Refund and cancellation policy

1. Who this applies to

Clerify is built for traders and professionals acting in the course of their trade, business, craft, or profession. The 14-day statutory withdrawal right under EU Directive 2011/83 applies only to consumers and is therefore not the default on a B2B subscription. However, if a customer signs up without providing valid business credentials and it is later established that the customer contracted as a consumer, the consumer protection rules described in section 6 apply in full.

2. Subscription cancellation

• You can cancel any time from the dashboard or by writing to contact@clerify.eu.
• Cancellation takes effect at the end of the current billing cycle.
• You keep access until the end of that cycle.
• We do not refund partial periods. Pro-rata refunds are not offered.

3. Refunds

• Subscription fees are non-refundable except where required by law.
• If we miss the uptime target in a given month, you can request a service credit. See SLA.
• If we materially breach the agreement and fail to cure within 30 days of written notice, we will refund unused, prepaid fees on a pro-rata basis.

4. One-off audits

• One-off purchases (the Single Audit) are non-refundable once the audit has been delivered to your account.
• Audits bought never expire and remain on the account until consumed or until the account is closed.
• Any discount stated in a quote applies to that quote only. It is a courtesy, not a contractual entitlement for later purchases.
• If a one-off purchase fails to deliver the audit to your account because of a defect on our side, write to contact@clerify.eu within 30 days and we will either deliver it again or refund the charge.

4a. The credits of Reggie (27 October 2026)

• The credits of a plan are made available at the start of each month of the plan, and what is left of them lapses at the end of that month without rolling over; a cancellation takes effect at the end of the current cycle and the credits of that cycle stay usable until then.
• Top ups never expire and remain on the account of the organisation until they are spent or the account is closed; they are not refundable once credits of the top up have been spent, and a top up of which no credit has been spent is refunded on request within 14 days of the purchase.
• An answer that could not be finished takes nothing from the balance; where credits were taken for an answer that did not arrive, write to contact@clerify.eu and they are put back on the account.
• For consumer customers, section 6 applies to the credits as it applies to the other services.

5. Disputed charges

Write to contact@clerify.eu within 30 days of the invoice. Include the invoice ID and the disputed amount. We respond within 10 business days.

6. Consumer customers

If you contracted with us as a consumer, you have the right to withdraw from this contract within 14 days of conclusion without giving any reason. To exercise your right of withdrawal you must inform us by an unambiguous statement (a letter sent by post or by email to contact@clerify.eu). You may use the model withdrawal form below, though it is not obligatory.

If you exercise your right of withdrawal we will reimburse all payments received from you without undue delay and no later than 14 days from the day on which we are informed of your decision. We will use the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

If you ask us to begin supplying the service before the 14-day period has expired we will ask you to give express consent to early commencement and to acknowledge in writing (by ticking a clearly labelled checkbox at sign up) that you will lose your right of withdrawal once the service has been fully performed. For partially performed services you will owe a proportionate amount for the service supplied up to the point of withdrawal. If those steps are not completed the exception does not apply and the full 14-day right remains available.

For one-off audits (the Single Audit) the same 14-day right applies. Audits already consumed before withdrawal are charged on a proportionate basis; any unconsumed audits are refunded. Audits that have not yet been delivered to your account at the time of withdrawal are refunded in full within 14 days of the withdrawal notice.

7. Model withdrawal form

You may copy, paste, and send the form below to contact@clerify.eu or to our registered postal address shown in the Imprint.

To Clerify, contact@clerify.eu. I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following service: [description of the plan or audit], ordered on (*): [date of order], Name of consumer(s): [name], Address of consumer(s): [address], Signature of consumer(s) (only if this form is notified on paper): [signature], Date: [date]. (*) Delete as appropriate.