Refunds and cancellations

Draft for approval. Last updated: [PLACEHOLDER: date approved].

Tender alerts

• Cancel any time. Your alerts continue until the end of the month or year you've paid for, then stop. You won't be charged again.
• First-payment guarantee: if you're not happy within 14 days of your first payment, email us and we'll give you a full refund, whether you're a business or a consumer.
• Annual plans cancelled after the first 14 days run to the end of the year, with no partial refund.
• If an alert run fails for 2 or more working days in a row through our fault, we'll extend your subscription or refund those days.

SSIP packs

• You can cancel before we start work and get a full refund.
• If you cancel after work has started, we refund what you paid minus a fair amount for the work already done.
• Once a pack has been delivered, we don't refund it. Instead, we'll fix anything we got wrong at no charge.
• If the scheme doesn't accredit you, that alone isn't grounds for a refund, but we'll help with one round of fixes (Standard and Multi-scheme packs).

How to ask

Email hello@thecontraflow.co.uk with your order email address. Refunds go back to the original payment method, usually within 5–10 working days. Consumers also have the statutory rights explained in our terms.