Refund and cancellation policy

This policy applies to every DeCarbonPro subscription. It forms part of our terms and conditions.

Try before you pay

The 14-day trial is every feature of the product, with the Operator’s Emissions Report and the Download Hub workbooks watermarked until you subscribe. Pay only when it has done the job for you.

1. Try first

Every subscription starts with a 14-day free trial. No card is taken for the trial.

2. Refunds

Subscription payments are not refundable once taken, except where the law gives you a right to a refund or where we have charged you in error. In those cases we refund to the payment method you paid with, and start the refund once we have confirmed it.

3. Cancelling

Cancel at any time by emailing support@decarbonpro.com. There is no notice period and no fee. Cancelling stops the next yearly payment; your access continues to the end of the year you have paid for.

4. Your data after you leave

Your emissions data stays yours. Export your installations, calculations and reports at any time while your subscription is active, and ask us for an export afterwards. We keep your account data for 90 days after cancellation so you can come back to it, then delete it. You can ask us to delete it sooner — see our privacy policy.

5. How to reach us, and complaints

A person from the team replies to every refund and cancellation request. If something about a payment, a refund, a cancellation or the service itself is wrong, tell us and we will fix it. Send complaints to support@decarbonpro.com with "Complaint" in the subject line.

First

We acknowledge your complaint and tell you who is handling it.

Then

We give you our answer, or — if we need longer to investigate — tell you why and when to expect it.

Finally

We close the complaint once it is resolved.

If our answer does not satisfy you, and you paid through a merchant of record, you can take the matter up with it independently of us: its contact route is on the receipt you were sent. Section 6 says where that stands today.

6. Payment processing

Paid subscriptions are not open yet. When they are, payment will be taken by a merchant of record, and its name may appear on your card or bank statement instead of ours. This section will name that provider before any payment is taken. This policy applies to those payments in full, and we honour it whichever route you paid by.

7. Contact

Questions about a payment, a refund or a cancellation go to support@decarbonpro.com or by telephone on +20 122 424 7769.