Refund and Cancellation Policy

Who to contact

Use the online cancellation and refund form below to submit a notice without signing in. A reference, receipt and submission time are recorded; a confirmation file is provided for you to keep. Notices are visible to the HelloTap administration team. You can also use email or post.

Contact [email protected] from the account email and include your account name, order or invoice reference, purchase date and the service concerned. Explain whether you want to stop a future renewal, cancel during a statutory cancellation period, report a service problem or delete an account. Do not include a password, card security code or full card number.

You may also send a notice to Mars AI Technology Solutions Limited, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. A clear statement of your decision to cancel is sufficient where a statutory right applies; no particular wording or mandatory form is required.

Service periods and future payments

Your order identifies the price, currency, service period and any agreed renewal arrangement. Current monthly and yearly plan options provide time-limited service periods. If your order does not include an expressly agreed automatic renewal, you can prevent further paid periods by not placing another order.

If you have expressly agreed a recurring arrangement, use the applicable cancellation control or contact us before the next scheduled charge so future renewals can be stopped. We will confirm the effective date and any steps that still require your action. Cancelling a payment mandate alone does not settle an amount already lawfully due.

UK consumer cancellation rights

If you purchase as a UK consumer rather than for business purposes, you normally have 14 days to cancel a distance contract for a new HelloTap service, calculated in accordance with the Consumer Contracts Regulations. To exercise that right, send a clear cancellation notice before the period expires. Business purchases do not receive a statutory consumer cooling-off right simply because they were made online.

If you expressly request the service to start during the cancellation period, any deduction for service supplied must satisfy the legal requirements, including prior information and an express request. Merely using a continuously supplied digital service does not automatically remove your cancellation rights. A digital-content exception, where applicable, requires its own express consent and acknowledgement; it is not created by accepting general terms.

Service problems, duplicate charges and other refunds

Tell us promptly if the service is not supplied as agreed, an order fails or you believe a charge is duplicated or unauthorised. We will investigate the order and the remedy available under the applicable contract and law. Consumers retain mandatory rights, including relevant rights to correction, repeat performance, a price reduction or a refund.

For business orders and requests outside a statutory entitlement, the agreed HelloTap order and the circumstances of delivery determine any refund. We do not offer an additional universal “money-back guarantee”. This does not exclude a refund that is legally required or a refund we agree in writing.

Timing and method of refunds

Where the statutory cancellation reimbursement rules apply to a service contract, reimbursement is made without undue delay and normally within 14 days after we are informed of the cancellation, subject to any lawful deduction. We use the original payment method unless you expressly agree another method, and do not charge a refund processing fee for a statutory reimbursement.

Other approved refunds follow the timescale confirmed with the decision. Your bank or payment provider may take additional time to display the money. We will identify any lawfully retained amount and explain its basis.

Account deletion, expiry and published content

Requesting deletion does not automatically cancel a separately agreed payment arrangement, and cancelling paid service does not by itself remove every published card or close a free account. Tell us which actions you require. Account-level deletion can also be available in authenticated account settings.

Before requesting deletion or allowing paid access to expire, retain copies of information you need. Third parties may have saved shared contact files or copied a public page. Required accounting records and restricted backup copies are handled under the Privacy Policy, rather than erased merely because future service is cancelled.

Optional cancellation notice

You may use the following text, but do not have to:

The bracketed entries above are fields for the person sending a cancellation notice; do not send payment passwords or security information.

Other countries, physical products and disputes

Mandatory consumer protections in your country remain unaffected. A physical NFC product is covered only if it was actually included in a separate order; any applicable delivery and returns information must be supplied with that order. This digital-service policy does not invent a physical-product return promise.

If you disagree with a decision, reply with the reasons and supporting order information so it can be reviewed. Our Terms of Service explain the governing-law position without excluding mandatory consumer rights.