Refund & Cancellation Policy

Effective date: 27 April 2026

We want you to feel safe trying Walu. This page explains, in plain English, how refunds and cancellations work.

1. 30-day money-back guarantee

If you're within 30 days of your first activation payment, you can ask for a full refund. We won't quiz you or make you justify it. Email [email protected] or message us on WhatsApp and we'll process the refund back to the card you paid with, usually within 5 working days.

Note: the 30-day guarantee applies from the date of your first payment after activation — not from any pre-activation conversation or demo period.

2. After 30 days from activation

After the first 30 days from activation, individual monthly payments are non-refundable, but you can cancel at any time and you won't be charged again. The site and email keep working until the end of the period you've already paid for.

So in practice: there's no "lock-in" cost to cancelling later. The only money on the table is the month you're currently in.

4. How to cancel or request a refund

Any of the following works — pick whichever is easiest:

• Email [email protected] with the words "cancel" or "refund" and the business name on your account.
• Reply to any of our billing emails.
• Message us on WhatsApp at +44 7000 000000.

You don't need to give a reason, but we welcome feedback — it's how we improve.

5. What happens after you cancel

• Your subscription stops at the end of the current paid period.
• Your .co.uk domain remains yours. On request, we'll release the auth code so you can transfer it to another provider.
• We keep a backup of your website and email mailboxes for 30 days, then permanently delete them. Export anything you want to keep within that window.

6. Disputes and chargebacks

If you ever believe a charge is wrong, please email us first — we'd much rather sort it out directly than via Stripe's dispute process. If we can't agree, you have the right to raise a chargeback through your card issuer or via Stripe's standard dispute mechanism.

7. Exceptions

We may decline a refund (and may suspend or terminate the account) where there is evidence of clear abuse — for example, a customer who repeatedly subscribes, requests refunds, and re-subscribes; or accounts used to publish content that violates our Terms of Service. These are rare cases, and we will explain our reasoning in writing.

8. Questions

Anything unclear? Email [email protected] and we'll respond within one working day.