Refund and Withdrawal Policy

Digital24 LTD — convert24.co
Last updated: 24-8-2026

1. Scope

This Refund and Withdrawal Policy applies to all services provided by Digital24 LTD (“Company”, “we”, “us”, “our”), a company registered in England and Wales under company number 12728844, registered office Kemp House, 160 City Road, London EC1V 2NX, England, through https://convert24.co (the “Service”).

It applies together with our Terms of Service and Subscription Terms. Where this Policy conflicts with either of those documents, this Policy prevails on all matters of refunds and withdrawal.

Nothing in this Policy limits or excludes your mandatory rights as a consumer under the law of the country where you have your habitual residence.

2. Three different things

These are often confused. They are not the same:

Cancelling is not the same as withdrawing. If you are within your first 14 days and want your money back, see section 4.

3. Cancellation — stopping future charges

You may cancel at any time, with no notice period, no cancellation fee, and without giving a reason.

How: log in to your account, go to Account settings → Subscription, and select cancel. The subscription is cancelled automatically by our system and you receive a confirmation email.

Cancellation stops all future charges. Your access continues until the end of the period you have already paid for. Cancelling does not by itself refund a payment already made — for that, see section 4 if you are within your first 14 days.

We will never require you to call us, speak to a retention agent, or complete more steps to cancel than you completed to subscribe.

4. Your right of withdrawal — 14 days

If you are a consumer resident in the European Union, the European Economic Area or the United Kingdom, you have the right to withdraw from your contract within 14 days, without giving any reason.

You keep this right even after you have started using the Service.

4.1 When the 14 days run

The withdrawal period runs for 14 calendar days from the day your contract is concluded — that is, the day you complete your trial purchase.

Because the 7-day trial converts into a monthly subscription on day 7, the first monthly charge falls inside your withdrawal period.

4.2 How to withdraw

Send us a clear statement that you wish to withdraw. Any unequivocal statement is enough — you do not have to use a particular form or wording, and you do not have to give a reason.

Email info@convert24.co with your name and your account email address. We will confirm receipt, recording the date and time.

You may also use the model form below, but you are not obliged to:

Deadline. It is enough that you send your communication before the 14-day period expires. You do not need us to have replied.

4.3 What you get back

We refund all payments received from you, using the same means of payment you used, within 14 days of the day we are informed of your decision to withdraw. You will not be charged any fee for the refund, and we do not deduct our payment processing costs.

5. After the 14 days — no refunds

Once your 14-day withdrawal period has ended, subscription payments are not refundable. This includes:

• periods you paid for but did not use;
• forgetting to cancel before a renewal;
• deciding you no longer need the Service.

Non-use does not create a right to a refund. What you pay for is continuous availability of the Service for the whole of the period charged — the Service is delivered by being made available to you, whether or not you choose to use it in a given period. This is the same principle that applies to any subscription.

Cancelling stops all future charges but does not refund the current period, which has already been made available to you.

Each billing period is charged and provided separately. Every monthly payment covers the availability of the Service for that month, and is complete once that month has been made available to you.

Keeping in touch. We send your order confirmation, your trial reminder, your subscription confirmation and your cancellation confirmation to the email address on your account. Please keep that address current, and check your inbox and your spam folder. If you cannot find one of these messages, contact us and we will tell you when it was sent.

This section does not affect section 6, or any mandatory rights you have under the law of your country of residence.

6. If the Service does not work

If a technical fault on our side prevented you from using the Service, contact info@convert24.co within 30 days of the charge, with:

• your account email address,
• a description of the problem,
• supporting evidence (screenshots, error messages, dates and times).

Where the fault is confirmed, we refund the affected period. Where a third-party provider we depend on caused an outage, we assess the actual effect on your use of the Service.

We aim to reply as quickly as possible, normally within a few working days.

7. Refunds we choose to make

We may issue a refund in circumstances not covered above, at our discretion.

Doing so once does not oblige us to do so again, does not create a practice or precedent, and does not vary this Policy. Each request is assessed on its own facts.

Time limit. Requests under section 6 or this section must reach us within 30 days of the charge concerned. After that period we are not able to review a past charge, except where you have a mandatory legal right that says otherwise.

8. If you think a charge is wrong

Please contact us first at info@convert24.co. We resolve most cases quickly, and it is faster than a bank dispute.

This is a request, not a condition. Contacting us first is not a precondition of any refund, and nothing in this Policy limits your right to raise a dispute with your bank or card issuer, or to use any other legal remedy available to you.

Where a dispute is demonstrably fraudulent — for example, a claim of an unauthorised transaction on an account that has been actively used — we may suspend the account, decline further service, and provide our transaction records to the payment network.

9. Abuse

We may decline a refund, or suspend an account, where we have evidence of:

• repeated refund requests across multiple accounts controlled by the same person;
• multiple accounts sharing the same payment instrument, device or IP address in a pattern indicating abuse;
• misrepresentation of identity or billing details;
• use of the Service in breach of our Terms of Service.

We tell you in writing when we do this and why, and you may contest the decision by replying to that message.

This section does not apply to a genuine exercise of your right of withdrawal under section 4, which we honour regardless of how much you have used the Service.

10. Changes to this Policy

We may update this Policy. The version that applies to your contract is the version published on the date you concluded it, and we keep previous versions available on request.

11. Contact