Refunds
This page summarises decisions already made. The full, binding document is being prepared and will replace this summary in time. If anything here matters to a decision you are about to make, write to [email protected] and ask.
A pass is a single, one-time payment — £1 for 30 days, £10 for 365 days. This page explains how to cancel one and how to get your money back.
The 14-day cancellation right
UK law gives you 14 days to change your mind about a digital purchase. You are not asked to give that right up: nothing at checkout asks you to waive it in exchange for immediate access, so it applies in full. Write within 14 days of buying a pass and it will be refunded, whether or not you have used the space in the meantime.
After 14 days
If the service did not work, if you were charged twice, or if a pass was bought by mistake and not used, write and it will be refunded. The amounts are £1 and £10; nobody is going to argue with you over them.
Nothing renews, so there is nothing to cancel
Every pass is a single payment. There is no subscription, no stored mandate and no automatic renewal, so there is no recurring charge to stop. When a pass reaches its end date it simply ends. If you want another, you choose to buy another.
How to ask
Write to the address below from the email address on the account, and say what happened. A reply should come within a few days.
How a refund arrives
Refunds go back to the card that paid, through Stripe. Your bank decides how quickly it appears, usually within five to ten working days. The original payment appears on statements as ITISYOU.APP.
A charge you do not recognise
If you see a charge claiming to be from itisyou that you did not make, write to the address below and check with your bank. Passes are only ever sold from space.itisyou.app, and are only ever charged once.