Refund policy.

The 14-day statutory right

Under the UK Consumer Contracts Regulations 2013, consumers have a 14-day right to cancel a digital subscription from the day the contract is concluded. If you cancel within this 14-day window, we will refund your subscription payment in full. To exercise this right, email billing@fuelhawk.co.uk from the address on your account within 14 days of subscribing — a simple "I'd like to cancel and refund" is enough. Refunds are processed within five business days to the original payment method.

After 14 days

Once the 14-day window has passed, subscription payments are non-refundable. You can still cancel any time from your dashboard; cancellation stops future billing but does not refund the current period. You retain access to your paid features until the end of the period you've already paid for, and nothing further is billed thereafter.

Narrow exceptions

We will refund the charge in the following limited cases:

• Duplicate charge: if our systems have charged your card twice for the same billing period, we will refund the duplicate in full within five business days of confirmation.
• Incorrect charge: if we have charged the wrong plan (e.g. Fleet when you selected Member), we will refund the difference and correct the subscription.
• Unauthorised access: if a third party subscribed using your card without authorisation and you can demonstrate the account was compromised, we will refund the charge and close the account.

All other refund requests — including "I forgot I subscribed", "I didn't use it enough", "I found a cheaper alternative", or "the forecast was wrong" — fall outside the policy and will be declined.

Annual plans

Annual subscriptions are paid up-front for 12 months. The same no-refund policy applies. If you cancel mid-year you keep access until the end of the paid period; no pro-rated refund is offered.

Fleet subscriptions

Fleet tier (£99/month) follows the same no-refund rule. Because Fleet accounts involve multiple seats and a driver invitation flow, we recommend a month on Member first to confirm fit before scaling up. Fleet customers may request a bespoke agreement by emailing billing@fuelhawk.co.uk.

Service outages

FuelHawk does not offer a formal SLA. In the unlikely event of a sustained outage exceeding 24 consecutive hours within a billing period, we may at our discretion extend the affected subscription by the equivalent number of days. This is a goodwill gesture, not a contractual refund obligation.

Chargebacks

If you raise a chargeback with your card issuer instead of contacting us, we will provide the issuer with the record of your consent to immediate service (see above), your usage history, and our terms of service. Chargebacks raised contrary to this policy are typically overturned; a chargeback in our favour results in permanent closure of your account and a bar on future subscriptions.

If you have a billing concern, please email us first — billing@fuelhawk.co.uk — we can almost always resolve it faster than your bank can.

How to cancel

Dashboard → Manage subscription opens the Stripe billing portal where you can cancel in two clicks. Cancellation is immediate for future billing; access continues until the end of the current paid period.

Statutory rights

Nothing in this policy limits your non-waivable rights under UK consumer law, including the right to a remedy where the service has not been supplied with reasonable care and skill, or is not as described. These rights are separate from the discretionary refunds addressed above.