Cancellation and Refund Policy

This Cancellation and Refund Policy (the Policy) explains how you can cancel a subscription to Propvora and when you are entitled to a refund. Propvora is provided by Blackwellen Limited, company number 16482166, registered office 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom (Blackwellen, we, us).

This Policy forms part of our Terms of Service (the Terms). Capitalised terms not defined here have the meanings given in the Terms. If this Policy and the Terms conflict on a matter of cancellation or refunds, this Policy applies, except that nothing in this Policy reduces any right you have under the law.

Different rules apply depending on whether you are a business customer or a Consumer. A Consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. Most customers of Propvora are businesses, such as letting agents, property managers, HMO operators and portfolio landlords who let property as a business. If you are unsure which applies to you, contact us and we will treat you fairly.

New customers can try a Plan free for 14 days. No payment card is needed to start the trial, and we will not charge you anything at the end of the trial unless you have chosen a paid Plan and entered payment details.

You do not need to cancel a trial. If you do not subscribe, your Workspace will be restricted at the end of the trial and your data will be kept for the period stated in the Service, so that you can subscribe later and pick up where you left off. After that, it may be deleted in line with section 19 (Data export and deletion on exit) of the Terms.

If you subscribe to a paid Plan during the trial, your paid subscription starts on the date you subscribe, and the cancellation rights in this Policy apply from that date. Any unused trial days are not carried over unless the checkout page says otherwise.

If we ever offer a trial or introductory offer that converts automatically into a paid subscription, we will make this clear before you start, and we will send you a reminder before the first payment is taken, as described in section 6 (Subscription reminders and DMCC readiness).

You can cancel your subscription at any time, in any of these ways:

1. In the app (recommended): go to Settings → Billing and select Cancel subscription. You can complete this in a few steps without speaking to anyone or giving a reason.
2. By email: send a message to info@blackwellen.com from the email address of the account owner, saying that you want to cancel and giving the Workspace name.
3. By post: write to us at 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom.

Only the account owner or a Workspace administrator with billing permissions can cancel in the app. If you are a Consumer exercising your 14-day right to cancel, you can use any clear statement, or the model cancellation form set out in section 5 (Consumers: your 14-day right to cancel); you do not have to use a particular wording.

We will confirm cancellation by email, including the date on which it takes effect. If you do not receive a confirmation within two Business Days of cancelling by email or post, please contact us again. We may offer you an alternative, such as a downgrade or a pause, but we will never make cancelling depend on accepting an offer, and you can always proceed with cancellation.

Unless you are exercising a statutory right to cancel with immediate effect (see sections 5 and 6), cancellation takes effect at the end of your current billing period. Until then:

• you keep full access to your Plan;
• you will not be charged again; and
• you can change your mind and reactivate the subscription in Settings → Billing without losing data.

When cancellation takes effect, your Workspace moves into the 30-day Exit Period described in section 19 (Data export and deletion on exit) of the Terms, during which you can export your data. We recommend exporting anything you need before the end of your paid period.

Business customers: no partial refunds

If you are a business customer, we do not give refunds or credits for the unused part of a monthly or annual billing period, including where you cancel, downgrade, reduce Seats or properties, or stop using the Service part-way through a period. This does not affect any refund you are entitled to under the law, or under the Terms in the following situations:

• we terminate your subscription for convenience, or because of an event outside our control that lasts more than 30 days;
• you terminate because of our uncured material breach;
• you cancel because we have notified a price increase, a material adverse change to the Terms or a material reduction in core functionality, before that change takes effect; or
• we have charged you in error, for example a duplicate charge or a charge after a confirmed cancellation.

In those cases, we will refund the Fees you have prepaid for the period after the termination or cancellation takes effect, calculated on a daily pro-rata basis.

If you are a Consumer, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the CCRs) to cancel a new paid subscription within 14 days, without giving any reason. The cancellation period ends 14 days after the day on which the contract for your paid subscription is concluded, which is the day you subscribe to a paid Plan.

If you ask us to start immediately

The Service is a digital service. During checkout we will ask whether you want your paid subscription to start immediately, during the 14-day cancellation period. If you do, we will ask you to confirm two things:

1. that you expressly request us to begin supplying the paid Service during the cancellation period; and
2. that you acknowledge that, if you cancel within the 14 days, you will have to pay a proportionate amount for the Service supplied up to the time you tell us you are cancelling, and that you will lose the right to cancel if the Service has been fully provided within the cancellation period.

We will confirm your request and acknowledgement in the confirmation email we send you after you subscribe.

What you will get back

If you cancel within the 14 days, we will refund the amount you have paid, less a proportionate amount for the Service supplied up to the day you told us you were cancelling. We calculate the proportionate amount on a daily basis: for a monthly Plan, the monthly Fee divided by the number of days in that billing month and multiplied by the days used; for an annual Plan, the annual Fee divided by 365 and multiplied by the days used. If you did not ask us to start immediately, you will receive a full refund.

How to exercise the right

You can cancel in the app, by email or by post as described in section 3 (How to cancel). You may use the following model form, but you do not have to:

To meet the deadline, you only need to send your cancellation before the 14-day period ends. We will refund you within 14 days after the day on which you tell us you are cancelling, using the same payment method you used, and we will not charge you any fee for the refund.

The Digital Markets, Competition and Consumers Act 2024 introduces new rules for subscription contracts with Consumers, including pre-contract information, reminder notices, a right to cancel during cooling-off periods (including a renewal cooling-off period after a free or discounted trial converts, or after certain renewals) and easy ways to exit. These rules are being brought into force by regulations, and we will comply with them, as they apply from time to time, without needing to change our Terms first.

In particular, when and to the extent those rules apply to your subscription:

• we will send you the reminder notices required, by email, before your subscription renews or converts to a paid or higher price, stating the amount, the date and how to cancel;
• where you are entitled to a cooling-off period on renewal, you can cancel during it using any of the methods in section 3, and we will refund what you have paid for the renewal period less any proportionate amount the law permits for use during that period; and
• you will always be able to end your subscription in a straightforward, cost-effective and timely way, in a single communication if you wish.

Independently of those rules, we already email all customers at least 30 days before an annual renewal, and our in-app cancellation is designed to be quick and simple for everyone, business customers included.

Annual billing lets you pay for 10 months and receive 12 months of the Service. The full annual Fee is taken at the start of each annual term.

If you are a business customer and cancel an annual Plan, the cancellation stops the next renewal. You keep access until the end of the annual term you have paid for, and no refund is given for the unused months, except in the situations listed in section 4 (When cancellation takes effect).

If you are a Consumer, you have the 14-day right to cancel described in section 5 from the start of a new annual subscription, and any renewal cooling-off right that applies under section 6. Outside those periods, cancellation stops the next renewal and you keep access until the end of the paid term, but this does not affect your rights where the Service is faulty (see section 8).

If you switch from monthly to annual billing, the annual term starts on the date you switch and we credit any unused part of the current monthly period against the first annual Fee. If you switch from annual to monthly billing, the change takes effect at the end of the current annual term.

We want to put things right if the Service does not work as it should. Please tell us as soon as possible by contacting support so that we can investigate and fix the problem.

Business customers

If the Service does not conform with the warranty in section 20 (Warranties and disclaimers) of the Terms, we will first try to correct the problem. If we cannot do so within a reasonable time, you may terminate the affected subscription and we will refund prepaid Fees for the unused period. If the Service is unavailable for an extended period because of our fault, we will consider a pro-rata credit or refund on a fair and reasonable basis, but we do not offer service credits unless an Order Form provides them.

Consumers

If you are a Consumer, the Consumer Rights Act 2015 gives you the following rights, which we will always honour:

• Services. The Service must be provided with reasonable care and skill and as described. If it is not, you can ask us to repeat or fix the relevant part of the Service at no cost to you. If we cannot do that, or cannot do it within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which in some cases may be up to the full price.
• Digital content. Where we supply digital content (for example, downloadable reports or templates), it must be of satisfactory quality, fit for purpose and as described. If it is not, you can ask for a repair or replacement. If that is impossible, or is not done within a reasonable time and without significant inconvenience, you are entitled to a price reduction, which may be up to the full price. If faulty digital content we supply damages your device or other digital content and we failed to use reasonable care and skill, we will repair the damage or compensate you.

These rights are in addition to the 14-day cancellation right in section 5. For more information about your rights, contact Citizens Advice.

Downgrades. A downgrade to a lower Plan, or a reduction in Seats, takes effect at the start of your next billing period. You will not receive a refund or credit for the current period. Before the downgrade takes effect you must reduce the number of properties and Seats to within the limits of the new Plan; if you do not, we will ask you to do so before the change can complete.

Upgrades. An upgrade takes effect immediately. We charge a pro-rated amount for the rest of the current billing period, and the higher Fee applies from the next billing period. If you are a Consumer, upgrading does not start a new 14-day cancellation period for the subscription as a whole, but you keep all your statutory rights.

Downgrades caused by non-payment. If a subscription is restricted because of a failed payment (see section 11), that is not a downgrade and the Fees for the period remain due.

If you think you have been charged incorrectly, please contact us first at info@blackwellen.com. We will investigate promptly and, if we have made a mistake, refund you in full. This is usually the quickest way to resolve a payment problem.

You keep any right you have to dispute a payment with your card issuer or bank, and nothing in this Policy restricts it. If a chargeback or payment dispute is raised, we will provide the payment provider with relevant information about your subscription and usage, and while the dispute is open we may suspend or restrict the Workspace in line with section 17 (Suspension) of the Terms where the disputed amount relates to Fees for current access.

If a business customer raises a chargeback that is found to be unjustified, we may recover the disputed amount together with any reasonable chargeback fee charged to us by our payment provider. We will not charge Consumers fees for raising a dispute.

If a payment fails, for example because a card has expired or has insufficient funds, the following steps apply:

1. We will email the account owner straight away, explaining that the payment failed and how to update the payment details in Settings → Billing.
2. Our payment provider will automatically retry the payment several times over the following days, and we will send further reminders.
3. If the payment is still outstanding 14 days after our first notice, we may restrict the Workspace so that you can view and export data but cannot create new records or use paid features, as permitted by section 5 (Plans, fees and billing) and section 17 (Suspension) of the Terms.
4. If the payment is still outstanding 30 days after our first notice, we may cancel the subscription. The Exit Period in section 19 of the Terms will then apply, so that you can still export your data.

As soon as payment is made, full access is restored. We do not charge Consumers late-payment fees. Business customers may be charged statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998, as explained in the Terms.

We pay refunds to the payment method you used for the original payment, through our payment provider, Stripe. If that is no longer possible (for example, because the card has been closed), we will contact you to agree another method; we will not charge you for this.

Where a refund is due under the CCRs, we will issue it within 14 days after the day on which you told us you were cancelling. For other refunds, we will issue them within 14 days after we agree that a refund is due. Once issued, refunds usually take between 5 and 10 Business Days to reach your account, depending on your bank or card issuer.

Refunds include any VAT charged on the refunded amount. If you are VAT-registered, we will issue a credit note where required. Refunds are made in pounds sterling; we are not responsible for exchange-rate differences or charges applied by your own bank.

We do not give cash refunds, and we do not refund Fees for periods in which the Service was suspended because of your breach of the Terms.

If you have a question about cancellation or a refund, please contact us at info@blackwellen.com or write to us at 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom.

If you are unhappy with how we have dealt with a cancellation or refund, please follow our Complaints Procedure, which explains how we handle complaints and how long we take to respond. If you are a Consumer and remain dissatisfied, you can get independent advice from Citizens Advice, and you keep your right to bring a claim in the courts described in section 29 (Governing law and jurisdiction) of the Terms.

We may update this Policy from time to time, including to reflect new legal requirements. Changes will not reduce the rights you have in relation to a payment you made before the change, and we will give notice of material changes in line with section 25 of the Terms.