Cancellation and refunds

1. Sign in and open the billing page.
2. Choose “Cancel subscription” and confirm.

That is the whole process. There is no phone call, no chat window, no retention offer, no reason required and no notice period. Emailing support@sparklingen.shop does exactly the same thing and we act on it the same working day.

Cancelling stops the next renewal. Your access continues until the end of the period you have already paid for, and your saved routes stay available until then.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from entering into the contract to cancel it and get your money back, without giving a reason.

This service is digital and starts immediately. Under regulation 37 that right comes to an end once supply has begun, but only if all three of the following happened:

1. You gave express consent to the service starting during the 14-day period.
2. You acknowledged that by doing so you would lose the right to cancel.
3. We confirmed both of those back to you on a durable medium.

So that there is no doubt about any of the three, checkout asks for them as two separate confirmations, neither of them ticked in advance. Nothing is inferred from a single box, and the payment will not go through unless both have been ticked — the server checks them again rather than trusting the page. Both statements are then repeated word for word in your order confirmation email, which is your durable record of them.

If we did not give you the information regulation 13 requires, the 14 days do not start. The cancellation period is extended by up to twelve months, so it can run for as long as twelve months and 14 days. If you believe that applies to you, say so and we will honour it.

Where a renewal starts a new contract period, a new 14-day cancellation period runs from the renewal date. We apply this now, ahead of the date on which the Digital Markets, Competition and Consumers Act 2024 requires it.

Before every renewal you get a reminder by email, sent on its own rather than inside anything else, telling you what is about to be charged, when, and how to stop it.

Money comes back in the following cases, and we do not ask you to argue for it:

• You cancel within a cancellation period that is still running: a full refund.
• You were charged after cancelling: a full refund of that charge.
• The service did not work as described, or was unavailable for a material part of a period: a refund of that period, or of the unused part of it.
• A duplicate or mistaken charge: a full refund.

Refunds go back to the card the payment came from, using the same means of payment, within 14 days of us accepting the cancellation. There is no fee for a refund.

Outside those cases, a period that has simply gone unused is not refunded. There is nothing to return: this is a digital service and there is no shipping, no delivery and no physical goods.

Cancelling does not delete your account. If you want the account and everything in it deleted, say so and we will do it — see the privacy notice for what is kept afterwards and why.

You do not have to use this form — a plain email saying you are cancelling is enough, and so is the button on the billing page. It is reproduced here because the regulations require it to be available.

Email support@sparklingen.shop with “complaint” in the subject line. A consumer in Scotland can get free advice from Advice Direct Scotland at consumeradvice.scot and can report a trader to Trading Standards Scotland. A claim of up to £5,000 can be raised through the Simple Procedure in the Sheriff Court.