Cancellations and Refunds

In one line

Cancel any time from your dashboard. You keep every feature you already paid for. We do not refund what has already been used, and we automatically refund anything we have not yet delivered. Annual customers get a friendlier rule than monthly customers.

How cancelling works

Monthly plans and recurring add-ons

This covers monthly Starter, Growth and Pro plans, extra seats, extra listings, sponsored placements and standard verification.

• Cancel from /dashboard/billing at any time.
• The service continues to run until the end of your current billing period (the month you already paid for).
• Your card is not charged for the next period.
• We do not refund the current period. You paid for it, you get to use it.
• Change your mind before the period ends? Click Reactivate and the auto-renew turns back on. No new charge, no lost days.

Annual plans

We give annual customers a friendlier rule than monthly customers, because you took the commit-to-a-year risk on our behalf.

• Cancel from /dashboard/billing at any time.
• Your access continues to the end of the current calendar month, not the full remaining year.
• We refund every full month left in your annual, pro-rata against the annual price.
• Example. You buy Growth annual on 1 January for £1490. You cancel on 15 July. Access continues to 31 July. We refund 5 whole months (August to December) at £1490 divided by 12, which is £620.83 back to your card.
• Change your mind before month-end? Click Reactivate and your annual continues as if nothing happened.

One-off purchases we have not yet delivered

This covers homepage spotlights that have not run yet, newsletter features that have not shipped, category showcases that have not started, award nominations while the edition is still open and not yet reviewed, winner marketing kits before the assets are sent, expedited verifications before a verifier picks up your case, and professional reviews before the expert is assigned.

• Cancel from your Recent charges list.
• We refund the full amount to your original card.
• Refunds usually arrive in 5 to 10 business days.

One-off purchases already delivered

Once we have done the work, we cannot refund it. Delivered rows show a Query link if you believe something is wrong.

Metered charges

• Pay-per-lead is billed only when a qualified lead is delivered to you. You can dispute a lead within 7 days if it is not qualified.
• API overage is billed for actual usage and is not refundable.

Wallet credits

Credits are not refundable once loaded, and they never expire.

If you close your account, we automatically refund the full unused balance to the original card. No request needed. If part of your balance came from a promotion or a goodwill top-up, that promotional portion is not refundable and will be excluded from the payout.

First-purchase safety net

Your first paid purchase on a brand new account gets a 24 hour goodwill window. If you have not used any paid feature yet and the purchase is less than 24 hours old, you can cancel and get a full refund with one click. This applies once per account.

What "utilized" means

We use this word in the policy above. In plain English, utilized means the service was performed or the entitlement was consumed. A monthly plan is utilized from the moment its paid days start. A homepage spotlight is utilized from the moment it goes live. An award nomination is utilized once the jury or editorial team has reviewed it. A professional review is utilized once the expert is briefed. Wallet credits are utilized per credit spent. If it has not happened yet, it is not utilized and you get a full refund.

Reactivating

Cancelled a plan and want it back before the period ends? Click Reactivate on the Current plan card. Your subscription continues as if nothing happened. No new charge, no reset.

Refund method and timing

Refunds go back to the original card used for the purchase. Card refunds usually arrive in 5 to 10 business days, depending on your bank. You will receive an email confirmation with the exact amount and card ending.

Enterprise and Category sponsorship

Enterprise plans and Category sponsorship deals are custom contracts. The cancellation and refund terms in your signed agreement apply, not this page. Your account manager can confirm the terms in writing. In your dashboard, if a custom contract is attached to your account you will see a Custom contract in effect note instead of the standard cancel copy.

Questions or disputes

Email hello@trustlist.uk with your order id and we will look into it. We aim to reply within five business days.