Refunds & Cancellation

Where did you buy it?

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

On this website: we are the seller, payment runs through Stripe, and we handle the refund.

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

Bought in the app (iPhone)

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 pass, the Pro days bought with it stop. Days you earned free, or bought separately on this website, are unaffected.

Bought 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.

Pro 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 £3.99, so we will refund a website purchase if:

You bought the wrong length, or bought twice by mistake, and tell us within 14 days.

Pro did not work — the days 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 help@thecaddy.co.uk 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 help@thecaddy.co.uk 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 help@thecaddy.co.uk 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

help@thecaddy.co.uk