Refund Policy

9by16 is a subscription service. Plans are charged in advance and renew automatically until you cancel. This page explains how to cancel and when you are entitled to money back. It forms part of our Terms of Service.

Cancelling

You can cancel at any time from your billing settings. No notice period, and you do not need to contact us to do it.

Cancellation takes effect at the end of the period you have already paid for. You keep full access until that date, and we do not refund the unused part of a period. An annual plan therefore runs to the end of the year you paid for rather than being refunded in part.

14-day right to cancel

If you are a consumer in the UK or the EU, you have a statutory right to cancel within 14 days of first subscribing, and nothing on this page affects it.

Because access to 9by16 starts immediately when you subscribe, we may charge for what you have used up to the point you cancel and refund the balance. To exercise this right, email support@9by16.co.uk within those 14 days.

Refunds outside those cases

We would rather sort out a problem than keep money from someone who is not getting anything for it. If you were charged in error, charged twice, or the service was unusable for a sustained period, email us and we will refund you.

Refunds are returned to the original payment method and typically take five to ten working days to appear, depending on your bank.

Team plans

Team plans are billed annually per seat. Adding seats mid-term is charged pro rata for the remainder of the period. Removing seats reduces the cost from your next renewal rather than producing a refund. Whoever set the team up is responsible for its bill and is the only person who can cancel it.

Failed payments

If a payment fails and is not resolved, the account returns to the free plan. Your saved references and collections remain; features limited to paid plans stop being available.

Who to contact

Payments are processed by Stripe on our behalf. Refund requests come to us — email the address below and quote the receipt you were sent.

support@9by16.co.uk