Refund and Cancellation Policy
Last updated 28 September 2026
The short version: cancel any time from inside your account, no notice period and no cancellation fee. You keep access until the end of the period you have paid for.
On this page
1. Cancelling
You can cancel at any time from inside your account. Sign in, go to Billing, and press Cancel. You do not need to email us, give notice, or explain yourself.
- No minimum term. Monthly, from the first month.
- No notice period.
- No cancellation fee.
- You keep access until the end of the period you have already paid for. If you cancel on the 3rd and your month runs to the 28th, it works until the 28th.
- Nothing further is taken. The PayPal subscription is cancelled at the same moment, so there is no risk of a payment slipping through afterwards.
2. The free trial
Both products start with seven days free, and we do not take card details to begin. If you do nothing at the end of the trial, nothing is charged — the account simply stops working until you subscribe. There is no automatic conversion to a paid plan.
3. Refunds
We bill monthly in advance, and we do not refund part-months as a matter of course — you keep the service for the period you paid for.
We do refund in these situations:
- We got something wrong. If the service did not work as described and we could not put it right, we refund the affected period. You do not have to argue for this.
- A payment was taken after you cancelled. Refunded in full, immediately.
- You were charged twice, or charged for seats you had already removed. Refunded in full.
- You subscribed by mistake and have not used it. If you tell us within 14 days and the account shows no meaningful use, we refund in full. We would rather do that than keep money from someone who did not mean to spend it.
We do not normally refund a month you used and then decided against, unused receptionist minutes, or time spent on custom development that was delivered as agreed.
If you think you have a fair case that is not listed here, email info@redplumm.com and say so plainly. A person reads it, and we would rather be generous than argue over a month's subscription.
Refunds go back to the original PayPal payment method, normally within five working days.
4. Removing people from Redplumm Build
Build is charged per person. Remove someone and your subscription reduces the same day — the quantity on the PayPal subscription changes, so your next payment is lower. You are not billed for a seat after you stop using it, and you do not need to cancel and resubscribe.
5. Receptionist minutes
Each tier includes a monthly allowance of call minutes. Minutes do not roll over and unused minutes are not refunded.
When the allowance runs out, calls divert to your transfer number rather than being dropped, so nobody is ever hung up on. You can change tier at any time from inside your account, and the change applies to your PayPal subscription the same day.
6. Custom development
Bespoke work is quoted and agreed separately, and this policy does not override a signed agreement.
In general: fixed-price work is invoiced in stages, and completed stages are not refundable once delivered and accepted. Retainers are monthly with 30 days' notice on either side, no minimum term. If we have not delivered what we agreed, tell us and we will put it right or refund it.
7. Getting your data out
You can export everything to CSV at any time, including after cancelling. We do not hold records hostage to keep you subscribed.
After cancellation your data remains available for 30 days so you can export it, then it is deleted. If you need longer, ask and we will extend it.
8. Your legal rights
Nothing here affects your statutory rights.
If you are buying as a business, the Consumer Rights Act 2015 does not generally apply to you. If you are a sole trader or an individual buying largely outside your trade, you may have a statutory right to cancel within 14 days of purchase. Where that applies, it stands regardless of anything in this policy, and you can exercise it by emailing us.
9. How to ask
Email info@redplumm.com, or telephone 020 4652 7504. Tell us the account email and what happened.
We aim to answer within one working day, and to resolve refund requests within five.
If you are unhappy with our answer, say so and it comes to a director. We would rather sort it out directly than have you go to PayPal, though you are of course free to do that.