Subscription cancellation and refunds

Sign in and open Account and Billing, then select Cancel subscription now. You do not need to provide a reason. CoNest asks you to confirm the request because cancellation takes effect as soon as Stripe accepts it and paid access ends immediately.

The connected family space moves to the applicable Free entitlement and no further recurring subscription charge will be created. Cancelling a subscription does not automatically delete your account or family content. Separate account and data-deletion controls apply.

A UK consumer who enters into a service contract online will normally have 14 days after the day the contract is made to cancel. At checkout, CoNest asks you to expressly request that paid access starts immediately rather than waiting until the end of that period.

Where you cancel during the statutory period after requesting immediate performance, CoNest may retain or deduct only the proportionate amount permitted by law for the service supplied before cancellation. Where the legal requirements for such a deduction have not been met, any refund required by law will be provided. Separate rules may apply to any feature that legally qualifies as digital content.

Where a statutory cooling-off refund is due, it will be made without undue delay and normally within 14 days after we are informed of the cancellation. Refunds will usually be returned to the original payment method unless another method is expressly agreed and does not cause you additional fees.

To request a refund, contact customerservice@conest.org.ukand include the account email address, charge date, amount and enough information for us to identify the payment. You do not need to use any particular wording.

CoNest will provide any refund, repeat performance, repair, replacement, price reduction or other remedy required by the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and other applicable UK law. Nothing in this policy removes or restricts those rights.

We may also provide a discretionary refund where appropriate, including for duplicate or incorrect charges, unauthorised payments, a material service failure or other fair circumstances. Outside your statutory rights, a refund is not automatically due solely because the service was not used or is no longer required.

Approved refunds are returned to the original payment method wherever possible. The time taken for funds to appear after approval can depend on the payment provider or bank and is outside CoNest's control.

If Stripe confirms a full or partial refund of a subscription payment, CoNest will immediately cancel the associated paid subscription and end paid access. The same applies when Stripe reports that a chargeback or payment dispute has been opened by the cardholder or payment provider.

This action prevents further recurring charges while the payment is being reversed or reviewed. If a dispute is later resolved in CoNest's favour, the previous subscription will not be restored automatically. A new subscription may be required after the account has been reviewed.

Stripe may retry a failed recurring payment in accordance with the payment settings applying to the subscription. CoNest may restrict paid access or move the family space to Free if a subscription becomes unpaid, cancelled or inactive.

Updating a payment method does not automatically restore a subscription that has already ended following a cancellation, refund or payment dispute unless CoNest confirms otherwise.

Subscriptions purchased through the Apple App Store or Google Play are billed under the relevant store's terms. Cancellation and refund requests will normally need to be made through the store account used for the purchase. CoNest will update the relevant entitlement when the store reports the change to us.

The quickest method is the cancellation control in Account and Billing. You can also contact us by email. No reason is required and you do not have to use a particular form.

Where possible, contact us from the email address linked to the account so that we can identify the subscription and protect your information.

Customer Support: conest.org.uk/support
Email: customerservice@conest.org.uk
Terms of Service: conest.org.uk/terms
Privacy Policy: conest.org.uk/privacy