Refunds and cancellation

Last updated 12 October 2026

This page covers paid subscriptions and credit bought for use inside DutyTick. It sits alongside the terms, and where a signed agreement says something different, that agreement wins.

The two things you can buy

A subscription is access for a number of people for a period: a month or a year, renewing until somebody stops it.

Credit is a quantity bought once and spent as it is used, for the parts of DutyTick that are counted rather than seated. A block of credit is valid until a date you are told before you buy it.

The two are cancelled and refunded differently, because they are different promises. A subscription is time you have not used yet. Credit is a quantity you may have used half of.

Cancelling a subscription

You can cancel at any time, from inside DutyTick or by writing to us. We record who cancelled, when, and why.

Cancelling ends the renewal. It does not end the term you have already paid for: access continues to the end of that period and then stops. You are not charged again.

Cancelling is not in itself a refund. Ending access and sending money back are two separate things, and most cancellations involve no money at all because the paid period simply runs out.

When we send money back

We do not calculate refunds automatically, and the product never decides one on its own. A refund is a decision somebody here makes about your particular case, which is why asking is the way to get one.

Write to us with the account, the payment and what happened. We answer every request, including the ones we turn down, and we say why.

What we weigh:

• Whether you were charged for something you did not get, or were charged twice. These we put right as a matter of course.
• Whether the service failed in a way you can show and we can confirm.
• How much of the period or the quantity was used before you asked.
• Anything agreed in writing with you, which overrides this page.

A refund can be partial. Where only part of a payment goes back, the rest of that payment stands and the record shows both.

Credit that has not been spent

Credit is spent oldest first, so the block closest to expiry is always the one being used.

A block that reaches its expiry date unspent expires with the remainder unused. That date is part of what you bought and is shown before purchase and inside the account afterwards, so nothing disappears without having been stated.

An unused or barely used block is worth asking about. A block most of the way through is usually not refundable, because the quantity was reserved for you and cannot be given back.

How a refund reaches you

Money goes back by the method it came in by. We cannot send it somewhere else: a payment made with a card returns to that card, and a transfer returns to the account it came from.

Once we have sent it, how long it takes to appear is up to your bank and the payment method rather than up to us. A few working days is normal and longer is possible, and the date we sent it is on the record either way.

A refund reverses the tax charged on the original payment in the same proportion. Your invoice and the credit against it both stay in the account, because an invoice exists to show what was actually charged.

Disputes raised with your bank

If a payment is reversed through your bank rather than through us, the account is suspended while we work out what happened, in the same way as any payment that arrives and then leaves again. Talking to us first is faster for everybody and usually ends with the same answer.

Prices, taxes and the currency

Prices are shown with the tax that applies to you, and you are charged in the currency shown at the time of purchase. Where your bank converts from another currency, the rate and any fee are theirs rather than ours, and a refund can only return what we received.

Asking

Write to hi@dutytick.com with the account name and the payment. We answer within two working days, and we tell you what we have decided and what happens next.