Refunds & Complaints

Overview

This policy sets out how refunds work for Nessa Pro subscriptions and how to raise a complaint about our service.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period from the date you first subscribe to Nessa Pro. During this period, you can cancel for any reason and receive a full refund.

To cancel within the cooling-off period, email us at hello@nessa-app.com or cancel through your account settings.

We will process your refund within 14 days of receiving your cancellation request.

Cancelling after the cooling-off period

You can cancel your Nessa Pro subscription at any time through your account settings or by contacting us. When you cancel:

• Your subscription will remain active until the end of your current billing period
• You will not be charged again after the current period ends
• Your account will revert to the free tier
• Your data (incidents, conversations, evidence) will be retained and accessible on the free tier, subject to free tier limits
• We do not provide partial refunds for unused time within a billing period

When we may offer a refund

Outside the cooling-off period, we may offer a refund at our discretion if:

• You experienced a significant service outage or technical issue that prevented you from using Pro features
• You were charged in error (e.g., after you had already cancelled)
• There are other exceptional circumstances

To request a refund, email hello@nessa-app.com with details of your situation. We aim to respond within 5 working days.

Annual subscriptions

If you are on the annual plan (£130/year) and cancel within the 14-day cooling-off period, you receive a full refund.

After the cooling-off period, your subscription continues until the end of the annual term. We do not provide pro-rata refunds for annual subscriptions, except at our discretion or where required by law.

How refunds are processed

Refunds are processed through Stripe to the original payment method. Please allow up to 10 working days for the refund to appear on your statement.

Making a complaint

If you are unhappy with any aspect of our service, please let us know:

• Email: hello@nessa-app.com
• Please include a clear description of your complaint and any relevant details (such as your account email, dates, and what happened)

Complaints procedure

• We will acknowledge your complaint within 2 working days
• We will investigate and aim to provide a full response within 10 working days
• If we need more time, we will let you know and explain why
• If you are not satisfied with our response, you can escalate to our senior team by replying to the complaint email

External dispute resolution

If we are unable to resolve your complaint to your satisfaction, you may be able to use an alternative dispute resolution (ADR) service. While we are not currently registered with an ADR provider, we are committed to resolving complaints fairly.

You also have the right to take legal action through the courts.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. For more information about your consumer rights, visit the Citizens Advice website at citizensadvice.org.uk.

Contact

For refund requests or complaints: hello@nessa-app.com