Refunds and cancellation

1. Two kinds of payment

PatronNow handles sponsorship payments, which a Sponsor makes to an organisation, and plan payments, which an organisation makes to ULU Studio Ltd for a PatronNow plan. They work differently.

2. Sponsorship payments

A sponsorship payment goes to the organisation's own Stripe account. PatronNow is not the recipient. Whether to refund it, in part or in full, is the organisation's decision under the terms it agreed with the Sponsor.

An Admin can refund an online payment from the invoice in PatronNow, up to the amount still held from that payment. Stripe returns the refund to the card or bank account the Sponsor paid from; it usually arrives within five to ten working days.

• Our commission on the refunded part comes back to the organisation. Once Stripe confirms the refund, PatronNow returns the same share of its commission to the organisation's Stripe account: refund half the payment and half the commission is returned.
• Stripe's processing fee is not returned by Stripe. PatronNow shows the Admin this before they confirm the refund.

Payments made outside PatronNow, such as a bank transfer recorded against an invoice, are refunded outside PatronNow by the organisation.

3. Plan payments

Plans renew automatically, monthly or yearly, until an Admin cancels from the organisation's billing page. Cancelling stops the next renewal; the plan stays active until the end of the period already paid for.

• Monthly plan: no minimum term. We do not refund the rest of a month.
• Annual plan: paid upfront for the year. If an Admin cancels within 14 days of the organisation's first annual payment, we refund that payment in full. After that, we do not refund unused months.

If you buy a plan as a consumer rather than for an organisation, the law gives you 14 days from purchase to cancel and receive a refund, less a proportionate amount for the service you used in that time.

If money is taken after cancellation or after a lapsed renewal's deadline, contact us and we will check it and refund it. If we withdraw PatronNow or materially reduce a plan's features, we refund the unused part of any plan period. Refunds of plan payments go back to the card that paid.

4. Disputes and chargebacks

If a Sponsor disputes a card payment with their bank, Stripe tells the organisation and takes the disputed amount from the organisation's Stripe balance until the dispute is resolved. PatronNow records the withdrawal, and any amount returned, against the invoice. The organisation answers the dispute in its Stripe account, with evidence it can download from PatronNow: the invoice, the accepted terms and the sponsorship report with its delivery record. Because the payment was made on the organisation's own Stripe account, any dispute fee Stripe charges is charged to the organisation. If the organisation loses the dispute, PatronNow returns its commission on the amount lost, as it does for a refund.

5. Mistakes

If a payment was taken in error, for example twice, an Admin can refund it from the invoice as in section 2. If you need help, email info@patronnow.app with the invoice number and we will help put it right promptly.

6. Contact

ULU Studio Ltd, trading as PatronNow, company number 17259257, Swan Building, 20 Swan Street, Manchester M4 5JW. info@patronnow.app.