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All policies effective 1 July 2026 · Unhide AI Ltd

Privacy PolicyTerms of ServiceCookie PolicySensitive DataRefund PolicyAmbassador ProgramAcceptable Use

DOCUMENT 6 — REFUND AND CANCELLATION POLICY

Version: v1.0 Effective Date: 1 July 2026

Refund and Cancellation Policy

Unhide AI Ltd, trading as Unhide Registered in England and Wales Company Number: 14771976

1. Our Subscription Model

Unhide operates on a subscription basis. Subscriptions are available on either a monthly or annual billing cycle and auto-renew automatically at the end of each billing period, unless cancelled before the renewal date.

Our subscription plans are:

Plan Monthly Price Annual Price
Plus £7.99/month £85.99/year
Pro £17.99/month £194.99/year
Free No charge No charge

Add-ons (Plus and Pro only): Extra tracker slots (£1.99/month each), AI analysis 5-packs (£2.99/month per bundle).

We do not offer free trials. The Free plan is our permanent entry-level tier.

All payments are processed by Stripe Inc. All prices are in GBP (British Pounds Sterling) and include any applicable VAT where required by law.

2. Your Statutory 14-Day Cooling-Off Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013"), you have a statutory right to cancel your subscription within 14 calendar days of the date of purchase (the "Cancellation Period") and receive a full refund, without giving any reason.

2.1 The Standard Right

If you cancel within the 14-day Cancellation Period and have not yet requested an AI analysis, you are entitled to a full refund of the subscription amount paid. Your account will revert to the Free plan.

To cancel under this right, contact us at support@unhide.co.uk with the subject line "14-Day Cancellation" and include your account email address. We will process your refund within 14 calendar days of receiving your cancellation request, using the same payment method you used for purchase.

You do not need to give a reason.

2.2 Exception — Express Consent to Immediate Service Commencement

Our AI analysis feature is a digital service. In order to allow you to benefit from it without delay, you have the option to request AI analysis at any time after subscribing, including during the 14-day Cancellation Period.

When you request your first AI analysis, you will be presented with a notice stating:

"By proceeding, you are requesting that Unhide begins delivering the AI analysis service immediately. You acknowledge that, once you confirm this request, you will lose your statutory right to cancel and receive a full refund under the Consumer Contracts Regulations 2013."

By clicking to confirm and proceed with your first AI analysis request, you give your express consent to the service commencing immediately and acknowledge the loss of your right to cancel from that point, in accordance with Regulation 36(1) of the CCR 2013.

If you have used the AI analysis feature during the Cancellation Period, a partial refund may be offered at our discretion, reflecting the value of unused elements of the subscription to date. Contact us at support@unhide.co.uk to discuss your circumstances.

2.3 How to Exercise the 14-Day Right

To cancel within the 14-day Cancellation Period without having requested an AI analysis:

  1. 1.Email support@unhide.co.uk with the subject line "14-Day Cancellation"
  2. 2.Include your name and the email address registered to your Unhide account
  3. 3.Include the date of your subscription purchase

We will confirm cancellation and process the refund within 14 calendar days of receiving your request.

3. Cancellation After the Cooling-Off Period

3.1 Right to Cancel at Any Time

You may cancel your subscription at any time after the Cancellation Period by using the Stripe Customer Portal, accessible from:

Dashboard → Settings → Billing → Manage Subscription

You do not need to contact our support team to cancel — the Stripe Customer Portal provides a self-service cancellation mechanism available 24 hours a day, 7 days a week.

3.2 Effect of Cancellation

Upon cancellation:

  • —Your subscription remains active until the end of your current paid billing period
  • —You retain full access to all paid features until that date
  • —At the end of the paid period, your account automatically reverts to the Free plan
  • —Tracker templates that exceed the Free plan limit (2 active trackers) are paused — they are not deleted
  • —All your data is preserved — entries, analyses, photos, and PDFs are retained in your account
  • —You may re-upgrade at any time to reactivate paused templates and resume full access to your data

3.3 No Pro-Rata Refunds for Mid-Period Cancellations

After the 14-day Cancellation Period has expired, we do not offer refunds for any unused portion of a subscription period. If you cancel a monthly subscription on day 15 of a 30-day period, you retain access until day 30 but are not refunded for days 15–30.

4. Subscription Pause

Plus and Pro subscribers may pause their subscription for a maximum of 3 consecutive months at any time.

4.1 How to Pause

Access Dashboard → Settings → Billing → Pause Subscription.

4.2 What Happens During a Pause

  • —Billing is suspended for the duration of the pause
  • —You retain access to your data but paid features are suspended (AI analysis is not available; tracker templates remain visible but in a paused state)
  • —Data is fully preserved — nothing is deleted during a pause

4.3 Auto-Resume

Your subscription will automatically resume at the end of the pause period. We will send you reminder emails:

  • —14 days before your subscription is set to resume
  • —3 days before your subscription is set to resume

These reminders will confirm the date of resumption, the plan resuming, and the amount that will be charged.

4.4 Maximum Pause Period

The maximum pause period is 3 consecutive months. If you need to pause for longer, you may cancel your subscription instead. Your data will be preserved and you may re-subscribe at any time.

5. Annual Subscriptions

5.1 Cooling-Off Right

The 14-day statutory cooling-off right described in Section 2 applies to annual subscriptions in the same way as monthly subscriptions.

5.2 No Refunds After Cooling-Off Period

After the 14-day Cancellation Period has expired, annual subscriptions are non-refundable in whole. They may be cancelled to prevent renewal at the end of the annual period, but no refund will be issued for the remaining months of the current annual period.

5.3 Cancelling an Annual Subscription

You may cancel your annual subscription at any time via the Stripe Customer Portal (Dashboard → Settings → Billing → Manage Subscription). Your access will continue until the end of your paid annual period. Renewal will not occur, and you will receive a renewal reminder 30 days before your annual renewal date confirming that no further charge will be taken.

6. Renewal Reminders

In accordance with the Digital Markets, Competition and Consumer Act 2024 (DMCCA 2024), we will send you a renewal reminder:

  • —At least 3 days before each monthly auto-renewal
  • —At least 30 days before each annual auto-renewal

Each reminder will state:

  • —The renewal date
  • —The plan and price being renewed
  • —How to cancel before renewal

If you do not wish to renew, you may cancel at any time via the Stripe Customer Portal before the renewal date.

7. Exceptional Circumstances — Refunds at Our Discretion

7.1 Service Failure on Our Part

If we are unable to provide the service due to a fault on our part — including a prolonged outage affecting your access to paid features for a material period, or service discontinuation — we will offer a pro-rata refund for the affected period. The refund will reflect the proportion of the paid period during which the service was unavailable.

7.2 Discretionary Refunds

We recognise that circumstances may arise that fall outside the situations described in this Policy. We will consider discretionary refund requests on a case-by-case basis. To make a request, contact us at support@unhide.co.uk with details of your situation. We cannot guarantee a refund in any case not covered by the statutory rights described in Section 2, but we will respond to your request within 10 working days.

8. How to Cancel — Step by Step

Step 1: Log in to your Unhide account at unhide.co.uk

Step 2: Go to Dashboard → Settings → Billing

Step 3: Click "Manage Subscription" to open the Stripe Customer Portal

Step 4: In the Stripe Customer Portal, select "Cancel Plan" and follow the on-screen instructions

Step 5: You will receive an email confirmation of your cancellation from Stripe

If you experience any difficulty with the cancellation process, contact us at support@unhide.co.uk and we will assist you directly.

9. What Happens to Your Data After Cancellation

Cancellation of your subscription (as distinct from account deletion — see Section 10) does not delete your data.

After cancellation and reversion to the Free plan:

  • —All your tracker entries, AI analyses, uploaded photos and PDFs, and account data are preserved
  • —Active trackers in excess of the Free plan limit (2) are paused — their data is retained, but you cannot add new entries until you reactivate them by upgrading
  • —You retain full access to your data on the Free plan
  • —You may export all your data at any time via Dashboard → Settings → Privacy → Export My Data

10. Account Deletion — Permanent Data Removal

Account deletion is distinct from subscription cancellation and has different, permanent consequences.

Deleting your account will:

  • —Permanently and immediately delete all of your data — including all tracker entries, AI analyses, uploaded photos, PDFs, consent records (subject to our legal retention obligations), and all other personal data associated with your account
  • —Cancel any active subscription (if applicable) via Stripe
  • —Irrevocably close your account

Account deletion cannot be undone. Once deleted, your data cannot be recovered.

To delete your account:

Dashboard → Settings → Account → Delete Account

You will be prompted to hold a confirmation button for 5 seconds before deletion proceeds. This delay is designed to prevent accidental account deletion.

If you delete your account while a paid subscription is active within the 14-day Cancellation Period and have not yet requested an AI analysis, you remain entitled to a refund under Section 2. Contact us at support@unhide.co.uk promptly after deleting your account to request this refund.

If you delete your account after the 14-day Cancellation Period, no refund will be issued for any unused subscription period.

Note on retained records: Even after account deletion, we are required by law to retain certain records:

  • —Consent records are retained for 7 years (as required by UK GDPR accountability obligations)
  • —Audit logs are retained for 7 years
  • —Stripe invoices and transaction records are retained for the period required by UK financial and tax law

These retained records do not include your tracker entries, analyses, or uploaded files — those are deleted on account deletion.

11. Contact for Billing and Refund Queries

For any questions about your subscription, billing, refunds, or cancellations:

Email: support@unhide.co.uk

Please include your account email address and, where relevant, your Stripe invoice or transaction reference. We aim to respond to all billing queries within 3 working days.

Unhide AI Ltd 204 Southcote Lane, Reading, Berkshire, England, RG30 3AU

All six documents are complete. Each document should be published as a separate page on unhide.co.uk. Placeholders in square brackets must be substituted before publication. These documents were prepared as internal legal drafts and should be reviewed by a qualified UK solicitor before going live.

Here is a summary of what was produced and the key decisions embedded in each document.

Six documents delivered, total approximately 18,000 words.

Key legal decisions embedded across the documents:

Privacy Policy names Anthropic PBC explicitly as a sub-processor (as required by UK GDPR), distinguishes the 30-day API retention from our own retention, and correctly characterises the AI analysis as non-Article 22 automated decision-making (because no legal or significant effect flows from it, and you always make the final decision yourself).

Terms of Service handles the CCR 2013 cooling-off right precisely: the trigger for loss of the 14-day right is the first AI analysis request (not subscription start), matched to a consent-at-point-of-use mechanism in the UI. DMCCA 2024 renewal reminder obligations are built in at 3 days (monthly) and 30 days (annual). Liability cap is 12 months of subscription fees, with the mandatory carve-outs (death/personal injury, fraud, Consumer Rights Act) preserved.

Sensitive Data Use Policy correctly separates Article 9 special category data (health, mental health, fertility, biometric) from financial data (not Article 9, but treated with equivalent technical controls). The double-checkbox consent mechanism, consent record retention at 7 years, and the Withdrawal Option A/B mechanism (pause vs. delete) are all specified here in operational terms that engineering can implement directly.

Cookie Policy uses the PECR framework correctly: strictly necessary cookies require no consent; analytics cookies require opt-in. A placeholder [ANALYTICS_PROVIDER] is used since the analytics tool is not yet confirmed.

Acceptable Use Policy includes an explicit prohibition on AI jailbreaking and prompt extraction — important given the AI-centric product. The caregiver section addresses the child-data question without triggering COPPA or UK Age Appropriate Design Code requirements (since the child never has an account).

Refund and Cancellation Policy handles the 5-second delete confirmation, the cascade-delete/cancellation distinction, the 14-day right extinguished at first AI analysis request (with the confirmation notice at point of use), and the DMCCA 2024 auto-renewal reminder timing.

Before publication, a qualified UK solicitor should review:

  1. 1.Whether the IDTA or UK Addendum to SCCs has been formally executed with each named sub-processor — the transfer mechanism reference needs to be accurate at the time of publication
  2. 2.Whether the company requires a formal DPO appointment under UK GDPR Article 37 (likely not mandatory for a sole-founder SaaS at launch, but worth confirming given the volume of sensitive data processed)
  3. 3.ICO registration status and correct ZA-number before going live with the ICO Registration Number placeholder
  4. 4.VAT treatment of subscription services — confirm whether prices displayed should be stated as inclusive or exclusive of VAT depending on status at launch