Cancellation and refunds

1. Cancelling your subscription — any time, no reason

You can cancel at any time. Sign in, go to your account, and choose Cancel subscription. It takes two clicks. You do not have to give a reason, you do not have to telephone anyone, and there is no retention flow trying to talk you out of it.

• Cancelling stops the next charge.
• You keep the plan until the end of the period you have already paid for.
• After that you drop to the Free plan. Your account is not deleted unless you ask.
• You can resubscribe whenever you like.

If for any reason you cannot cancel from the account page, email support@starbak.shop or call +44 7824871118 and we will do it for you the same working day. Cancelling is never made harder than subscribing.

2. Your 14-day right to change your mind

As a consumer you have the right, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, to cancel a distance contract within 14 days and get your money back. The 14 days run from the day the contract is made.

Sugarhold is a digital service that begins as soon as you subscribe. Under regulation 37, that right ends once the service has been fully provided — but only where you have asked us to begin within the 14 days and acknowledged that starting means losing the right. That is why there are two separate boxes at checkout, and why neither of them is ticked for you:

1. I ask Sugarhold to start providing the service immediately, within the 14-day cancellation period.

2. I understand that once the service has been fully provided I will lose my right to cancel under the Consumer Contracts Regulations 2013.

Both are checked on our servers, not just in your browser. Both are repeated word for word in the confirmation email we send you, so you have a record of what you agreed to.

If you did not tick them, the service does not begin until the 14 days are up, and your right to cancel is untouched throughout.

3. How to exercise the right

Tell us clearly that you want to cancel, before the 14 days are up. Any clear statement is enough — an email saying so is fine. You can use the form below if you prefer, but you do not have to.

• Email: support@starbak.shop
• Telephone: +44 7824871118
• Post: to our registered office, on the legal information page

To meet the deadline it is enough to send your message before the 14 days end. We will acknowledge it without delay.

4. Getting your money back

Where the right applies, we refund all payments received from you within 14 days of being told you are cancelling, using the same means of payment you used, and we do not charge a fee for it.

If you asked us to start straight away and then cancel part-way through the 14 days, we may keep an amount in proportion to what you have used up to the point you told us, and refund the rest.

5. Refunds outside the 14 days

The 14-day right is not the only thing available to you. Under the Consumer Rights Act 2015 a digital service must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to have it put right, or to a reduction in price, and we will sort that out with you. Nothing on this page or anywhere else on this site takes away those rights.

Beyond that: if something has gone plainly wrong — you were charged twice, you meant to cancel and did not, you subscribed by accident — write to us. We would rather return the money than keep it on a technicality.

6. Model cancellation form

This is the statutory form set out in Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Complete and return it only if you wish to cancel the contract.

7. Reminders you will get from us

We follow the subscription requirements of the Digital Markets, Competition and Consumers Act 2024 voluntarily, ahead of the date they take effect. So you will get a reminder before an annual renewal, a reminder before any introductory period turns into a full-price one, and a clear route to cancel in the same place you subscribed. None of that is required of us yet. We are doing it anyway.