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Cancellation & Refunds

Everything you need to know about cancelling your subscription, requesting refunds, and what happens to your data.

Cancelling Your Subscription​

How to Cancel​

  1. Go to Settings → Subscription
  2. Click Cancel Subscription
  3. Select a reason (optional)
  4. Provide feedback (optional - helps us improve)
  5. Confirm cancellation

Your subscription is cancelled immediately, but you keep access until the end of your current billing period.

What Happens When You Cancel​

Immediately:

  • Cancellation confirmed via email
  • No more future charges
  • Access continues until period ends

At end of billing period:

  • Account downgraded to Hobbyist (free)
  • Items over 50-item limit remain but can't add more
  • Marketplace access continues (at Hobbyist 7.5% fee rate)
  • Active listings over the 5-listing Hobbyist limit will be archived
  • All your data is preserved, so, if you decide to upgrade again, you'll see your entire collection return!

Your data:

  • Collections preserved indefinitely (as long as you have an active account with us)
  • Images retained
  • Transaction history kept
  • Nothing is deleted (unless you decide to delete your account)

Can I Reactivate After Cancelling?​

Yes, anytime. Just go to Settings → Subscription and choose a plan.

If you reactivate:

  • All your data is still there
  • Limits restored immediately
  • Billing starts from reactivation date
  • New billing cycle begins

Refund Policy​

14-Day Free Trial​

All paid subscriptions include a 14-day free trial.

Eligibility:

  • All new subscribers get 14 days free
  • No credit card required to start trial
  • Cancel anytime during trial with no charge

How to request: Email [email protected] with:

  • Your account email
  • Reason for refund (optional)

Processing time:

  • Approved within 1 business day
  • Refund processed within 5-10 business days
  • Money back to original payment method

Monthly Subscriptions​

Current month:

  • No refund for partial months
  • If you cancel on the 15th of a monthly cycle, no refund for those 15 days
  • Exception: 14-day trial if within first 14 days

Why: Monthly subscriptions are low-commitment and can be cancelled anytime.

Annual Subscriptions​

Pro-rated refunds:

  • Refund for unused months
  • Calculated from cancellation date
  • 14-day trial still applies

Example:

  • You paid £50 for Collector annual (12 months)
  • You cancel after 4 months
  • Refund: £50 ÷ 12 × 8 = £33.33 (8 unused months)

Note: Refund excludes any discount you received for annual billing. You're refunded the pro-rated amount of what you actually paid.

Billing Errors​

If we made a mistake:

  • Full refund of incorrect charge
  • Reported within 48 hours: immediate refund
  • After 48 hours: investigated and refunded if valid

Common errors:

  • Double billing
  • Wrong amount charged
  • Charged after cancellation

Email [email protected] immediately if you notice an error.

No Refund Situations​

We can't issue refunds for:

  • Renewals after the 14-day trial period
  • Partial months on monthly plans
  • Account suspensions due to Terms of Service violations
  • Chargebacks (dispute with your bank) - account may be suspended

Marketplace Refunds​

Different from subscription refunds.

Buyers:

  • Item not as described: Full refund
  • Item not received: Full refund
  • Item damaged: Full or partial refund

Sellers:

  • Buyer didn't pay: Order cancelled
  • Buyer disputed: Investigated on case-by-case basis

See Marketplace for marketplace refund process.

Downgrading Instead of Cancelling​

Consider downgrading to Hobbyist (free) instead of cancelling:

Pros:

  • Keep access to your data
  • Still track up to 50 items
  • No billing, ever
  • Easy to upgrade later

Cons:

  • Limited to 50 items
  • No marketplace access
  • No advanced features
  • Standard support only

How to downgrade:

  1. Go to Settings → Subscription
  2. Click Change Plan
  3. Select Hobbyist (Free)
  4. Confirm

Downgrade takes effect at end of current billing period.

Pausing Your Subscription​

We don't currently offer subscription pausing, but you have options:

Option 1: Cancel and Re-subscribe Later​

  • Cancel your subscription
  • Data preserved indefinitely
  • Re-subscribe anytime
  • Pick up where you left off

Option 2: Downgrade to Hobbyist​

  • No billing
  • Keep access to 50 items
  • Upgrade when ready

Option 3: Email Us​

If you have a specific situation (e.g., medical leave, financial hardship):

Data Retention After Cancellation​

What We Keep​

GDPR requires us to remove your data once we no longer have a need for it, this means when you delete your account, we delete your personal information.

Forever:

  • Your collection data
  • Your images
  • Your transaction history
  • Your marketplace ratings

For 24 hours: Your account - This include the following:

  • PII (Name, Email, Address, Phone Number, Device Details, Hashed Password)

Account Deletion​

If you want to permanently delete everything:

  1. Go to Settings → Data Management
  2. Click Delete Account
  3. Read the warnings
  4. Enter your password
  5. Type "DELETE" to confirm
  6. Click Permanently Delete

This is permanent and irreversible.

See Account & Billing for details on what happens.

Billing After Cancellation​

Final Billing​

What you'll be charged:

  • Nothing if you cancel before renewal
  • Pro-rated refund if eligible (annual plans)

Final invoice:

  • Sent via email
  • Available in Settings → Billing → Billing History
  • Shows cancellation credit (if applicable)

No Surprise Charges​

We will never:

  • Charge you after cancellation
  • Auto-renew after you've cancelled
  • Charge cancellation fees

If you're charged after cancellation, it's an error - contact [email protected] immediately.

Payment Method After Cancellation​

All payment data is removed from the RTC Collector systems and services as soon as you delete your account.

Reactivating Your Subscription​

How to Reactivate​

  1. Go to Settings → Subscription
  2. Choose a plan (Collector or Enthusiast)
  3. Confirm payment details
  4. Click Subscribe

Immediate effects:

  • Full access restored
  • Limits increased
  • New billing cycle starts
  • All features unlocked

Can I Get My Old Price Back?​

If prices have increased since you cancelled:

  • You pay the current price
  • No "legacy pricing" for cancelled accounts

If prices decreased:

  • You pay the new (lower) price
  • Lucky you!

Reactivation After Account Deletion​

Unfortunately, once you decide to delete your account, the deletion is permanent, we do not store your details after you decide to delete your account.

Common Cancellation Scenarios​

"I'm not using it anymore"​

Consider:

  • Downgrade to Hobbyist (free) instead
  • Keeps your data safe
  • Can upgrade anytime
  • No cost

"It's too expensive"​

Options:

  1. Downgrade to Collector (£5/mo) or Hobbyist (free)
  2. Switch to annual billing (save 17% - Collector: £50/year, Enthusiast: £150/year)
  3. Email [email protected] if you're a student/educator/non-profit for discounts

"I found a better alternative"​

We're sorry to see you go! Please let us know:

  • What didn't work for you
  • What the alternative does better
  • How we can improve

Your feedback helps us get better.

"I'm having technical issues"​

Don't cancel yet!

  1. Email [email protected] or submit a bug report within the app!
  2. Explain the issue
  3. We'll fix it and send you a follow up email

Most issues can be resolved quickly. Enthusiast users get same-day support.

"I accidentally subscribed"​

Within 14 days:

  • Cancel during 14-day trial
  • No charge if cancelled during trial

After 14 days:

  • Cancel subscription immediately
  • No refund for current period
  • No future charges

Feedback​

When you cancel, we ask for feedback (optional):

Why it helps:

  • We learn what we can improve
  • We understand why people leave
  • We make RTC Collector better

It takes 30 seconds:

  • Select a reason
  • Optional: Add comments
  • Submit

We read every response.

Contact Support​

Questions About Cancellation?​

Email: [email protected]

Common questions:

  • "Can I pause instead of cancel?" - Technically. When you downgrade, your collection is still there, we don't delete it, so if you decide to upgrade again, any items over the tier limit will magically re-appear.
  • "Will I get a refund?" - See refund policy above
  • "What happens to my data?" - Preserved indefinitely
  • "Can I reactivate?" - Yes, anytime

Response time:

  • Hobbyist: 3-5 business days
  • Collector: 1-2 business days
  • Enthusiast: Same business day

Need Help Deciding?​

Email [email protected] with:

  • What you're trying to achieve
  • What's not working for you
  • Your budget/constraints

We'll help you find the best solution, even if that's cancelling.

Policy Changes​

This cancellation and refund policy:

  • Effective: 16 April 2026
  • May be updated with 30 days notice
  • Changes don't affect existing subscriptions
  • Current terms apply until renewal

Check this page for the latest policy.