Refund Process – Subscription Overpayments
As of 03/06/2025, we've contacted customers via email who overpaid on their subscription and refunded them the amount they were overcharged.
For customers who paid via PayPal more than 6 months ago, we’re unable to process a refund via PayPal so instead, we’ve issued them an online voucher — we’ve rounded up the value as a gesture of goodwill, and it’s valid for online use only.
If a customer gets in touch unhappy about receiving a voucher instead of a refund:
They're entitled to a refund if they insist, and we can issue this via BACS. Please handle with care and empathy, take the customers details and follow the BACS refund process.
If a customer opts for a refund instead of using their voucher, please let them know that the voucher will no longer be valid.
If a customer queries how their refund was calculated or wants to raise a complaint:
Please assign the ticket to the CT team for review, including the details in the internal Zendesk ticket notes.
Please reach out to your team leader if you need any help.