Thanex Refund and Cancellation Policy

1. Purpose and Application

1.1 The Refund and Cancellation Policy, referred to as the “Policy,” governs the paid subscriptions offered for the Thanex website, web application, mobile applications, Personal Workspaces, Business Workspaces, Projects, Tasks, and associated services, referred to collectively as the “Service.”

1.2 The Policy forms part of the Thanex Terms and Conditions and must be read with them. Words defined in the Terms and Conditions carry the same meaning in the Policy.

1.3 Thanex Ltd, referred to as “Thanex,” “we,” “us,” or “our,” is a private limited company incorporated in England and Wales under company number 16426957. Its registered office is at Flat 11, Mill Pond Place, Mill Lane, Maidstone, England, ME14 1GL, United Kingdom.

1.4 Paid subscriptions on the Professional plan and on each size of the Business plan are sold through the Apple App Store and Google Play, referred to individually as a “Store.” Thanex operates no direct checkout for them and holds no payment-card details. The Policy therefore explains what each Store controls, what Thanex controls, and which statutory rights survive in either case.

1.5 Questions and cancellation queries may be sent to [email protected].

2. Plans, Prices, and Billing Periods

2.1 Three plans are offered: Free, Professional, and Business. Free carries no charge and is described in clause 3. The Business plan is sold in three sizes, namely Business · 3 projects, Business · 10 projects, and Business · Unlimited. Each Account holds one plan at a time, and only the Owner of a Business Workspace pays for it.

2.2 The Policy states no price. The applicable localised price, the currency, the taxes included or added, and the billing period are displayed by Apple or by Google on the purchase screen before the transaction is confirmed, and the figures shown there govern that transaction. In a country in which the relevant Store operates tax-inclusive pricing, and the United Kingdom is one of them, the figure displayed is the figure that will be charged and it already includes value added tax.

2.3 Paid Store subscriptions are offered on a monthly billing period, which runs from the date of purchase and determines when the subscription renews and how long paid access continues after a cancellation. No annual billing period is currently offered.

2.4 Thanex is available internationally, and the price, the currency, the tax treatment, and the consumer rights attaching to a purchase depend on the country of the Store account that makes it. A figure seen in one country is no guide to the figure charged in another.

2.5 Where a Store accounts for the tax on a sale as the supplier to the consumer, the purchase receipt is issued by that Store rather than by Thanex. For a United Kingdom supply, guidance published by HM Revenue and Customs at https://www.gov.uk/guidance/the-vat-rules-if-you-supply-digital-services-to-private-consumers explains that a marketplace which sets the general terms and conditions, authorises the payment, or handles delivery of a digital service is treated as making the supply to the consumer.

3. Free Is a Plan, Not a Trial

3.1 Thanex offers no free trial. No introductory period converts automatically into a paid subscription, and no charge is ever taken because a period of free use has expired.

3.2 Free is an ongoing plan of limited functionality. A Personal Workspace on Free may hold one Live Project and applies the standard Thanex stamp, as clause 6.3 of the Terms and Conditions sets out. Completing the live Project releases the place it occupies, so another may then be created. Completed Projects, their photographs, and their Reports remain available through the web application, and Reports can be made on Free.

3.3 A Free Personal Workspace continues for as long as the Account exists. It does not lapse, it does not enter View-Only Mode, and it is not deleted for inactivity by reason of the plan alone.

3.4 A User moves from Free to Professional by purchasing a subscription through a Store, and the charge begins at that point and not before.

4. Where Payments Are Taken

4.1 The merchant of record for a Store purchase is the entity identified in the Store terms presented at checkout, and the entity depends on the country of the Store account.

4.2 For a purchase made in the United Kingdom through the App Store, the merchant of record is Apple Distribution International Ltd. of Hollyhill Industrial Estate, Hollyhill, Cork, Republic of Ireland. The contract of sale for that transaction is governed by the Apple Media Services Terms and Conditions published at https://www.apple.com/legal/internet-services/itunes/uk/terms.html, which also identify the Apple entity applying to other territories.

4.3 For a purchase made in the United Kingdom through Google Play, the content is offered by Google Commerce Limited of 70 Sir John Rogerson’s Quay, Dublin 2, D02 R296, Ireland. The contract of sale for that transaction is governed by the Google Play Terms of Service published at https://play.google.com/intl/ALL_uk/about/play-terms/.

4.4 Supply of the Service itself remains a matter between the User and Thanex under the Terms and Conditions. Separating the sale from the supply in that way does not reduce any statutory right, and clauses 14 and 15 explain where each right is exercised.

4.5 Thanex receives no payment-card number, expiry date, or security code, and cannot alter a payment method, retry a failed charge, or reverse a transaction held by a Store.

4.6 RevenueCat administers subscription status and entitlements for Thanex. It is not the merchant of record, it sells nothing, it takes no payment, and it does not receive the complete payment-card details of a User. A refund is therefore never obtained from RevenueCat.

5. Automatic Renewal

5.1 Each paid Store subscription renews automatically for successive periods of the same length, monthly, until it is cancelled through the Store that sold it.

5.2 Completing a purchase authorises the Store to collect the initial charge, the recurring renewal charges, and any applicable taxes.

5.3 Charging follows the rules of the relevant Store. The Google Play Terms of Service state that a subscriber may be charged no more than twenty-four hours before the beginning of each billing period. Google separately advises that an authorisation hold may be placed on the payment method up to forty-eight hours before the next renewal period, or up to five days before it where the subscriber is based in India or Brazil, and a hold of that kind is not itself a charge.

5.4 The renewal date, the billing period, the price, and the payment method should be reviewed in the subscription settings of the Store before a purchase is confirmed and whenever a renewal approaches.

5.5 A subscription remains active until it is cancelled, until it is terminated, or until it lapses following a failed payment that is not remedied within the period allowed by the Store.

5.6 Renewal reminders, where they are sent at all, are sent by the Store. Thanex does not control their timing or their content, and the absence of a reminder does not affect a renewal that has been authorised.

5.7 Chapter 2 of Part 4 of the Digital Markets, Competition and Consumers Act 2024, which will regulate subscription contracts in the United Kingdom, had not been brought into force as at the date at the head of the Policy. The response to the consultation on its implementation, published by the Government on 2 April 2026, records an intention to provide two cancellation periods of fourteen days each, namely an initial cooling-off period on entering the contract and a renewal cooling-off period after a trial or a contract of twelve months or more renews, together with a full refund where supply has not begun when the contract is cancelled and a proportionate refund where it has, and it anticipates commencement in spring 2027. Once the Chapter commences, any mandatory reminder notice, renewal cooling-off right, cancellation procedure, or refund obligation arising under it will override an inconsistent provision of the Policy.

6. Cancelling a Subscription Bought Through the App Store

6.1 Cancellation is completed in the Apple subscription settings, reached from the Apple Account section of Settings on an iPhone or iPad, or from the Apple Account management pages on the web. Apple’s current instructions appear at https://support.apple.com/en-gb/118428.

6.2 Cancellation stops the next renewal. Access to paid functionality continues until the end of the period already paid for, and the cancellation should therefore be completed before that period ends rather than after the next charge appears.

6.3 Deleting the Thanex application does not cancel an Apple subscription, and deleting the Thanex Account does not cancel it either.

6.4 Where a User has lost access to the Apple Account that holds the subscription, the matter must be resolved with Apple. Thanex cannot cancel or refund a subscription held in an Apple Account.

7. Cancelling a Subscription Bought Through Google Play

7.1 Cancellation is completed in the Google Play subscription settings within the Google Play app or at the Google Play website. Google’s current instructions appear at https://support.google.com/googleplay/answer/7018481.

7.2 Google confirms that a subscriber who cancels keeps the subscription for the time already paid for, so cancellation applies from the following period.

7.3 Removing the application from a device leaves a Google Play subscription running, and so does closing the Thanex Account. Only the step described in clause 7.1 stops the charge.

7.4 A User who can no longer sign in to the Google account holding the subscription must recover that account with Google before the subscription can be cancelled. Thanex has no ability to cancel it, to refund it, or to move it to another account.

8. What Happens to a Personal Workspace When Professional Ends

8.1 Cancelling Professional does not shorten the period already paid for. Professional functionality continues until the monthly period ends.

8.2 Where the Personal Workspace holds no more than one Live Project when paid access ends, the Workspace moves directly to Free and the remaining Project stays live.

8.3 Where more than one Project is live, a downgrade flow asks the User to select the single Project that is to remain live. Nothing changes until the selection is confirmed.

8.4 On confirmation, the selected Project remains live, every other Live Project becomes a Completed Project, no Project and no photograph is deleted, Completed Projects remain available through the web application, and the Personal Workspace moves to Free. Subscribing to Professional again permits an eligible Project to be reactivated.

8.5 No refund and no credit arises from the move to Free, because the paid period has been supplied in full. Nothing in clause 8 restricts the statutory rights described in clauses 14 and 15.

9. What Happens to a Business Workspace When a Business Plan Ends

9.1 Cancelling a Business subscription does not shorten the period already paid for.

9.2 When paid Business access ends, every Business Workspace owned by the holder enters View-Only Mode. Everyone in it may view the records and download or export photographs, existing Reports, and Tasks, while capture, upload, Project creation, reactivation of Completed Projects, new Reports, Tasks, and member invitations are suspended.

9.3 Holding a Business plan again restores full functionality to the Workspace and to everything held within it, however long the Workspace has been in View-Only Mode.

9.4 View-Only Mode has no fixed end. Thanex does not delete a Business Workspace or its Project Content because it is view-only, and the Workspace is deleted only if its Owner deletes it.

9.5 Every Business Customer should export any photographs and records that it needs to hold outside Thanex for business, regulatory, insurance, evidential, contractual, or tax purposes.

9.6 Removing a member from a Business Workspace does not cancel the subscription and does not reduce the price, because a Business plan is not priced by seat and no charge is made by reference to the number of members invited.

10. Changing Plan

10.1 A move between plans sold through a Store is carried out in the subscription settings of that Store, which applies its own rules to the timing of the change and to any proportionate charge or credit.

10.2 A move to a larger size of the Business plan, or from Professional to a Business plan, takes effect once the Store has authorised the payment, and the Store credits the unused part of the previous plan. A move to a smaller size, or from a Business plan to Professional, takes effect at the start of the next billing period, and the existing plan remains available until then.

10.3 Thanex applies no separate charge for a plan change and issues no separate refund in respect of one. Any proportionate adjustment is calculated and applied by the Store.

10.4 A move from a Business plan to Professional ends the Business entitlement at the next renewal, with the consequences described in clause 9. The Business Workspaces concerned become view-only, nothing in them is deleted, and the Personal Workspace keeps Live Projects without a numerical limit under Professional.

10.5 A move to a smaller size of the Business plan requires the Business Workspaces owned by the holder to be brought within the new allowance, which is three Live Projects on Business · 3 projects and ten on Business · 10 projects. The Owner chooses which Projects stay live, and the others become Completed Projects on the date of the change. Completed Projects do not count towards the allowance, and no photograph is deleted by the change.

10.6 Each Account may hold one paid plan at a time. A plan bought through one Store can be changed or cancelled only through that Store, and a Store account that already pays for one Thanex Account cannot pay for another.

11. Refunds: the General Position

11.1 Thanex neither collects nor holds subscription payments taken by a Store and therefore does not issue refunds for purchases made through one.

11.2 A refund request relating to a Store purchase must be made to the Store that took the payment. Each Store decides the request under its own published rules and under applicable law, which vary by country.

11.3 Clause 11.1 does not restrict a statutory right. Where a statutory remedy is owed by Thanex rather than by a Store, clause 15 explains how it is delivered.

11.4 A refund is not ordinarily granted by a Store merely because a Customer forgot to cancel before a renewal, did not use the Service, was absent from work, changed employer or business requirements, did not read a notification, deleted the application without cancelling, failed to export records before access ended, or experienced a fault in a device, an internet connection, an operating system, or a third-party service. The decision in each case rests with the Store.

11.5 Thanex will, on request, supply a Customer with factual information about the Account, such as the plan held and the dates of access, to support a request made to a Store.

11.6 Where a Store grants a refund, or a chargeback succeeds, the plan to which it relates ends at once, with the consequences described in clauses 8 and 9 as if paid access had ended on that date.

12. Refunds Through the Apple App Store

12.1 A refund request for an App Store purchase is submitted at https://reportaproblem.apple.com by signing in, choosing the option to request a refund, selecting a reason, and selecting the subscription concerned. Apple’s guidance appears at https://support.apple.com/en-gb/118223.

12.2 Apple states that an update on a request is normally provided within twenty-four to forty-eight hours, and that further time is then needed for funds to reach the original payment method.

12.3 Eligibility, approval, timing, and payment of an App Store refund are controlled by Apple. Thanex can neither guarantee nor grant a refund of funds held by Apple.

12.4 The Apple Media Services Terms and Conditions applying to the United Kingdom give a customer a right to cancel an order within fourteen days of receiving the receipt, without giving a reason, subject to the conditions and exceptions stated in those terms. A cancellation of that kind is addressed to Apple and is described in clause 14. Equivalent rights in other countries are those stated in the version of the Apple terms applying there.

13. Refunds Through Google Play

13.1 Google Play refund information is published at https://support.google.com/googleplay/answer/2479637, and the subscription controls are reached through the page at https://support.google.com/googleplay/answer/7018481.

13.2 Google states that it may grant refunds for certain purchases made through Google Play billing under the refund policies that it publishes, and that unauthorised charges should be reported within one hundred and twenty days of the transaction.

13.3 Google also states that many applications are made by developers rather than by Google, and that a developer may process refunds under its own policies and applicable law. Because Thanex holds no Google Play funds, a request addressed to Thanex will be answered with the information needed to pursue it with Google, together with any factual confirmation about the Account that assists the request.

13.4 Eligibility, approval, timing, and payment of a Google Play refund are controlled by Google.

14. Statutory Cancellation Rights of Consumers

14.1 A Consumer is an individual acting wholly or mainly outside that individual’s trade, business, craft, or profession. A person subscribing for professional or business purposes does not ordinarily qualify as a Consumer, and the statutory cooling-off rights described in clause 14 do not ordinarily apply to such a person.

14.2 A Consumer in the United Kingdom entering into a distance contract may have a fourteen-day cancellation right under regulations 29 and 30 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The period ordinarily begins when the contract is entered into. A Consumer resident elsewhere has the equivalent rights conferred by the mandatory law of that country, which the Policy does not displace.

14.3 Because the contract of sale for a Store purchase is concluded with Apple or with Google, a statutory cancellation right arising from that sale is exercised against the Store. Apple’s own United Kingdom terms grant a right of cancellation within fourteen days of receipt of the receipt, and Google’s United Kingdom terms state that a consumer waives the automatic statutory right of withdrawal in respect of digital content upon purchase, while retaining a fourteen-day right of withdrawal in respect of services.

14.4 Regulation 36 of the 2013 Regulations provides that, where a Consumer has made an express request for a service to begin during the cancellation period and then cancels, the Consumer must pay an amount for the service supplied that is in proportion to what has been supplied when compared with the full coverage of the contract.

14.5 Regulation 37 of the same Regulations provides that, under a contract for the supply of digital content not on a tangible medium, the Consumer ceases to have the right to cancel once supply has begun, if before the end of the cancellation period the Consumer gave express consent to immediate supply and acknowledged that the right to cancel would be lost.

14.6 Purchasing a subscription and beginning to capture, upload, or view Project Content constitutes a request for immediate supply for the purposes of regulations 36 and 37. Where the Store presents the corresponding consent and acknowledgement at checkout, the loss of the cancellation right operates on the terms of that Store.

14.7 Where a statutory reimbursement is due from a Store, that Store makes it in accordance with the applicable rules and its own terms, ordinarily through the original payment method and without a refund fee.

15. Defective Digital Services and Remedies Against Thanex

15.1 The Consumer Rights Act 2015 continues to apply to the Service supplied by Thanex to a Consumer in the United Kingdom, whatever route was used to pay for it. A Consumer elsewhere retains the equivalent mandatory remedies of the country of habitual residence.

15.2 Sections 34, 35, and 36 of that Act require paid digital content to be of satisfactory quality, to be fit for a particular purpose made known to the trader, and to match its description. Sections 43 and 44 provide for repair or replacement and for a price reduction where those standards are not met.

15.3 Section 49 of the same Act requires a service to be performed with reasonable care and skill. Section 55 provides for repeat performance and section 56 provides for a reduction in price where that standard is not met.

15.4 A Consumer who considers that the Service has failed to meet a statutory standard should write to [email protected] stating the Account email address, the date and time affected, the feature, Workspace, or Project concerned, a description of the fault, any screenshot or error message available, and the remedy sought.

15.5 Thanex will investigate and, where the complaint is well founded, will provide correction, restored access, repeat performance, or another appropriate remedy. Where a price reduction or a reimbursement of money is the correct remedy and the money is held by a Store, Thanex will support the request made to that Store and, if the Store declines to act, will settle the amount due directly.

15.6 Nothing in the Policy excludes or restricts liability that section 47 or section 57 of the Consumer Rights Act 2015 prevents a trader from excluding or restricting.

16. Billing Errors, Duplicate Charges, and Unauthorised Payments

16.1 A suspected billing error should be reported promptly after it appears on a payment statement. Because the charge is taken by a Store, the report should be made to that Store, using the routes described in clauses 12 and 13.

16.2 A Store may ask for a transaction reference, a receipt, the date and amount of the charge, and limited information about the payment method.

16.3 Thanex will assist an investigation by confirming, from its own records, the plan held, the dates on which access was available, and whether a subscription was recorded as active for the period in dispute. The entitlement records administered through RevenueCat are the source of that confirmation.

16.4 A report of an unauthorised transaction may require the Customer to secure the relevant Account, reset credentials, contact the Store and the payment provider, and supply the information reasonably needed for the investigation.

16.5 Submitting a knowingly false allegation of fraud, or a chargeback that misrepresents the facts, constitutes a breach of the Terms and Conditions and may lead to suspension under clause 19.

17. No Custom Plans

17.1 Thanex offers no custom plans and no plan sold outside the Stores. Every paid plan, and every size of the Business plan, is bought through the App Store or Google Play, and the Policy applies to all of them.

18. No Physical Goods

18.1 Thanex supplies a digital subscription service and sells no physical goods under the Policy.

18.2 Return rules concerning personalised goods, perishable goods, sealed recordings, physical software media, or damaged retail items are accordingly not engaged.

18.3 Photographs and records that a Customer has downloaded or exported cannot be returned. Statutory remedies concerning the underlying Service are unaffected by that fact.

19. Suspension and Termination by Thanex

19.1 Access may be suspended or terminated for fraud, unlawful use, material breach, security risk, or another ground stated in the Terms and Conditions.

19.2 Where termination follows a material breach, fraudulent conduct, unlawful processing, or a deliberate violation of security by the Customer, no refund or credit is offered by Thanex, and any request made to a Store will be answered with the factual position.

19.3 A suspension or termination imposed by Thanex does not cancel a subscription held in a Store account. The Customer must cancel it through the Store in order to stop further charges, and Thanex will confirm in writing that access has ended so that the cancellation can be completed without delay.

19.4 Where Thanex permanently discontinues a paid plan for reasons unconnected with any breach by the Customer, a proportionate refund or credit will be arranged for the prepaid period that cannot be used, unless an equivalent continuation arrangement is offered. Where the money is held by a Store, Thanex will either procure the refund through that Store or settle the amount directly.

20. Deletion Does Not Cancel Billing

20.1 Deleting a Thanex Account, and deleting a Business Workspace, removes the records concerned from the active systems of the Service immediately and irreversibly. Neither operation cancels a subscription held in an Apple or Google account.

20.2 A prominent warning and a link to the subscription-management settings of the relevant Store are shown before deletion is confirmed, and the cancellation must be completed there.

20.3 A charge taken after an Account or Workspace has been deleted, where the subscription was left running, is a matter for the Store under clauses 12 and 13. Thanex holds no funds from which to reimburse it.

20.4 An Owner cannot delete a personal Account while continuing to own a Business Workspace, and must first complete an ownership transition or delete the Workspace. Neither step cancels the outgoing Owner’s Store subscription, which must be cancelled separately.

21. Complaints and Dispute Resolution

21.1 A billing or cancellation complaint should be sent first to [email protected], and the parties should attempt to resolve it through direct written correspondence.

21.2 A complaint about a payment collected by Apple or by Google must also be raised with that Store, because Thanex has no power to reverse a transaction that it did not take.

21.3 Alternative dispute resolution for consumer contract disputes in the United Kingdom is governed by Chapter 4 of Part 4 of the Digital Markets, Competition and Consumers Act 2024, in force since 6 April 2026, under which providers of alternative dispute resolution must be accredited. Thanex is not a member of an accredited scheme and is under no obligation to join one.

21.4 The European Online Dispute Resolution platform has been discontinued under Regulation (EU) 2024/3228. A Consumer resident in the European Economic Area may consult the list of alternative dispute resolution bodies published by the European Commission at https://consumer-redress.ec.europa.eu/index_en.

21.5 Rights to approach a consumer-protection authority, a payment provider, or a court are unaffected.

22. Changes to the Policy

22.1 The Policy may be amended to reflect a change in law, in the plans offered, in the billing channels, in the rules of a Store, or in the operation of the Service.

22.2 A material change affecting an existing paid subscription will be notified by email, within the Service, or by another appropriate method before it takes effect, where notice is required by law.

22.3 The version applicable to a transaction is ordinarily the version in force when the relevant charge was authorised, subject to any later mandatory legal requirement.

23. Contact Details

Cancellation queries, statutory-rights claims, and billing questions may be directed to Thanex Ltd, Flat 11, Mill Pond Place, Mill Lane, Maidstone, England, ME14 1GL, United Kingdom.

Email: [email protected]

Website: https://thanex.uk

Web application: https://app.thanex.uk

Company number: 16426957.