Refunds & Cancellation Policy

You can cancel membership using the Membership/Billing controls. Cancellation normally stops the next automatic renewal rather than ending the current paid period immediately.

Your Membership page should show the access-end date. Where available, you may resume a cancellation before that date.

Ordinary cancellation does not by itself give a refund for the current period. Statutory cooling-off rights are separate and are explained in section 2.

We do not charge a contractual cancellation penalty.

If you are a consumer, you may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, normally for 14 days from the date the contract is made, where those rights apply. This is separate from ordinary membership cancellation and is not a money-back guarantee.

Where you expressly ask us to begin providing services or digital content during the applicable cancellation period, those rights may be affected. In particular, statutory rights relating to digital content may be lost once supply begins where the legal requirements for express consent and acknowledgement have been met. For services begun at your request, any refund due may take account of services already supplied. Asking for immediate supply does not by itself remove every possible cancellation right for the whole membership.

If you wish to exercise a statutory cancellation right, please contact Buried Beneath LTD by email at support@buriedbeneath.co.uk, clearly stating that you wish to cancel under your statutory cooling-off rights and giving the email address of your Vault account. Using the Cancel membership button on its own stops future renewal; it is not treated as a statutory cancellation request.

In-app cooling-off refund route. Where your Membership page shows that you are within the displayed 14-day period and you have not completed any Land Intelligence report or Find Identification since that membership began, you can choose “Cancel now & request full cooling-off refund”. Vault displays the deadline: the end of the 14th calendar day after the day your membership started, using UK (Europe/London) time.

If you choose that route, your membership and Vault analysis access end immediately and your unused monthly subscription Land and Find credits are removed. Purchased top-up credits and any separately retained credits are not treated as unused monthly subscription credits. The refund is processed manually to your original payment method, and we send a Refund Confirmation email once our administrator has recorded it as processed. While the refund is pending, new analyses and a new membership cannot be started.

If you also asked for your account to be deleted, deletion waits until the refund has been completed and then continues through our existing account deletion process. Records needed to evidence the refund, payment and your request are retained as described in the Privacy Notice.

If you have already used Vault, this in-app route is not shown. That does not mean you have no statutory rights: you can still cancel future renewal, and you can contact us as described above if you believe separate statutory rights apply.

Where a statutory cancellation results in a reimbursement, we will process it without undue delay and within the timeframe required by law, normally to the original payment method unless we agree otherwise with you. This does not create a general money-back guarantee.

Nothing in this policy removes statutory rights or remedies for services or digital content that are faulty, not as described or otherwise fail to meet applicable legal requirements.

A credit may be reserved when analysis begins. It is consumed when the requested analysis is successfully delivered.

If analysis fails before delivery because of a technical failure in the Buried Beneath Vault workflow, the reserved credit should be automatically released to the appropriate balance. If that does not happen, contact us with the report/reference.

A successfully delivered report is not automatically refundable merely because the user hoped for a different identification, valuation or target score, provided the service was delivered as described and with the required standard of care. This does not affect statutory remedies where the service itself is defective.

Credit-pack price and quantity are shown before purchase. Purchased credits have no cash value and cannot normally be exchanged for cash after they have been used.

Any applicable statutory cancellation right for an unused purchase will be honoured. Where immediate digital supply/use is requested during a cancellation period, the checkout must provide the legally required information and obtain any legally required consent/acknowledgement.

If a credit has been consumed by a successful report, refund eligibility will depend on applicable consumer law and whether the service conformed to the contract.

If you believe you were charged twice, charged after a valid cancellation, or charged an incorrect amount, contact us promptly through the Contact Us form under Subscription/Payment. We will investigate payment-provider and internal billing records.

If a recurring payment fails, membership may enter a past-due or restricted state while the payment provider retries or requests updated payment information. We will not deliberately consume new paid analysis credits if the account is not entitled to use them.

Where a refund is due, it will normally be returned through the original payment method. Bank/card processing times are controlled by the payment provider and receiving bank.

You do not have to use this form, and you can cancel membership at any time from the Membership page. It is provided so that, where a statutory cancellation right applies, you have a clear written way to exercise it. Complete and send it to support@buriedbeneath.co.uk.

Where you asked us to start the service immediately, or where digital content has already been supplied at your request, the effect of cancellation is as described in sections 2 and 5 above. This does not affect your rights if something is faulty or not as described.

Use Contact Us and select Subscription/Payment. Include the relevant transaction, report or account reference where available.

Version 1.2, effective 28 September 2026 (current): section 2 describes the in-app cooling-off refund route; version 1.1 is retained unchanged. Version 1.1, effective 28 September 2026: section 2 explains statutory cooling-off rights separately from ordinary membership cancellation and how to exercise them. Version 1.0, effective 29 August 2026, is retained unchanged as the historical record.