Refund & Cancellation Policy
Your 14-day right to change your mind
Your statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 works as follows:
- Subscriptions: you may cancel within 14 days of subscribing. If you asked for the plan to start immediately, you pay only for what was supplied before you told us, worked out from the days and plan credits used (regulations 36 and 50); we refund the rest. Cancelling in “Manage billing” only stops the next renewal, so to use this right please tell us as set out under “To cancel” below.
- Credit packs, one-off items and the Hearing Pass are digital content. At checkout you ask for supply to start now and acknowledge that you will lose the right to cancel; once supply begins, you can no longer cancel (regulation 37).
- Goodwill refunds: once the right to cancel has ended, we do not have to refund credits, passes, one-off items or subscription periods you have bought. We may choose to give a goodwill refund, for example where nothing you paid for has been used, but this is at our discretion and is decided case by case. This does not affect your rights if something is faulty (below).
- To cancel: email support@evidencecanvas.co.uk with your order reference within 14 days, or send us the model cancellation form below. We refund you to your original payment method within 14 days of the day you tell us.
If something is faulty
If a paid action fails or produces a defective result — an error, an incomplete compile, or an output that does not match what was shown before you committed — your rights under the Consumer Rights Act 2015 apply and we will make it right:
- Failed paid actions are refunded automatically — the credit is returned to your account without you needing to ask.
- If a fault cannot be put right, you are entitled to a price reduction or a full refund of the affected purchase.
Cancelling a subscription
There is no minimum term. You can cancel any subscription at any time from “Manage billing” in your account (the Stripe customer portal) or by emailing support@evidencecanvas.co.uk. Cancellation takes effect at the end of the period you have already paid for: you are not charged again and you keep access until then. Outside the 14-day period, no refund is due for the rest of a period you have paid for. This does not affect your 14-day rights above.
How refunds are paid
Refunds are issued to the original card within 14 days of the day you tell us. Cards typically show the credit within 5–10 working days of our confirmation. We never refund to a different account or in vouchers.
Disputes and chargebacks
If you believe a charge is wrong, please contact support first by email at support@evidencecanvas.co.uk or by phone on 07933 848705 — we aim to resolve billing questions within 48 hours. Card disputes go through your card issuer: contacting your bank is always your right and this policy does not limit it.
Credits, passes and trials
- A full refund or payment dispute removes the unspent credits it bought and ends a Hearing Pass bought with it; this happens automatically. A partial refund leaves the purchase in place. Refer-a-friend rewards and partner revenue share earned from a refunded or disputed payment are also removed automatically.
- Family subscribers receive no monthly Action Credits but can buy credit packs, one-off items and a Hearing Pass. Bought credits can be used for preparation tools across case types.
- A testimonial free month is a 30-day trial on your first paid plan, which then renews at the price shown unless you cancel.
Model cancellation form
To cancel, you can copy this form (Schedule 3, Part B to the Consumer Contracts Regulations 2013) into an email or letter, or send us any other clear statement that you are cancelling.
To Noverquis Ltd, 37 Longfellow Way, London SE1 5TB, United Kingdom; email support@evidencecanvas.co.uk:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.