Cancellation & Refunds

1The right to cancel

Because you subscribe at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day the contract is concluded in which to cancel it, without giving any reason and without penalty.

We also give you a fresh 14 days after every renewal. That second right is not currently required by law — see clause 5.

1.1When the right ends early, and the three things that must happen first

Under regulation 37 of those Regulations, the right to cancel a contract for digital services ends once supply has begun, but only where all three of the following have happened:

1. you expressly asked us to begin supplying the service during the cancellation period;
2. you acknowledged that you would lose the right to cancel once supply had begun;
3. we gave you confirmation of that request and that acknowledgement on a durable medium.

This is how we do those three things. At checkout there are two separate tick boxes, one for the request and one for the acknowledgement. Neither is ticked for you. Both are checked again on our servers before a subscription can start, so a subscription cannot begin without both. The order confirmation email then repeats both statements back to you word for word, and that email is the durable-medium confirmation.

If any one of those three steps is missing, your right to cancel is not extinguished. The 14 days run as normal, and if we failed to tell you about the right as regulation 13 requires, the period is extended to twelve months and 14 days.

2How to cancel

• In the workspace: open Billing and use the cancel control. It is on the page at all times, it is not hidden behind an account menu, and there is no retention flow, offer screen or survey between you and it.
• By email: write to support@kikiyok.shop with a clear statement that you are cancelling. Any clear statement works — you do not have to use a form.
• By telephone: +44 20 7469 7312, Monday to Friday, 09:00–17:30 UK time. We confirm in writing afterwards.
• By post: to the registered office address shown on the Legal Information page.

You do not have to telephone us, and you never have to speak to anyone, in order to cancel. Cancelling is exactly as easy as subscribing was.

3What happens to your access, and to your money

• Cancel inside the cancellation period, before supply has begun: you are refunded in full.
• Cancel inside the cancellation period after asking us to begin supply and acknowledging the loss of the right: the subscription ends and you pay a proportionate amount for the part of the period already supplied. The rest is refunded.
• Cancel outside the cancellation period: the subscription does not renew. You keep access until the end of the period you have already paid for, and we do not charge you again.
• If we withdraw the service or close your account for a reason that is not your breach: we refund the unused part of the period.

Refunds go back to the original payment method within 14 days of us being told you are cancelling. There is no fee for cancelling, at any point.

Allowances are usage units, not money and not stored value. They are not redeemable for cash and there is no separate refund of unused units, because there is nothing to buy back — a period's allowance comes with the plan and ends with it.

4If something is wrong with the service

The right to cancel above is separate from, and additional to, your rights under the Consumer Rights Act 2015. If the service is not of satisfactory quality, not fit for a purpose you told us about, or not as described, you are entitled to have it put right and, if that is not possible or not done in a reasonable time, to a price reduction. Those rights last far longer than 14 days.

Nothing in these terms affects your statutory rights.

Tell us at support@kikiyok.shop and describe what went wrong. We acknowledge within one working day.

5The fresh right after each renewal (early adoption)

Part 4 Chapter 2 of the Digital Markets, Competition and Consumers Act 2024 will give subscribers a new cooling-off period after each renewal, alongside a pre-contract information screen, a standalone renewal reminder and an easy exit. Those provisions are not yet in force and are expected in spring 2027.

We have implemented all five of them now, voluntarily and ahead of the requirement. So: after every renewal you get 14 days in which you may cancel and be refunded the renewal on the same basis as clause 3. This is early adoption, not a description of current law, and we will not withdraw it.

6Model cancellation form

This is the statutory form set out in Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You only need to use it if you want to. Complete it and return it to us, or send any other clear statement instead.

To KIKIYO LTD, trading as Solebond —
by email: support@kikiyok.shop
by post: the registered office address given on the Legal Information page

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

7Complaints and disputes

If you are unhappy with how a cancellation or refund was handled, write to support@kikiyok.shop. We acknowledge within one working day and aim to resolve within 14 days.

We are not a member of any alternative dispute resolution scheme and do not submit disputes to one. If we cannot settle a matter between us, you may bring a claim in the courts.