Cancellation & Refund Policy

1. Introduction

1.1 Purpose of this Policy

This Cancellation and Refund Policy explains how Members may cancel their Privi Membership, the circumstances in which refunds may be available and the process followed by Privi when considering refund requests.

This Policy should be read alongside the Privi Terms & Conditions and Subscription Terms.

1.2 Our Approach

Privi aims to operate a fair, transparent and consistent Membership service.

We understand that circumstances can change, and each refund request will be considered fairly and in accordance with this Policy and applicable consumer legislation.

2. Cancelling Your Membership

2.1 Cancellation by the Member

You may cancel your Membership at any time through your account or by using any other cancellation method made available by Privi.

Cancellation prevents future subscription payments from being collected.

Unless otherwise stated in this Policy or required by law, cancelling your Membership does not immediately end your access to Member benefits.

2.2 Access Following Cancellation

Following cancellation:

• your Membership will remain active until the end of your current paid subscription period;
• you will continue to have access to Member benefits during that period;
• your Membership will not automatically renew.

Once your paid subscription period ends, access to Member-only features and Business Offers will cease.

2.3 Rejoining

Former Members may purchase a new Membership at any time, subject to the Membership plans, prices and promotions available at the time of rejoining.

Privi cannot guarantee that previous pricing, promotional offers or Membership arrangements will remain available.

3. Cooling-Off Rights

3.1 Consumer Rights

Where applicable, consumers purchasing a Membership online may have the right to cancel within the statutory cooling-off period provided by applicable consumer legislation.

3.2 Immediate Access to Digital Services

During the purchase process, Members may request immediate access to the digital Membership service.

Where immediate access has been requested and expressly acknowledged, your statutory cancellation rights may be reduced or lost in accordance with applicable consumer legislation.

Nothing in this Policy limits any rights that cannot legally be excluded.

4. Refund Eligibility

4.1 General Principle

Membership fees are paid in exchange for access to the Privi Membership service throughout the applicable subscription period.

Unless required by law or otherwise stated in this Policy, subscription payments are non-refundable once paid.

4.2 Circumstances Where a Refund May Be Approved

Privi may approve a full or partial refund where:

• a duplicate payment has been processed;
• an incorrect amount has been charged due to an administrative or technical error;
• payment has been taken after a Membership was correctly cancelled;
• Privi has made an error affecting the Member's subscription;
• a refund is required by applicable law;
• exceptional circumstances exist which, in Privi's reasonable opinion, justify a refund.

Each request will be assessed on its individual circumstances.

4.3 Circumstances Where Refunds Will Not Normally Be Available

Refunds will not normally be provided because:

• a Member has not used their Membership;
• a Member has not redeemed any offers;
• a Member decides they no longer require the Membership;
• a Member forgets to use the service;
• a Member relocates;
• a Member's personal circumstances change;
• an individual Business leaves the Platform;
• an individual Offer is amended or withdrawn;
• a preferred Business is no longer participating;
• a Member chooses not to use available offers.

Membership provides ongoing access to the Platform rather than guaranteeing access to any specific Business or Offer.

5. Business-Related Matters

5.1 Goods and Services Purchased from Businesses

Privi is not responsible for goods or services supplied by participating Businesses.

Refunds relating to products, meals, appointments or other services purchased from a Business remain the responsibility of that Business.

Members should contact the Business directly regarding:

• product refunds;
• service complaints;
• cancellations;
• warranties;
• exchanges;
• pricing disputes.

5.2 Business Closure

If a participating Business permanently closes, temporarily ceases trading or leaves the Platform, this does not normally entitle Members to a Membership refund.

Privi continually develops and refreshes its network of participating Businesses throughout the Membership period.

6. Complimentary Memberships

From time to time, Privi may issue complimentary Memberships at its sole discretion.

Complimentary Memberships:

• are not purchased;
• carry no monetary value;
• are not exchangeable for cash;
• are not eligible for refunds.

Privi reserves the right to withdraw or amend complimentary Memberships where reasonably necessary.

7. Refund Decisions

Refund requests will be reviewed fairly and consistently.

Privi may:

• approve the request in full;
• approve a partial refund where appropriate;
• decline the request where it does not meet the requirements of this Policy.

Where reasonably practicable, Privi will explain the outcome of its decision.

8. Payment of Approved Refunds

Approved refunds will normally be returned using the original payment method.

Where this is not reasonably possible, Privi may agree an alternative method.

Processing times will depend upon the relevant payment provider and financial institution.

9. Fraudulent Refund Requests

Privi reserves the right to investigate refund requests where fraud or misuse is suspected.

Knowingly providing false or misleading information in support of a refund request may result in:

• refusal of the refund;
• suspension or termination of Membership;
• recovery of any losses where legally permitted;
• referral to the appropriate authorities where unlawful activity is suspected.

10. Changes to this Policy

Privi may update this Cancellation and Refund Policy from time to time to reflect:

• changes in legislation;
• changes to Membership services;
• operational improvements;
• changes to business practices.

The latest version will always be published on the official Privi website.