Refund Policy
Last updated: 14 May 2026
Summary
We offer a 14-day money-back guarantee on first-time purchases, voided once you download your procedure document. This page sets out the full terms.
The guarantee
When you buy Premly for the first time, you have 14 days from your original payment date to request a refund. The clock starts the moment your payment succeeds, not the moment you start using the service.
The guarantee ends, regardless of how many days remain, the moment you first download your procedure document as a PDF. After download, the deliverable has been provided and the refund window is closed.
The guarantee applies to:
- The £49 one-off purchase.
- The first payment on a £149 annual subscription.
- The first payment on a £15 monthly subscription.
The guarantee does not apply to:
- Renewal payments on monthly or annual subscriptions.
- Second or subsequent purchases by the same customer (one refund per customer, per product).
- Purchases where the refund is requested more than 14 days after the original payment.
- Purchases where the customer has downloaded the procedure document before requesting a refund.
How to request a refund
Email hello@premly.co.uk from the email address on your account. Include your account email and the approximate date of your purchase. We will respond within two working days.
If your request meets the policy, we will process the refund through Stripe within five working days. Refunds go back to your original payment method. We do not offer credit or alternative refund methods.
If your request does not meet the policy, we will explain why. We will not refund downloaded documents.
Cancelling a subscription
If you cancel a monthly or annual subscription, the cancellation takes effect at the end of your current billing period. You retain access until that date. No refund is due for any unused portion of the period you have paid for.
Cancellation is not a refund. To cancel, go to your dashboard or email us. To request a refund, see above.
Template updates
We update procedure document templates from time to time as Home Office guidance changes. Template updates are part of what your subscription pays for; they are not grounds for a refund of past purchases.
If you have an active subscription, your existing documents will be regenerated to reflect template updates automatically.
Refunds following service issues
If Premly fails to deliver the service we have promised (for example, the wizard does not work, the document does not generate, the service is unavailable for an extended period), contact us at hello@premly.co.uk. We will work with you to resolve the issue. Where we cannot resolve it within a reasonable time, we may offer a refund outside the standard 14-day window at our discretion.
Chargebacks
If you initiate a Stripe chargeback rather than emailing us, we may contest the chargeback where we have evidence that the document was downloaded or the service was used. We prefer to resolve issues directly; please email us first.
Contact
For any refund questions, email hello@premly.co.uk.