1. Who this policy applies to
This Refund Policy applies to paid subscriptions to The GM Deck, a product of Mirrorhead Creative. Payments are processed by Paddle.com Market Limited (“Paddle”), who acts as the merchant of record. Refunds under this policy are issued via Paddle to the original payment method.
2. Free trials and cancellation
Where we offer a free trial, you will not be charged until the trial ends. You can cancel at any time during the trial from the Settings page or by emailing info@mirrorhead.uk and no payment will be taken. If you cancel after the trial has converted, your subscription remains active with full, unchanged access to all paid features until the end of the current billing cycle, and you will not be charged again.
3. Your 14-day right of withdrawal (UK and EU consumers)
If you are a consumer based in the United Kingdom or the European Union, you have a statutory right to withdraw from your subscription contract within 14 days of the day it was entered into, without giving any reason. This right is provided by the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and, in the EU, by Directive 2011/83/EU.
Important exception — immediate supply of digital content. Because The GM Deck is digital content and an online service, we need your express consent before we can start providing it to you immediately. When you subscribe, you are asked to confirm that:
- You want us to begin providing the paid features as soon as payment is taken, and
- You acknowledge that, once we have begun providing them, you lose your right of withdrawal for the part of the service that has already been supplied.
If you have given this consent and we have begun providing the service, your right of withdrawal no longer applies to the service already used. If you have not yet used the paid features at the time you ask to withdraw, we will refund you in full.
To exercise your right of withdrawal within the 14-day window, email info@mirrorhead.uk with your account email address and a clear statement that you wish to withdraw. We will process your refund via Paddle to your original payment method within 14 days of receiving your request.
4. Goodwill refunds outside the statutory window
Even when the statutory right of withdrawal no longer applies, we will consider refund requests on a case-by-case basis. We will typically grant a refund where:
- You were charged in error or charged more than once for the same billing cycle.
- A defect or outage in the service prevented you from using paid features for a meaningful period.
- You were charged for a renewal you did not intend and had made no use of the service since the renewal.
We may decline refund requests where the service has been used substantially during the period in question, where the request is made many months after the charge, or where there is evidence of abuse of the refund process. These goodwill refunds are discretionary and do not affect your statutory rights.
5. Cancelling mid-term (monthly and annual plans)
Cancelling your subscription does not change your access while the plan is still paid for. On any plan — monthly or annual — cancellation simply stops the next renewal: you keep full, unchanged access to every paid feature until the end of the period you have already paid for, and are only moved to a free / read-only state once that period ends.
For annual subscriptions specifically, outside of the statutory withdrawal window we do not normally issue partial refunds for the remaining months of a paid year — you retain the service you paid for until the year ends. We will, however, consider goodwill refunds for the unused months where the circumstances justify it (for example a serious service defect, or a renewal charge that you did not intend and had made no use of).
6. How refunds are processed
All refunds are issued via Paddle to the original payment method used for the transaction. Once a refund is issued by Paddle, it usually appears on your statement within 5–10 business days, depending on your card issuer or payment provider. We cannot refund to a different payment method.
7. Chargebacks
If you believe you have been charged in error, please email us first at info@mirrorhead.uk before raising a chargeback with your bank — we can usually resolve billing issues faster than the chargeback process. Chargebacks raised without first contacting us may result in your account being suspended while the dispute is investigated.
8. Your statutory rights
Nothing in this Refund Policy excludes, restricts, or modifies any non-waivable consumer rights you have under UK or EU law, including any right to a remedy where the service does not match its description, is not of satisfactory quality, or is not fit for purpose. If you are a UK consumer and believe we have not handled a refund request properly, you can contact the Citizens Advice consumer helpline or, in the EU, your local consumer protection authority.
9. Contact
For any refund request or billing question, email info@mirrorhead.uk with your account email address and the relevant invoice number if you have it. We aim to respond within a reasonable time frame.