Refund Policy
Last updated: November 2026
30-day money-back guarantee
Nothing is charged during your 7-day free trial. After that, if you are charged for PassNova Premium and it isn’t right for you, email support@passnova.co.uk within 30 days of the charge and we will refund it in full. No questions asked.
What the guarantee covers
- Your first payment, on the monthly or the annual plan.
- Your first annual renewal on the annual plan.
The 30 days run from the day you are charged, not from the day you start the free trial.
What it does not cover
Later monthly renewals are not covered. You can cancel at any time from your account page (Manage subscription) so that you are not charged again. If you cancel after a payment, you keep Premium until the end of the period you have paid for.
How to ask for a refund
Email support@passnova.co.uk from the address on your account, or include that address in your message. An order reference is helpful but not required. We confirm within 1 working day and refund to the card you paid with within 5–10 working days. When we refund, your subscription ends and your account goes back to the free plan.
There is one guarantee refund per payment.
Cancelling during the free trial
If you cancel during the 7-day trial you are not charged, so there is nothing to refund. Your account goes back to the free plan straight away.
Your legal rights
This guarantee is in addition to your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and does not limit them. Sections 8 and 9 of our Terms explain those rights, including the 14-day right to cancel. For independent advice, contact Citizens Advice or visit gov.uk/consumer-protection-rights.
Team plans
Team, Group and Organisation plans are business contracts. See section 11 of the Terms.
Contact us
For refund requests or any questions about this policy, email support@passnova.co.uk. We aim to reply within 1 working day.