Refund & Cancellation Policy

Last updated: 4 October 2026

We want you to be happy with what you buy from Hancrop. This policy explains how to cancel and when you can get a refund. It forms part of our Terms of Service and does not affect your statutory rights.

Software licences and subscriptions

• 14-day money-back guarantee. If you are not satisfied with a first-time purchase of one of our software products, contact us within 14 days of payment and we will refund it in full — no questions asked.
• Cancelling a subscription. You can cancel at any time. Your access continues until the end of the period you have already paid for, and you will not be charged again.
• Renewals. We email you before an annual subscription renews. If you forget to cancel and contact us within 7 days of an annual renewal without having used the software since, we will refund that renewal.
• Outside these cases, payments for periods already started are not refundable, except where the law requires otherwise.

Hancrop Studio

• Every new account starts with a 7-day free trial that needs no payment details.
• The 14-day money-back guarantee above applies to your first Hancrop Studio subscription payment.
• Agency White-Label setup is fully refundable if you cancel before we start the setup work. Once setup has started it is not refundable, except where we cannot deliver the setup we agreed.
• Hancrop Studio payments are processed by Creem, our merchant of record. Approved refunds are returned by Creem to your original payment method.

Project services

• Payment milestones and any deposit are set out in your proposal.
• You can end a project at any time by telling us in writing. You pay for the work completed up to that point, and we refund any amount you have paid in advance for work not yet carried out.
• If something we delivered does not match what was agreed, tell us and we will put it right at no extra cost.

Your rights as a consumer

• Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a contract made online. For digital content, this right ends once you start downloading or accessing it, if you asked for immediate access and acknowledged that you would lose the right. Our 14-day money-back guarantee above still applies to first-time software purchases.
• For services, if you asked us to start within the 14-day cancellation period and then cancel, you pay a proportionate amount for the work carried out up to that point.
• Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described, and services must be carried out with reasonable care and skill. If they are not, you are entitled to a repair, replacement or price reduction, and in some cases a refund.

How to request a refund or cancel

1. Email billing@hancrop.uk from the address you used to buy, with your name, the product or project, and the payment date. You can also use the contact form.
2. We confirm receipt within two working days.
3. Approved refunds are made to your original payment method within 14 days. Card refunds usually appear on your statement within 5–10 working days, depending on your bank.

Before you dispute a charge

If you do not recognise a charge marked HANCROP.UK (or, for Hancrop Studio, a charge from Creem) or have a problem with an order, please contact us first. We can usually resolve it, or refund you, faster than a dispute through your bank.