Refunds and cancellation

Version 2.0, 4 September 2026. The short version: you can cancel yourself in one click at any time, we tell you before every charge, we never bill you after you cancel, and we always fix our own mistakes. What we do not do is refund a period you have already had. This page forms part of our Terms of Use; where it adds detail, this page controls.

This policy is shown to you, in full, before you enter a payment card, and you accept it as a separate step. We keep a record of the version you were shown and when you accepted it.

1. What we tell you before you are ever charged

Before you enter a card, on the same screen and without a link to follow, we show you:

what the trial includes, and that it is a trial;
the exact date the trial ends, written as a date and not as “in 14 days”;
the exact amount that will be charged and how often it recurs;
the deadline to cancel and avoid any charge; and
how to cancel, stated on that screen.

You then tick a box that refers specifically to automatic renewal. Agreeing to the Terms of Use does not count as agreeing to that — we ask for it separately, on purpose, because bundling the two is how people end up charged for something they did not knowingly buy.

2. The reminders we send, before money moves

Immediately after you sign up — a receipt confirming what you agreed to, the amount and date of the first charge, and how to cancel. You get this even when the amount today is $0.
Seven days before a trial converts — a reminder naming the amount, the date, and how to cancel.
One day before it converts — the same, again.
Before any price change or change of billing period — what is changing, when, and how to cancel if you do not want it. Changes never apply mid-period.
A receipt for every charge.

Our billing descriptor is written to be recognisable on a statement, and the first charge after a trial is marked so you can see what it is.

3. Cancelling

You cancel in the app, yourself, in the same place you subscribed and in no more steps than it took to subscribe. No phone call, no email, no support ticket, no retention offer in the way, no business hours.
Cancel before a trial ends and you are charged nothing at all.
Cancelling a paid subscription stops the next renewal. It takes effect at the end of the period you have already paid for, and you keep full access until then — we do not cut you off early for cancelling.
We never charge you again after you cancel.
If the in-app control is ever unavailable to you, tell us through our contact page and we action it effective the date you asked, not the date we got to it.

4. When we refund, without argument

These are corrections, not concessions. You should never have to push for one, and you should never need your bank to get one:

A duplicate charge, or the same period billed twice.
Any charge after you cancelled, or after a trial you cancelled in time.
A charge you did not authorise, including one made with a card used without permission.
A billing error of ours — wrong plan, wrong seat count, wrong rate, or a price change applied before the notice period ran.
An add-on or advertising budget we never delivered.
An outage or defect we cannot fix that left you unable to use what you paid for.

Tell us and we refund to the original card. We aim to action it within two business days; your bank then takes its usual few days to show it.

5. What is not refundable

We would rather say this plainly, before you buy, than bury it:

A period you have already had access to. Cancelling part-way through ends the renewal; it does not refund the remainder, and you keep access to the end of it.
Usage you have already spent. BrokerDIY Actions, Action Packs and pay-as-you-go usage are consumed when used. Unused allowance does not carry over or convert to money.
Advertising budget already spent on a live campaign, and the management fee on a campaign that has run. That money went to the advertising platform, not to us.
An account we suspended or terminated for breach of the Terms.
Dissatisfaction with AI output on its own. AI output can be wrong, our AI Policy says so plainly before you buy, and the free trial exists so you can find out at no cost.
Not having used the service. Access was available to you for the period you paid for.

Where the law where you live gives you a refund right this page does not, the law wins and we will honour it. Nothing here waives a non-waivable statutory right, and nothing here limits your right to dispute a charge with your bank.

6. Downgrades, seats and price changes

A downgrade takes effect at your next renewal, so you keep what you paid for until then.
Removing a seat takes effect at the next renewal. Adding one is charged from when it is added.
We give notice before any price change and it applies from your next renewal, never mid-period. Do not want it? Cancel before that renewal and you are not charged the new rate.

7. If you are thinking of disputing a charge with your bank

Please write to us first, through our contact page. Not because a chargeback is forbidden — it is your right, we will not penalise you for it, and we will not close your account over it. Simply because if we owe you money we will just send it, and that is days faster than a bank dispute for both of us.

If a dispute is filed, we respond to it, and we respond with records rather than assertions. For every charge we keep and can produce:

the exact terms displayed to you before you entered your card, the version, and the date and time you accepted them;
your separate acceptance of automatic renewal, and the wording of the control you ticked;
the IP address and device the sign-up came from;
the sign-up receipt and every reminder and receipt we sent, with delivery records;
your account activity — sign-ins, features used, documents sent, dated;
whether the one-click cancellation control was available to you throughout, and whether it was used; and
every message between us.

None of that is unusual, and none of it is a threat. It is simply what a card issuer asks for, and we keep it so that an honest dispute is resolved on facts rather than on who sounds more certain.

If the records show we got it wrong, we accept the dispute and refund you. We would rather be corrected than win.

8. Your data when you leave

Cancelling never puts your records at risk. We hold everything intact for 30 days, package and send it to you on request at no charge, and email you seven days and one day before anything is deleted. Every executed PDF was already emailed to the parties when it was signed and verifies without a BrokerDIY account. Full policy: Your data and leaving BrokerDIY.

9. Reaching us

Anything about a charge, a cancellation or a refund: our contact page, or reply to any email from us. A person reads it, and we answer.