Refunds & Cancellation

Where did you buy it?

In the app on iPhone: Apple is the seller and takes the payment. Only Apple can refund it or cancel it — we have no ability to do so, however much we would like to help.

On this website: we are the seller and payment runs through Stripe, so we can cancel and refund it ourselves.

Either way, a day pass is a one-off that simply runs out, and monthly and yearly renew until cancelled. A gift code is always a one-off.

If you are not sure, check your receipt. An App Store receipt comes from Apple; a website purchase comes from us via Stripe.

Cancelling a monthly or yearly plan

Day passes and gift codes are not subscriptions. They run out on their own, so there is nothing to cancel and nothing will be charged again.

Subscribed in the app: cancel in your Apple Account settings. Open Settings on your iPhone, tap your name, then Subscriptions, then The Caddy, then Cancel Subscription. We cannot do this for you — Apple holds the subscription, not us.

Subscribed on this website: cancel from your account page, or email [email protected] and we will do it. We hold this one, so we can.

Cancelling stops it renewing. It does not end it early or refund it: you keep Pro until the end of the period you have already paid for, which is what you paid for.

Cancel at least 24 hours before the renewal date. Inside that window Apple has already taken the next payment and it will run for another period.

Deleting your account does not cancel an App Store subscription. Apple bills you, not us, so a deleted account with a live Apple subscription keeps being charged — cancel it first, then delete. A website subscription we do cancel for you when you delete your account.

Refunds on a subscription bought in the app

Request a refund from Apple at reportaproblem.apple.com, signing in with the Apple Account you bought with. Apple decides these, usually within a few days.

You can also open the App Store app, tap your account, then Purchase History.

If Apple refunds a subscription period, the Pro it paid for stops. Days you earned free, or bought separately on this website, are unaffected — they are counted separately and a refund on one never touches the other.

Subscribed on this website — your 14-day right

Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a purchase of digital content and get a full refund.

A website subscription starts the moment you pay, because that is the point of buying it. At checkout you are asked to agree to it starting straight away and to acknowledge that doing so ends your 14-day cancellation right. That consent is what makes the purchase final.

If you did not give that consent, or you have not yet used any Pro feature, contact us within 14 days and we will refund you in full.

When we will refund you anyway

The rules above are the floor, not our policy. We would rather have a fair reputation than £4.99, so we will refund a website purchase if:

You subscribed on the wrong plan, or twice by mistake, and tell us within 14 days.

Pro did not work — it never appeared on your account.

You have purchased but not used any Pro features, and tell us within 14 days.

You were charged and received nothing at all.

Ask us at [email protected] and tell us what happened.

Gift codes

An unredeemed code can be refunded within 14 days of purchase. We void the code and return the money to the card that paid.

Once a code has been redeemed, the Pro days belong to the account that redeemed them and we cannot refund it — the gift has been given and used. Please be sure before you send a code on.

If a code was never delivered, or you cannot find it, email [email protected] with the email address you paid with and we will resend it. That is almost always the real problem, and it costs you nothing.

Free Pro days

Days earned from a group round, a winner’s pass or a referral cost nothing, so there is nothing to refund. They may expire or be withdrawn, and they are not exchangeable for money.

How to ask

Email [email protected] from the address on your account, and tell us what you bought and roughly when. If you have the Stripe receipt or the gift code, include it — it makes this quicker.

We aim to reply within two working days.

Approved refunds go back to the original payment method. Stripe usually returns the money within five to ten working days, depending on your bank.

If we cannot agree

Tell us why you think we have got it wrong and a person will look at it again.

You can also get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. Nothing here affects your statutory rights.

Contact

Hoome Holdings Limited

Unit 3, Lea Hall Enterprise Park, Rugeley, WS15 1LH

[email protected]