This Refund Policy sets out when and how Supplio will refund subscription Fees. It forms part of our Terms of Service and applies to all paid subscriptions purchased through supplio.co.uk unless a separately-signed enterprise agreement says something different.

Supplio is sold business-to-business. The UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 protect consumers buying for personal purposes. They do not generally apply to business-to-business contracts. The 14-day money-back guarantee below is a contractual commitment we make voluntarily, not the exercise of a statutory consumer right.

1. The 14-day money-back guarantee

If you are buying a Supplio subscription for the first time and you decide within 14 days of your initial purchase that Supplio is not for you, we will refund the Fees you have paid for that subscription in full, no questions asked.

To exercise the guarantee, email founder@supplio.co.ukfrom the email address registered on the account, with the subject line "14-day refund", before the end of the 14-day window. We will confirm receipt within one UK business day and process the refund to the original payment method via Stripe within 14 days of receipt. Bank settlement typically takes a further 5–10 business days depending on your card issuer.

The guarantee applies to:

your first ever Supplio subscription (it does not reset on renewals);
the Fees you have paid up to the point of the request; and
Starter, Growth and Scale plans purchased through our self-serve checkout.

The guarantee does not apply to:

repeat purchases, renewals, upgrades or plan changes after the first 14 days;
fees already charged in a prior subscription term you previously had with us;
Enterprise plans and bespoke order forms, which are refundable only as stated in the relevant order form or master services agreement; or
accounts that have been suspended or terminated for breach of the Acceptable Use Policy or the Terms of Service.

2. Refunds outside the 14-day window

After the 14-day window, refunds are at our reasonable discretion. We will consider full or partial refunds where:

the Service was substantially unavailable during a meaningful part of the billing cycle and you are owed service credits under our Service Level Agreement;
you were charged in error (for example, after a confirmed cancellation, or as a duplicate subscription);
a feature you reasonably relied on was withdrawn and we cannot offer an equivalent; or
a refund is otherwise required by law.

For other requests after the 14-day window, your subscription will continue until the end of the current billing cycle and will not auto-renew once cancelled. We do not pro-rate unused portions of an annual or monthly plan.

3. Cancellations

You can cancel auto-renewal at any time from the account billing page or by emailing founder@supplio.co.uk. Cancellation stops the next renewal but does not retroactively terminate the current Subscription Term. You retain access to Supplio until the end of the period you have already paid for.

4. Upgrades, downgrades and plan changes

Upgrades take effect immediately. We pro-rate the cost against the remainder of the current billing cycle.
Downgrades take effect at the next renewal. We do not refund the difference in respect of the unused remainder of the higher tier.
Additional users / supplier seats are billed pro rata when added and continue to bill in subsequent cycles until removed.

5. Chargebacks

Please contact us before raising a chargeback — a quick email is almost always faster than the bank-dispute process. Chargebacks in respect of charges that have already been refunded, or for charges outside this Refund Policy, may be contested by us through Stripe's dispute process. Repeated unjustified chargebacks may lead to suspension under the Terms of Service.

6. Enterprise and bespoke contracts

Where the Service is provided under a separately-signed enterprise agreement, master services agreement or order form, the refund and cancellation provisions of that agreement take precedence over this Refund Policy.

7. How refunds are processed

All approved refunds are issued via Stripe directly back to the original payment method. We do not issue refunds by bank transfer to alternative accounts other than where required by law.

8. Questions

If anything here is unclear, email founder@supplio.co.uk and a real person from our UK team will reply within one business day.