Refund & Cancellation Policy

Last updated: 19 April 2026

This Refund and Cancellation Policy applies to subscriptions to the Citicus ONE platform provided by CO2 Compliance Services (UK) Ltd ("we", "us", "our"). Please read this policy carefully before purchasing a subscription.

1. Subscription Model

Citicus ONE is provided as an annual subscription service. When you subscribe, you are purchasing access to the platform for the full Subscription Period (typically 12 months). Payment is due at the start of each Subscription Period.

2. 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee for new subscribers. If you are not satisfied with the Service within the first 30 days of your initial subscription, you may request a full refund subject to the following conditions:

  • The refund request must be submitted in writing to accounts@co2compliance.co.uk within 30 calendar days of the subscription start date.
  • This guarantee applies only to the first Subscription Period for new subscribers. It does not apply to renewals or upgrades.
  • Upon processing the refund, access to the Service will be terminated immediately.

3. Cancellation

You may cancel your subscription at any time by providing written notice to accounts@co2compliance.co.uk.

  • Cancellation will take effect at the end of the current paid Subscription Period.
  • You will continue to have full access to the Service until the end of the Subscription Period for which you have already paid.
  • No partial refunds are provided for unused time remaining in a Subscription Period, except as described in Section 2 (30-Day Satisfaction Guarantee).

4. Automatic Renewal

Subscriptions automatically renew at the end of each Subscription Period unless you provide written notice of non-renewal at least 30 days before the renewal date. If you wish to prevent automatic renewal:

  • Send a cancellation notice to accounts@co2compliance.co.uk at least 30 days before your renewal date.
  • We will confirm receipt of your cancellation notice and the date on which your subscription will expire.

5. Plan Changes

  • Upgrades: You may upgrade your plan at any time. The price difference will be pro-rated for the remainder of the current Subscription Period and charged immediately.
  • Downgrades: Plan downgrades take effect at the start of the next Subscription Period. No refund or credit is provided for the difference during the current period.

6. Refunds for Service Issues

If you experience a material failure of the Service that we are unable to resolve within a reasonable timeframe, you may be eligible for a pro-rated refund for the remaining unused portion of your Subscription Period. Such refunds are assessed on a case-by-case basis. To request a refund on these grounds, contact accounts@co2compliance.co.uk with details of the issue.

7. Refund Processing

  • Approved refunds will be processed within 10 working days of approval.
  • Refunds will be issued to the original payment method used for the purchase.
  • For card payments processed via Stripe, refunds typically appear on your statement within 5–10 working days.
  • For bank transfer payments, refunds will be made to the originating bank account.

8. Data After Cancellation

Upon cancellation or expiry of your subscription:

  • Your data will remain available for export for 30 days after the end of the Subscription Period.
  • After 30 days, all Subscriber Data will be securely and permanently deleted from our systems.
  • We recommend exporting any data you wish to retain before the end of this period.

9. Exceptions

This policy does not apply to:

  • Custom enterprise agreements with separately negotiated terms.
  • Services provided under a free trial or proof-of-concept arrangement.
  • Third-party products or services that may be referenced by or integrated with Citicus ONE.

10. Contact Us

For any questions about this Refund and Cancellation Policy, or to submit a refund request, please contact:

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