Subscription, Billing, Cancellation and Refund Policy

Your TrueValue subscription is supplied by TrueValue Technologies Ltd, company number 17462580, registered office 66 Paul Street, London, England, United Kingdom, EC2A 4NA. This policy forms part of the Terms of Service. Send billing, cancellation or refund requests to legal@truevalue.business or through the available account support route; we will route them to the responsible person.

Before payment, your Order identifies the subscribed workspace, user allowance, optional Agent, billing interval, amount payable and applicable taxes. The payment provider collects payment on the supplier's behalf. An account or payment record issued by another legal entity must not be silently relabelled as a completed contract transfer.

The following is the standard new-customer structure. An expressly agreed Order or preserved legacy arrangement may differ. Prices are in pounds sterling; the total payable and applicable tax treatment must be displayed before you commit. We charge VAT only where applicable and do not add an undisclosed optional fee.

User bands are incremental. The sixth user adds £59; it does not reduce the rates for the earlier users. For example, six users cost £474 per month before any applicable tax adjustment or separately agreed discount. The Agent is optional unless included in your accepted package or legacy arrangement.

Where the standard annual offer is selected, the upfront annual subscription equals ten monthly base charges for 12 months' access: £990 for the first user alone and £2,990 for the Agent alone. Applicable annual user-band charges follow the same published annual offer. Any quarterly option must show its exact upfront total and renewal interval before purchase; no quarterly discount is implied merely by offering that interval.

Standard subscriptions are paid in advance and renew automatically at the selected monthly, quarterly or annual interval unless cancelled before renewal. The checkout and confirmation identify the renewal arrangements. A subscription begins as a paid subscription, not a free trial.

A separately offered free tool, demo, promotional access arrangement or historical trial is governed by its disclosed conditions. Using a genuinely free standalone tool does not, by itself, authorise a paid subscription. Existing trial commitments are honoured on their agreed terms rather than cancelled by this policy.

Keep your payment method and billing contact current. We will investigate a genuine disputed charge and correct established billing errors. Your bank or provider may impose charges under its own agreement; those are not hidden TrueValue subscription charges.

For your first paid platform subscription under current standard pricing, you may request a refund because TrueValue is not right for you. The window begins with the first subscription payment and remains open until 23:59 UK time on the fourteenth calendar day following that payment. No proof of dissatisfaction, completed onboarding call or minimum usage is required.

The refund covers the initial subscription payment, including the platform, paid users and Agent bought in that initial checkout, and any tax included in that payment. It applies to the full eligible initial payment even when you chose quarterly or annual billing; it is not reduced to the value of 14 days. Prorated charges for additional users or the Agent added to that subscription during its initial guarantee window are also refunded when the covered subscription is refunded.

For a first paid purchase of the optional Agent after the platform's initial guarantee window, we provide a separate 14-day guarantee on that first Agent payment, calculated in the same way. It refunds the Agent charge only, not earlier platform payments. An Agent already included in an existing legacy arrangement does not create a new charge or new guarantee period merely because this policy is adopted.

The guarantee is not restarted by an ordinary renewal, a seat change, a billing-interval change or cancellation followed by rejoining the same service. A materially more generous guarantee expressly promised in your accepted offer will be honoured. Earlier subscriptions retain their original guarantee and refund rights; this policy does not retrospectively narrow them.

We do not deduct ordinary service usage, AI usage, payment processing costs or an administration charge from an eligible guarantee refund. A separately commissioned bespoke service or independently purchased third-party product is outside this subscription guarantee only where its separate price and refund conditions were clearly agreed before purchase. We do not introduce exclusions after checkout.

Send an unambiguous request within the guarantee window identifying the account or invoice. You may use the account support route or email legal@truevalue.business. A particular form, reason or retention call is not required. We may ask for proportionate information needed to identify the payment or prevent an unauthorised refund.

The date of the original timely request is preserved while we resolve reasonable identification questions. Once the relevant payment is identified, we will initiate the eligible refund promptly and no later than 14 calendar days after receiving the request and sufficient information to identify it. We will not use unnecessary verification to delay a refund. Bank posting time may be additional and is outside our direct control.

Refunds normally go to the original payment method. We confirm the amount and cancellation status. A full platform guarantee refund ends the covered paid subscription and Agent renewal; an Agent-only refund ends that upgrade without cancelling the platform. Relevant export and deletion rights remain available. A refund is not conditional on waiving a statutory claim or removing an honest review.

You may stop renewal at any time through the available billing controls or by an unambiguous request to us. There is no requirement to telephone a salesperson. Cancellation takes effect at the end of the paid billing period unless you exercise a guarantee, an applicable termination remedy or a statutory right.

We confirm the effective date. A request received before the renewal payment is taken is treated as a request to stop that renewal; if an avoidable processing delay causes a charge after a timely request, we will correct it. Deleting an app, abandoning an account or removing users does not itself communicate cancellation of the workspace subscription.

Except for the guarantee, an express breach remedy, a billing correction or a mandatory right, prepaid business subscriptions are not refunded merely because you use only part of the billing period. Choosing annual billing commits to that annual payment; stopping renewal does not automatically convert it to a month-to-month subscription.

An authorised administrator may request additional paid users or the Agent. The price and any prorated charge must be shown and accepted before the change. Added capacity takes effect at the agreed time. We do not charge an unapproved overage merely because someone was invited as a restricted guest.

Reductions in paid users or removal of the Agent ordinarily take effect at the next renewal, unless another arrangement or remedy applies. Removing a person's login for security does not automatically reduce the purchased seat allowance; the administrator should also adjust the subscription. A user allocation cannot fall below the minimum applicable to the remaining active paid plan.

Changes to billing interval take effect at the time shown in the accepted change confirmation. Any credit, proration or new commitment is disclosed before acceptance. Previously paid amounts are not silently forfeited or duplicated.

Customers with preserved pre-migration or bespoke arrangements keep their agreed price, billing cycle, seat allowance and included functionality, including an unlimited seat allowance or Agent access where historically promised. We do not replace those arrangements automatically with the new standard bands.

A move to current pricing is voluntary unless the existing agreement lawfully provides otherwise and the promised legacy protection is respected. We explain the difference in price and entitlements before an authorised customer accepts a migration. A security reset, new administrator, payment-method update or company-entity correction does not by itself surrender legacy status.

Where original legacy terms state that cancellation or expiry ends eligibility, those terms apply. A temporary failed payment is not used to remove legacy protection without the notice, grace and recovery arrangements applicable to the account. A more favourable historic promise takes priority. Keep the legacy arrangement recorded with the account and obtain written confirmation for a change.

For non-grandfathered subscriptions, a price change requires at least 30 calendar days' advance notice and takes effect no earlier than the next renewal after that notice period. A fixed prepaid period is not repriced midway through it. You may cancel the upcoming renewal before the changed price takes effect.

For overdue undisputed payments, we may retry collection in line with the payment arrangements and contact the billing administrator. We normally give at least seven calendar days' warning before suspension and explain how to restore payment. A disputed invoice does not authorise immediate destruction of deal data. The Terms of Service govern suspension and termination.

This commercial guarantee is additional to, not a replacement for, mandatory rights. Describing a subscription as B2B does not itself determine whether an individual is legally a consumer. Where consumer cancellation, refund or other protections apply, we comply with them and do not rely on inconsistent business-only exclusions.

Our Complaints Policy explains escalation. Nothing prevents you contacting your payment provider or exercising a lawful chargeback or statutory remedy. We may provide accurate payment and service records in response to a dispute; we do not impose an automatic penalty for making a legitimate complaint.