Overview
This Refund Policy explains when payments made to CharterVote can be refunded, how to ask for a refund, and how long a refund takes. It applies to per-election purchases and annual subscriptions bought through CharterVote, and it sits alongside our Terms of Service and Privacy Policy. CharterVote is operated by Plusky IT Solutions.
Our approach
We want CharterVote to be fair. An unused voting package can be refunded within three months of purchase, and even after that it stays usable in your account. An honest setup mistake is put right at no cost, and we always honour the refund rights the law gives you. Where a refund is due, we return it to the original payment method.
Free re-run for setup mistakes
Most problems with an election are configuration mistakes caught soon after launch rather than reasons to unwind a payment. If an honest setup mistake is found within 72 hours of an election going live, we provide one free re-run of that election.
A free re-run is separate from a refund. It corrects the mistake and lets the vote proceed without returning your payment, and choosing a re-run does not remove any refund right you may have.
Per-election purchases
A per-election purchase, also called a voting package, pays for a single election and is priced by its eligible-voter band at the time of purchase. A package is "used" once you apply it to an election and that election opens for voting.
- An unused package can be refunded in full within three months of the date you bought it.
- After three months, an unused package is no longer refundable, but it does not expire. It stays in your account and you can use it for an election whenever you choose.
- Once a package has been used for an election, it is not refundable, because the service has been delivered. The free re-run above still covers honest setup mistakes.
Annual subscriptions
An annual subscription pays for twelve months of your plan.
- Within 14 days of the start of a subscription or its renewal, and provided you have not run an election in that time, you can cancel for a full refund.
- After that period, the subscription is not refundable for the remainder of the term, but you keep access until the period you have paid for ends, and you can stop the next renewal at any time.
How refunds are paid
Refunds are returned to the original payment method through the payment provider that took the payment, currently Stripe or Flutterwave. We cannot refund to a different card, account, or method. Where a full refund is due, our team issues it from within CharterVote; a partial refund, where one is agreed, is issued the same way.
Processing times
Once we issue a refund, the funds are returned by the payment provider to your bank or card issuer. How quickly they appear depends on your bank and provider, and is typically 5 to 10 business days. We will confirm by email when a refund has been issued.
How to request a refund
To ask for a refund, contact us with your account email and, where you can, the election or order the payment relates to:
- Email: [email protected]
- Contact form: Contact us
We aim to respond to refund requests within a few business days.
Your consumer rights
Nothing in this policy removes or limits the rights you have under the consumer law of your country. Consumers in the United Kingdom and the European Economic Area in particular may have additional cancellation and refund rights, including statutory cooling-off rights, which apply regardless of this policy.
Changes to this policy
We may update this Refund Policy from time to time. We will post the updated policy on this page with a new "Last updated" date. The policy that applies to a purchase is the one in force when you made it.
Contact
For questions about this policy or a specific refund:
- Email: [email protected]
- Contact form: Contact us
This policy is provided to help you understand how refunds work at CharterVote. It does not affect any rights you have under applicable law.