Refund Policy

This Policy supplements the Terms of Service and Subscription Terms. Mandatory rights available under applicable consumer law always take priority.

The subscription supplier is DOMUS SAPIENS LTD, company number 15319608, with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.

1. Cancel before the first charge

A customer can cancel a 14-day trial before it ends and will not be charged the first subscription payment. Removing a place, abandoning it or ceasing to use it does not itself cancel billing; use the customer portal or contact us.

2. Cancelling renewal

Cancellation normally stops the next renewal. Access continues until the end of the paid period unless a refund, chargeback, safety issue or legal requirement makes earlier restriction necessary. There is no cancellation fee.

3. Refund requests

To request a refund, email info@enter.place with the account email, place name, charge date and reason. Do not send a full card number or sensitive authentication information. We aim to acknowledge requests promptly and may ask for enough information to locate and secure the subscription.

4. When a refund may be issued

• where applicable law gives the customer a cooling-off or refund right;
• for a duplicate or demonstrably incorrect charge;
• where the paid service was materially unavailable because of our fault;
• where we agreed a remedy for a documented billing error; or
• where another fair outcome is appropriate after review.

Except where law requires otherwise, cancellation after a correctly disclosed renewal does not automatically create a full refund for a period already used. We may offer a full or proportionate refund depending on timing, use and impact.

5. Processing time

Approved refunds are sent through Stripe to the original payment method. Stripe and the customer’s bank control the time needed for the credit to appear. We do not promise an exact bank-processing time that we cannot control.

6. Chargebacks and fraud

If a charge is unfamiliar, contact us so we can investigate and secure the account. We may provide Stripe and the issuing bank with relevant checkout, consent, authentication, product-use, cancellation and support records. We may restrict related accounts or payouts while fraud, a dispute or abuse is reviewed.

7. Effect on Scout rewards

A refund or chargeback cancels any unpaid Scout reward connected with that payment. If the reward has already been paid, the same amount may become a negative Scout balance and be withheld from later rewards, as described in the Scout Terms. This does not reduce the customer’s own statutory refund rights.