Clear timing, eligibility and payment steps for Starter cancellations, billing corrections and refund reviews.
Effective 30 July 2026 · Version 1.1
Cancel through Billing or send a billing request before the next renewal date. We confirm the request within one UK working day. Subscription access normally continues until the end of the paid period, and no further renewal is taken after cancellation is confirmed.
Report an incorrect, duplicate or unrecognised Scout charge as soon as possible. Include the invoice or payment date, amount and workspace, but never send full payment-card details. Confirmed billing errors are returned to the original payment method.
A refund or account credit may apply when paid service was not supplied as described or was materially unavailable for a documented period. We assess the affected dates, service impact and any usable access rather than applying a subjective goodwill test.
Business subscriptions and unused time are not automatically refundable after access starts unless the order says otherwise. This does not remove any mandatory rights that apply to a customer acting as a consumer.
If you contract as a UK consumer, distance-selling rules may provide a 14-day cancellation period. If you expressly ask for service to start during that period, a proportionate charge may apply for service already supplied. Mandatory statutory rights always take priority over this policy.
We target acknowledgement within one UK working day and a decision within five working days once the required billing evidence is available. Approved refunds are initiated within five working days to the original payment method; the payment provider may need additional processing time.