Refunds and your 14-day right to change your mind
A Pro payment is not usually refundable once the month it pays for has started, but there are important exceptions, including your right to change your mind within 14 days of your first payment. This page explains when you can get money back and how to ask for it. The Refund Policy sets out the full position.
Your 14-day right to change your mind
If you live in the UK, the EU or the EEA, you can change your mind within 14 days of your first Pro payment, without giving a reason.
When you buy Pro, you tick a box asking for Pro to start straight away. That does not take this right away from you: you keep it for the full 14 days.
If you change your mind, we refund your first payment less a proportionate amount for the time Pro was available to you. The sooner you tell us, the more you get back. Changing your mind ends your Pro subscription, and your account moves to the free Basic plan.
The right applies to your first payment only, not to the monthly payments after it.
If you live somewhere else, the law there may give you a similar right over a different period. Where it does and it cannot be excluded, that right applies.
How to change your mind
Email support@bettrading.net before the 14 days are up. Any clear statement that you want to withdraw is enough, for example: "I want to withdraw from my BetTrading.net Pro subscription." You can use the model cancellation form in section 4.7 of our Terms of Service, but you do not have to.
Cancelling on Stripe's billing page stops future payments, but it does not refund your first payment. To get money back within the 14 days, email us as described above.
Other times we refund a payment
Outside the 14 days, a payment is not refundable once the month it pays for has started. This is because the free Basic plan lets you get to know BetTrading.net for as long as you like before you pay anything.
We will always put things right if:
- you were charged twice for the same month, or charged by mistake, for example after you had cancelled;
- you were charged without your permission, in which case tell us straight away so that we can look into it;
- a fault on our side stopped Pro from working for a large part of your month, and we could not fix it within a reasonable time after you reported it;
- a payment went through after your account had moved to Basic, in which case we refund the charge for the days you spent on Basic. If a Pro payment fails explains how that happens.
Nothing here limits your legal rights as a consumer.
How to ask for a refund
Email support@bettrading.net and include:
- the email address you used to buy Pro;
- the approximate date of the payment;
- a short description of what happened.
We check each request against the Refund Policy and your legal rights, and we reply by email.
How long a refund takes
- Once we approve a refund, we issue it within 3 working days.
- If you are changing your mind within the 14 days, we issue the refund no later than 14 days after the day you tell us.
- The refund goes back to the payment method you paid with, and Stripe emails you a receipt for it.
- Your bank or card provider usually shows the money in your account within 5 to 10 working days of the refund being issued. That part is outside our control.
Before you dispute a charge with your bank
Email us first. We can usually put a billing problem right more quickly than a dispute through your bank or card provider, and we would like the chance to.
A dispute does not switch off Pro automatically. As the Refund Policy explains, we may suspend access to Pro while a dispute is investigated, and we decide that case by case.