some other reason, ask about credit you have bought and not used, by the same route as above.

Questions

The pricing page sets out what is charged for and how credit is spent. Anything not answered there or here, ask on the contact page.