This page covers two different things — the cooling-off period a client company’s own customers get shown on every sale, and Heimdell’s own cancellation and refund terms for client companies using the platform.
Part A — The customer-facing cooling-off feature
Under the Consumer Contracts Regulations 2013, consumers who buy something at a distance (by phone) or off-premises (such as door to door) generally have the right to cancel within 14 days, without giving a reason.
Every sale processed through Heimdell shows the customer a clear cooling-off summary as part of their verification — before they confirm anything. Each client company sets its own cooling-off wording and period in its account settings (defaulting to 14 days, adjustable per product where a different period genuinely applies), and Heimdell displays it automatically on every link and phone-call verification, in plain English, alongside the Direct Debit Guarantee wording where relevant.
This is a feature of the platform, not a promise from Heimdell to the customer. The client company selling the product or service is responsible for the accuracy of their own cooling-off terms and for honouring cancellation requests — Heimdell’s role is to make sure the customer was clearly shown and confirmed those terms.
Part B — Heimdell's own cancellation and refund terms
This part applies to you if your company has signed up to use Heimdell.
Cancelling your account. You can stop using Heimdell and close your account at any time by emailing andrew@heimdell-tech-ai.co.uk. Since there’s no subscription, there’s nothing recurring to cancel.
Refunds on unused credits. As a goodwill policy (statutory cooling-off rights are designed for consumers, and Heimdell’s clients are businesses), if you’ve bought a credit pack within the last 14 days and haven’t used any of it, we’ll refund it in full — just email us. Credits already used to send a verification aren’t refundable, since the service has already been delivered. Partially used packs can be refunded for the unused portion at our discretion.
Account applications. If your application to sign up is declined, no payment will have been taken, so there’s nothing to refund.
See our Terms of Service for the full picture.