Refund Policy

1. Overview

All MasjidConnect subscriptions are billed and processed by Paddle.com, Inc. (“Paddle”), who act as our Merchant of Record. Paddle is responsible for all payment processing, VAT collection, invoicing, and the disbursement of any approved refunds.

When you purchase a MasjidConnect subscription, you enter into a purchase agreement with Paddle. Refund requests are processed by Paddle on our behalf, subject to the terms set out in this policy.

This policy applies to subscriptions purchased directly through the MasjidConnect platform. It does not affect your statutory rights under UK law.

2. Free Trial

All paid plans (Essentials, Professional, and Enterprise) include a 14-day free trial. During the trial:

• No credit card is required to begin;
• You will not be charged at any point during the trial period;
• You may cancel at any time during the trial with no obligation and no charge; and
• If you do not upgrade to a paid plan before the trial ends, your Account will automatically revert to the Free plan.

The free trial period begins on the date you activate the trial and ends 14 calendar days later.

3. Statutory Cooling-Off Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your subscription within 14 days of the date of your first paid purchase and receive a full refund.

To exercise your statutory right to cancel, email us at support@masjidconnect.co.uk within 14 days of your first payment, clearly stating your intention to cancel and your Account email address.

This statutory right is separate from and in addition to the money-back guarantee described below.

4. Money-Back Guarantee

In addition to your statutory rights, MasjidConnect offers the following money-back guarantee:

• Monthly plans: If you are not satisfied within the first 14 days of your first paid monthly subscription, we will issue a full refund — no questions asked.
• Annual plans: If you are not satisfied within the first 30 days of your first paid annual subscription, we will issue a full refund — no questions asked.

This guarantee applies to first-time purchases only and is limited to one refund per organisation. It does not apply to renewals, plan upgrades, or subsequent subscriptions after a previous cancellation and re-subscription.

5. Monthly Subscriptions

After the 14-day money-back period has elapsed on a monthly subscription:

• You may cancel your subscription at any time from your admin dashboard;
• Your Account will remain active, with full access to your subscribed features, until the end of the current billing month; and
• No refund will be issued for unused days remaining in the current billing month.

Cancellation prevents your subscription from renewing at the start of the next billing cycle. You will not be charged again after your cancellation date.

6. Annual Subscriptions

After the 30-day money-back period has elapsed on an annual subscription:

• You may cancel your subscription at any time from your admin dashboard;
• Your Account will remain active until the end of the annual billing period; and
• Pro-rated refunds for remaining full months may be considered at MasjidConnect's discretion — please contact us at support@masjidconnect.co.uk to discuss your situation.

Cancellation of an annual subscription prevents renewal at the end of the annual period.

7. Plan Downgrades

You may downgrade your plan at any time from your admin dashboard. Downgrades are not eligible for a refund.

When you downgrade:

• Your higher-tier features remain available until the end of your current billing period; and
• The lower-tier plan takes effect at the start of your next billing cycle.

8. Service Issues

If MasjidConnect experiences significant downtime or the Service is materially unusable for an extended period due to issues within our control, we may at our discretion issue a pro-rated account credit or refund for the affected period.

To report a service issue and request compensation, please contact us at support@masjidconnect.co.uk with details of the issue and the dates affected.

9. How to Request a Refund

To request a refund, please follow these steps:

• Email support@masjidconnect.co.uk with the subject line “Refund Request”;
• Include your Account email address;
• State your current subscription plan; and
• Briefly describe the reason for your refund request.

Processing Times

• MasjidConnect will acknowledge and respond to your refund request within 3 business days.
• Approved refunds are processed by Paddle and typically appear on your original payment method within 5–10 business days, depending on your card issuer or payment provider.

Alternatively, you can cancel your subscription directly from your admin dashboard at any time. For statutory cooling-off period cancellations, please contact us by email as above.

10. Exceptions

Refunds will not be issued in the following circumstances:

• Your Account has been suspended or terminated due to a breach of our Terms of Service;
• You have requested voluntary deletion of your Account and all associated data prior to the refund request being processed; or
• The refund request falls outside the applicable guarantee or statutory period, and there are no extenuating service issues.

All refunds are issued in GBP at the original rate paid. We are unable to account for currency conversion differences.

11. Contact

For any questions about this Refund Policy or to initiate a refund request, please contact us:

• Email: support@masjidconnect.co.uk
• Response time: Within 3 business days

You can also manage your subscription and initiate cancellations directly from the MasjidConnect admin portal.