Refund Policy

Last updated: 10 May 2026

This Refund Policy explains when you may receive a refund for fees you paid to Strand Support for platform access (for example a Strand Support subscription billed through our checkout). It applies alongside our Terms of Service and any rights you may have under applicable law.

1. Who we are

Refunds for Strand Support platform subscriptions are offered by Strand Support.

Registered address: Strand Support, Room 73, The Mansion House Wrest Park, Silsoe, Bedford.

Payments may be processed by Paddle, which acts as the merchant of record for those transactions. Paddle may handle refund mechanics on our instructions where that is how your payment was taken.

2. Fourteen-day refund window

If you are eligible under this policy, you may request a full refund of the subscription fee for your initial purchase of Strand Support platform access when you contact us within fourteen (14) days from the date you were charged for that subscription.

The fourteen-day period runs from the date of the relevant charge shown on your payment confirmation or receipt (or, if that is not available, the date we reasonably identify as the start of your paid subscription).

This window applies to your first paid subscription charge for Strand Support platform access in respect of that purchase. It does not extend recurring renewal charges after the first billing period unless required by law.

3. What we may exclude or adjust

We may refuse or reduce a refund where:

• The fourteen-day window has passed.
• The payment relates to a renewal, add-on or usage charge outside the scope of section 2.
• We reasonably believe the subscription was obtained fraudulently or in breach of our Terms of Service.
• A refund is prohibited or restricted by law, by payment network rules, or by Paddle’s policies where they apply as merchant of record.

Nothing in this policy limits mandatory statutory rights you may have as a consumer (including rights under UK consumer law where they apply).

4. How to request a refund

Email or contact us using the same support channels shown on our website or in your Strand Support account. Include the email address used at checkout, your organisation or studio name if relevant, and the approximate date of payment.

If your subscription includes self-service billing management through Paddle, you may also use any customer billing portal or links provided in your receipts to manage payment details; refund requests themselves should still be directed to us within the fourteen-day window unless we tell you otherwise.

We aim to confirm eligibility and process approved refunds within a reasonable time. Where Paddle processes the refund, timing may follow Paddle’s procedures.

5. After a refund

If a refund is granted, access to paid Strand Support platform features may end in line with your subscription status and our Terms of Service.

6. Changes to this policy

We may update this Refund Policy by posting a new version on this page and updating the "Last updated" date. The version that applies is the one in force at the time you made the relevant payment unless applicable law requires otherwise.

7. Privacy

Our Privacy Policy explains how we handle personal data when you contact us about billing or refunds.