Cancellation and Refund Policy

This policy sits alongside our Terms of Service and our Consumer terms and cancellation rights. Where it says something different from the terms of service, the terms of service win — but we have tried hard to make them say the same thing.

The short version

There is no minimum term. You can stop whenever you like.
Email us and it is done. No forms, no phone call, no reason required.
Cancel during the 14 free days and you are never charged anything.
Cancel within 14 days of your first payment and we refund it in full. That is our money-back guarantee and we give it to every customer.
A failed card does not lock you out. It is a payment problem, not a reason to cut you off from your own numbers.

1. How to cancel

Either way works and both are final. You do not have to give a reason, complete a form, telephone anyone, or explain yourself.

By email. Write to support@pocketdocket.co.uk and tell us, in any words you like, that you want to stop. Include your business name so we can find you. We act on it the same working day and confirm in writing.

By post, if you would rather: Pocket Docket Ltd, 137 York Road, Belfast, BT15 3GZ.

We are adding self-service cancellation from your dashboard. Until it is there, the routes above are the routes, and they are enough — we will never make you wait for a feature to stop paying us.

2. When cancellation takes effect

Cancellation stops the next payment.

Your access continues to the end of the period you have already paid for, and then stops. We do not refund part of a month — but equally, we do not take the part of the month back off you. You keep what you paid for.

If you cancel during the free 14 days, nothing is ever charged and nothing is taken.

3. The 14-day money-back guarantee

If you cancel within 14 days of your first payment, we refund that payment in full. No conditions, no questions, no "tell us why" screen.

Some things worth being clear about:

The refund goes back to the card you paid with, and we make it within 14 days of you telling us you want to cancel. There is no fee.
This is a guarantee we choose to give every customer, not a statement about which legal rights apply to you. Whether the statutory distance-selling rights apply depends on whether you are buying as a consumer or for your business — see our Consumer terms and cancellation rights page, which explains the position and why we decided not to make you work it out.
The guarantee runs from your first payment, not from signup. The 14 free days sit before it, so in practice you have 14 free days and then a further 14 days in which you can change your mind and get your money back.

4. Refunds after the first 14 days

We do not offer routine refunds after that.

That is the policy, not a rule we enforce without thinking. If something went wrong at our end — the dashboard was down for a stretch, a figure was wrong because of a defect in our software, we billed you for something you had already cancelled — tell us and we will put it right, and putting it right may well mean a refund. Email support@pocketdocket.co.uk.

What we will not do is dress that up as a general satisfaction guarantee that runs for ever. We would rather say plainly what you can rely on than imply something broader and argue about it later.

5. If a payment fails

A card that failed this morning is a payment problem, not a reason to cut you off from your own accounts mid-morning. So:

When	What happens
Payment fails	We retry it and email you. Your access continues.
30 days after the first failure, still unpaid	We may suspend the Service, having emailed you first to tell you we are about to.
60 days after the first failure, still unpaid	We may end the subscription on notice. Your data is then treated as set out in section 6.

You can send us new card details at any point in that window and we will put them on your account.

6. What happens to your data

This is set out in full at clause 16 of the Terms of Service. In summary:

The dashboard and the hourly updates switch off immediately.
Nothing is deleted straight away. We keep your data for 90 days, so that coming back later is a switch rather than a rebuild. Come back inside 90 days and your history is still there.
After 90 days we delete it from our live systems, and from our backups in the ordinary course of backup rotation.
If you want it gone sooner, ask and we will delete it. Email privacy@pocketdocket.co.uk. We confirm in writing when it is done.
If you want a copy, ask within the 90 days and we will export it for you in a structured, commonly used, machine-readable format.
We delete the encrypted Xero credentials we hold within 7 days of the subscription ending.
You can also disconnect Pocket Docket from inside your own Xero account at any time, without telling us first. That stops any further accounting data reaching us immediately, and it is a step only you can take.

7. If we stop providing the Service

If we ever decide to stop offering Pocket Docket altogether, we will give you at least 60 days' notice and refund the unused part of anything you have paid.

8. If you are not happy with how we handled a cancellation or refund

Email support@pocketdocket.co.uk and we will look at it. If it concerns how we have handled your personal data, you can use our complaint form — every complaint is logged when it arrives and acknowledged within 30 days, usually much sooner — and you can complain to the Information Commissioner's Office (ico.org.uk) at any time without coming to us first.

Version 1.0 · in force from 21 August 2026