Refund Policy

Last updated: 20 August 2026

This Refund Policy explains how refunds work for subscriptions to the Advisentra platform, available at https://advisentra.co.uk (the "Service"), provided by Advisentra ("Advisentra", "we", "us", "our"). This Policy forms part of, and should be read alongside, our Terms and Conditions. By subscribing to Advisentra, you agree to this Policy.

1. Our 14-Day Money-Back Guarantee

Advisentra offers a 14-day money-back guarantee on eligible purchases. If you subscribe to a paid plan and decide, within 14 days of your initial purchase, that Advisentra is not right for your business, you may request a full refund of that initial payment, subject to the eligibility criteria set out in this Policy.

The 14-day period begins on the date your paid subscription is first activated — that is, the date your initial payment is successfully processed — and runs for 14 consecutive calendar days from that date. Refund requests must be submitted within this window to qualify under the money-back guarantee.

2. What the Guarantee Covers

The 14-day money-back guarantee applies to your first paid subscription payment when you initially sign up for a new Advisentra account. It is intended to give new customers the confidence to try the Service without a long-term financial commitment.

2.1 Eligible Purchases

• A customer's first subscription payment on a new Advisentra account, made within the last 14 days;
• Payments made by card or by Bacs Direct Debit through Stripe, where the payment has been successfully collected;
• Subscriptions on any plan offered by Advisentra, provided the request is made within the eligibility window.

2.2 What Happens After Approval

Where a refund request is approved under this guarantee, we will refund the full amount of the eligible payment and cancel your subscription. You will lose access to the Service from the point your account is cancelled, unless we agree otherwise.

3. What the Guarantee Does Not Cover

To keep this guarantee fair and sustainable, certain situations fall outside its scope. The following are generally not eligible for a refund under the 14-day money-back guarantee:

• Requests made more than 14 days after your initial subscription payment;
• Renewal payments on an existing subscription, once the initial 14-day period for that subscription has passed;
• Repeat sign-ups or new accounts created by a customer, business, or individual who has already received a refund under this guarantee;
• Add-on services, one-off charges, or third-party fees that are not part of the core subscription payment;
• Accounts suspended or terminated for breach of our Terms and Conditions, including misuse of the Service;
• Dissatisfaction arising from a customer's own data entry errors, misunderstanding of plan features, or changes to business requirements after the eligibility window has closed.

Requests falling outside the scope of the guarantee may still be considered by Advisentra at its discretion on a case-by-case basis, but approval is not guaranteed.

4. How to Request a Refund

To request a refund under the 14-day money-back guarantee, please contact us using the details at the end of this Policy within the eligibility window. When making your request, please include:

• The email address or account details associated with your Advisentra subscription;
• The date of your initial payment;
• A brief explanation of why you are requesting a refund, which helps us improve the Service.

We may ask for further information to verify your identity and confirm your eligibility before processing a refund. We aim to acknowledge refund requests promptly and to reach a decision without unnecessary delay.

5. How Refunds Are Processed

All Advisentra payments are processed securely through Stripe, and approved refunds are issued back to the original payment method used for the eligible transaction, whether that was a card payment or a Bacs Direct Debit collection, through Stripe's refund process.

Once a refund is approved and issued, it may take a number of business days for the funds to appear back in your account, depending on your bank or card provider's own processing times. Bacs Direct Debit refunds in particular may take slightly longer to clear than card refunds, due to the nature of bank transfer processing. Advisentra does not hold customer funds directly; refunds are issued via Stripe back to the original payment source.

6. Cancelling Without Requesting a Refund

You are free to cancel your Advisentra subscription at any time, whether or not you are within the 14-day money-back guarantee window. If you cancel outside the eligibility window, your subscription will remain active until the end of your current billing period, and you will not be charged again, but you will not automatically receive a refund for that period unless a refund has separately been approved under this Policy. Further detail on cancellation is set out in our Terms and Conditions.

7. Failed, Disputed, or Duplicate Payments

If you believe you have been charged in error — for example, due to a duplicate payment, an incorrect amount, or a payment taken after you believe you had already cancelled — please contact us as soon as possible so we can investigate. Where we confirm that a payment was taken in error, we will correct this and issue an appropriate refund, regardless of whether the 14-day money-back guarantee window has passed, since these situations are treated separately from discretionary refund requests.

8. Chargebacks

We encourage customers to contact us directly with any billing concerns before initiating a chargeback with their bank or card provider, as this allows us to resolve most issues more quickly. Initiating a chargeback without first contacting us may result in a temporary suspension of your account while the matter is investigated, and, where a chargeback is found to be unwarranted, we reserve the right to recover the disputed amount and any associated fees.

9. Changes to This Policy

We may update this Refund Policy from time to time, for example to reflect changes in our subscription plans or applicable law. Any changes will apply to payments made after the updated Policy takes effect; refund requests relating to payments made before an update will generally be assessed under the version of this Policy in force at the time of that payment, unless we state otherwise. We encourage you to review this Policy periodically.

10. Your Statutory Rights

This Refund Policy is offered in addition to, and does not affect, any statutory rights you may have as a consumer or business under applicable law, including any rights relating to distance selling or the supply of digital services. Nothing in this Policy is intended to limit those rights.

11. Contact Us

If you have any questions about this Refund Policy, or you would like to request a refund, please get in touch using the details below.

12. Refunds for Plan Upgrades and Downgrades

If you upgrade your subscription plan during your initial 14-day eligibility window, the money-back guarantee continues to apply to your original qualifying payment, calculated from the date of your very first paid subscription, not from the date of any subsequent upgrade. Downgrading your plan does not itself trigger a refund of any amount already paid for the current billing period; any applicable balance will generally be reflected in your next invoice rather than refunded directly, unless you are separately eligible for a refund under this Policy.

13. Partial Billing Periods

Outside of the 14-day money-back guarantee, Advisentra does not generally provide prorated refunds for the unused portion of a billing period if you cancel partway through it. Your subscription will remain active, and you will retain access to the Service, until the end of the billing period you have already paid for, at which point it will not renew.

14. Refunds Following Account Suspension

If your account is suspended or terminated due to a breach of our Terms and Conditions, including misuse of the Service, non-payment, or unlawful use of the Platform, you will not be entitled to a refund of any fees already paid, including any amount that might otherwise have fallen within the 14-day money-back guarantee window, except where required by applicable law.

15. How We Handle Your Information During a Refund Request

When you request a refund, we will use the account, billing, and payment information necessary to verify your eligibility and process the request, in line with our Privacy Policy. This may include confirming details with Stripe as our payment processor in order to locate and process the relevant transaction.