Refund and cancellation policy
In short: you can stop Pro renewing at any time and keep it until the end of the period you paid for. Because your key is delivered straight away at your request, the 14-day cancellation right ends once the key is shown. If Pro is faulty, you have the full rights of the Consumer Rights Act 2015.
1. Stopping your subscription
Open the billing portal from treelace.com/manage (paste your licence key) or from the link on your purchase page, and choose cancel. The cancellation takes effect at the end of the current month or year: you are not charged again and Pro keeps working until then. We do not refund the rest of a period you have already started, except as described below.
2. Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer who buys digital content online usually has 14 days to cancel. That right ends once the digital content starts to be supplied, if the consumer has asked for supply to start during the 14 days and acknowledged that they lose the right when it does (regulation 37).
- Before you can pay, our buy page asks you to tick a box to request that Pro starts immediately and to acknowledge that you lose the right to cancel once your key is shown. You cannot continue without it.
- Your purchase page lets you download a confirmation recording your request and acknowledgement, with the date and time.
So once your licence key has been shown to you, the 14-day right to cancel no longer applies to that payment. If you paid but your key was never shown (for example because of a technical fault) and you have not used Pro, you may cancel within 14 days of paying for a full refund: email support@treelace.com.
Each renewal is part of the same contract, so no new 14-day period starts on renewal.
3. If Pro is faulty
If Pro is not of satisfactory quality, not fit for purpose or not as described, you are entitled to have it repaired or replaced. If that is impossible, or does not fix the problem within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which can be a full refund. Tell us what went wrong at support@treelace.com. These rights come from the Consumer Rights Act 2015 and are not affected by anything in this policy.
4. How refunds are paid
Refunds are made through Stripe to the payment method you used, within 14 days of our agreeing the refund. Because the sale is made through Onelink (shown on the checkout page as "Sold through Onelink"), Onelink may also handle refunds and disputes under its own terms. When a payment is refunded in full, we end the subscription and the licence key stops unlocking Pro the next time it is checked; a copy of the key used offline stops working when it expires.
5. Contact
Nikah AI Ltd, trading as Treelace, Office 1216, 60 Tottenham Court Road, London W1T 2EW. support@treelace.com.