For account access, subscriptions, payments, refunds, invoices, technical issues and safety reports.
Email Customer Support ? SubscriptionManage or cancel your plan
Open your protected Billing page to manage payment details, view invoices or cancel a website subscription immediately.
Open Billing ?Immediate subscription cancellation
A website subscription can be cancelled from Account and Billing. No cancellation reason is required. Before you confirm, CoNest tells you that cancellation is immediate.
Once Stripe confirms the cancellation, paid access ends straight away, the connected family space returns to the applicable Free entitlement and no further recurring subscription charge is created. Deleting the app, deleting an account or leaving a connected space does not by itself cancel payment.
App Store or Google Play subscriptions must normally be cancelled through the store account used to purchase them. The store controls its own billing and refund process.
Cooling-off, refunds and payment disputes
UK consumers normally have a 14-day cancellation period for a distance contract for services. CoNest asks purchasers to expressly request immediate access. If you cancel during that period, any refund and permitted proportionate deduction will be calculated in accordance with UK consumer law.
To request a refund or report an incorrect, duplicate or unauthorised charge, email Customer Support from the account email address. Include the charge date, amount and a short explanation. Do not send a full card number, CVC, password or one-time code.
When Stripe confirms a successful refund or a bank chargeback/payment dispute, CoNest automatically cancels the paid subscription immediately and ends paid access. This prevents further renewal while the payment is reversed or investigated. A refund is not automatically due merely because a subscription is no longer wanted, but statutory rights are never restricted.
Account, technical and safety help
Account access
For sign-in problems, use the secure password reset. Contact us if the account email is no longer accessible.
Technical issues
Tell us the page or feature, approximate date and time, device/browser and what happened. A privacy-safe screenshot may help.
Safety and misuse
Report suspected unauthorised access, harassment, unlawful content or misuse. Do not use ordinary email for unnecessary child, medical or court documents.
Privacy and official requests
Use the data request process for personal-data rights and authorised court, police or solicitor requests.
Complaints
Please describe the outcome you are seeking and provide enough information for us to identify the account and issue. We will acknowledge and investigate complaints fairly. Complex payment, security, privacy or legal matters may take longer because identity, authority and records must be checked.
If a consumer dispute cannot be resolved, we will provide information about an applicable accredited alternative dispute resolution provider where UK law requires us to do so. You can also seek independent consumer advice from Citizens Advice or the appropriate consumer body in your part of the UK.
Privacy and security when contacting us
Support may ask for limited account information to verify identity or authority. CoNest will never ask for your password, email password, full payment-card number, CVC or one-time sign-in code.
Urgent danger and emergencies
If someone is in immediate danger in the UK, call 999. Contact the relevant qualified authority for urgent medical, safeguarding or legal concerns.