Legal
Refund and Cancellation Policy
Version 1.1 · Last updated 26 July 2026
Overview
This policy explains when refunds are available for STEMHQ products and how to request one. It applies to all STEMHQ subscriptions and paid products purchased through stemhq.co.uk or app.stemhq.co.uk.
Nothing in this policy affects your statutory rights.
Subscriptions
STEMHQ subscriptions include Premium plans for individual landlords and Growth, Scale, and Enterprise plans for letting agencies. How you cancel differs between the two, so they are set out separately below.
Premium plans: cancelling within 14 days of your first payment
If you cancel within 14 days of subscribing, we cancel your subscription immediately and refund your payment in full. The refund is issued automatically to your original payment method and typically appears within 5 to 10 working days, depending on your bank or card issuer.
This applies to each new subscription you start, not to renewals of a subscription you already hold. If you cancel and later subscribe again, a new 14-day period applies to that new subscription.
Premium plans: cancelling after 14 days
Cancel from your Account page at any time. We refund the unused part of the period you have already paid for, worked out from the days remaining, and any rounding goes in your favour. Before you confirm, we show you the exact amount you will get back, and that is the amount we refund. Because you are being refunded for the unused days, your access ends when you cancel rather than running on to the end of the period.
If credits or an earlier refund have already covered the period, the amount will be zero and we will say so on screen rather than leaving you guessing.
Annual plans
The 14-day rule works exactly the same way on annual billing as on monthly: cancel within 14 days of your payment and the full amount you paid is refunded automatically.
After 14 days, an annual plan is refunded the same way as a monthly one: we work out the unused part of the year you have paid for and refund it, showing you the figure before you confirm. Because the amounts are larger on annual billing, that confirmation step matters, so please read it before pressing the button.
Agency plans (Growth, Scale, Enterprise)
Agency plans cancel from the Account page in the same way as Premium, with the same refund rules: full refund inside 14 days, and a pro-rata refund of the unused days after that, shown to you before you confirm. Only the agency owner can cancel the organisation’s plan, so that one person’s account cannot end billing for the whole firm. If you are not the owner, ask them or email us at hello@stemhq.co.uk.
Free products
The Form 3A notice pack generated through our free notice tool is provided at no charge. As no payment is taken, no refund applies.
You can delete a notice from your account at any time. Deleting a notice removes the stored details permanently and cannot be undone.
One-off paid products
STEMHQ does not currently sell one-off paid documents. If we introduce them in future, the following will apply.
Because these products are digital documents delivered immediately, you will be asked at checkout to confirm that you want immediate delivery and that you understand you lose any right to cancel once delivery has begun. We will record that confirmation with your order.
Where an immediately delivered document is found to contain a material error made by STEMHQ, we will issue a full refund on request, regardless of the above.
If something is wrong with what you paid for
If you believe a STEMHQ product has not worked as described, or a document we generated contains an error, contact us before anything else. We will investigate and, where the fault is ours, refund you in full. We would rather fix the problem and refund you than have you rely on something incorrect.
How to request a refund
Email hello@stemhq.co.uk with:
- ·the email address on your STEMHQ account
- ·what you are asking to be refunded
- ·the approximate date of the payment
We aim to respond within 1 to 2 business days. Approved refunds are issued to the original payment method.
Telling us why you cancelled
When you cancel we ask why. Answering is entirely optional, you can skip it, and your cancellation and refund go ahead either way. We read the answers to work out what to fix.
Chargebacks and payment disputes
If you have a problem with a payment, please contact us first. We will usually resolve it faster than a chargeback.
If a chargeback is raised, we pause new purchases on the account while it is investigated. Your account stays open: you can still sign in, read everything, and export your data. We will not lock you out of records you may need, including anything you are relying on in a live case.
If a dispute is decided against us, the pause on new purchases stays and we stop the recurring subscription at the end of the period already paid for. We do not close accounts automatically over a dispute; any further step is a decision we take by hand after looking at what happened.
Your statutory rights
Nothing in this policy limits or excludes your rights under UK consumer law, including the Consumer Rights Act 2015 and, where they apply to you, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you are a consumer, you may have additional cancellation rights that apply regardless of anything stated above.
Changes to this policy
We may update this policy. Each version carries a version number and date at the top of this page, and the version that applies to your purchase is the one published at the time you paid. We keep a record of previous versions and can provide the version that applied to your purchase on request.
Contact
STEMHQ · hello@stemhq.co.uk
This policy sits alongside our Terms of Service and Privacy Policy.