Cancellation Policy

1. How to Cancel

You may cancel your The Vow subscription at any time. Cancellation can be initiated in either of the following ways:

• Via account settings — log in to your account, navigate to Settings > Subscription, and select "Cancel subscription". The cancellation will take effect at the end of your current billing period.
• Via support — contact us at hello@the-vow.co.uk and request cancellation. Please include your registered email address in your message. We will confirm receipt within 2 business days and action the cancellation before your next billing date.

Once a cancellation request has been confirmed, no further charges will be made to your payment method. You will receive a confirmation email upon successful cancellation.

2. Effective Date & Access After Cancellation

Your cancellation takes effect at the end of your current paid billing period. You will continue to have full access to all features included in your subscription until that date — cancelling mid-cycle does not immediately restrict your access.

Once your paid period ends, your account will automatically revert to one of the following states depending on availability:

• Free tier — if a free tier is available for your account type, your account will continue with reduced functionality. You will retain access to your data and core features, but premium features (such as advanced analytics, automation, and additional storage) will no longer be available.
• Read-only mode — if no free tier applies to your account type, your account will enter read-only mode. You will be able to view and export your existing data, but you will not be able to create new records or use active platform features until a subscription is reinstated.

We will send a reminder email 7 days before your paid period expires, and a follow-up notification on the day your account transitions to free tier or read-only mode.

3. Refund Policy

Subscription fees are charged at the start of each billing period and are non-refundable on a pro-rata basis. If you cancel mid-cycle, you will not receive a refund for any unused portion of the current billing period. Access continues until the end of the paid period as described in section 2 above.

We will consider refund requests in the following limited circumstances:

• Billing errors — if you have been charged incorrectly (for example, charged twice for the same period, or charged after a cancellation was confirmed), please contact us within 14 days of the erroneous charge and we will investigate and issue a correction promptly.
• Platform unavailability — in the exceptional event that the platform experiences significant downtime (exceeding 72 consecutive hours) due to circumstances within our reasonable control during a paid billing period, you may request a pro-rata credit against your next invoice or a partial refund. Requests must be submitted within 14 days of the downtime event.

To request a refund or raise a billing query, please email hello@the-vow.co.uk with your account email, the relevant invoice number (found in Settings > Billing), and a description of the issue. We will respond within 5 business days.

Nothing in this Cancellation Policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

4. Your Data After Cancellation

We understand that your data is important to you. Following cancellation of your subscription, your account data will be handled as follows:

• During the post-cancellation period (0–90 days) — your data is retained in full and remains accessible to you in read-only mode (or free tier, if applicable). You can log in and export your data at any time during this window.
• After 90 days — if your account has not been reactivated or a data export requested, your personal data will be permanently deleted in accordance with our Privacy Policy. This includes your profile, booking records, messages, uploaded media, and any other information associated with your account.
• Anonymised analytics — aggregated and anonymised usage data (from which you cannot be identified) may be retained for up to 12 months for the purposes of platform analytics and improvement.
• Financial records — invoices and payment records may be retained for up to 7 years in accordance with UK tax and accounting obligations, but will not be used for any other purpose.

To request an export of your data before deletion, please email hello@the-vow.co.uk with the subject "Data export request" and include your registered email address. We will provide your data in a structured, machine-readable format (CSV or JSON) within 30 days of receiving your request.

5. Re-activation

You may re-activate your subscription at any time by visiting Settings > Subscription and selecting a new plan. Re-activation within 90 days of account closure will restore your account and all associated data exactly as it was at the point of cancellation, including your profile, booking history, and uploaded media.

If you attempt to re-activate after the 90-day window, your original account data will have been permanently deleted and you will need to create a fresh account. We are unable to recover data once it has been deleted following the retention period.

Re-activation is subject to the subscription pricing in effect at the time of re-activation, which may differ from your original plan. Any promotional pricing or legacy rates associated with your previous subscription will not automatically carry over.

If you would like to discuss re-activation options or enquire about whether your data is still within the retention window, please contact us at hello@the-vow.co.uk before attempting to re-register.

6. Contact

If you have any questions about cancellation, need help with your account, or wish to discuss your subscription, please get in touch with us:

Email: hello@the-vow.co.uk

We aim to respond to all cancellation and billing enquiries within 2 business days.