Legal

Refund and Cancellation Policy

How to cancel a SPARK subscription, what happens to your data, and when refunds are given for monthly plans, annual plans, device packs and AI credit.

Last updated 16 September 2026

We want it to be easy to try SPARK, easy to leave, and clear what you will and will not be charged. This policy applies to every subscription bought on www.sparkdock.io. It does not limit any rights you have under consumer protection law.

1. Free plan and trial

  • The Free plan is free indefinitely and never charges you.
  • The 14-day MSP trial needs no payment method. Nothing is charged when it ends; the account simply returns to the Free plan limits until you choose to subscribe.

2. Cancelling a subscription

  • Cancel at any time from Settings → Billing, or by emailing support@sparkdock.io from an administrator's address.
  • Cancellation takes effect at the end of the current paid period. You keep full access until then, and you are not charged again.
  • After the period ends the organisation moves to the Free plan. Data above the Free limits is kept read-only for 30 days so you can export it, then deleted as described in the Privacy Policy.

3. Monthly plans and device packs

Monthly subscriptions and monthly device packs are not refunded for partial months. Removing a device pack stops it being billed from the next renewal.

4. Annual plans

  • If you cancel within 14 days of the first annual payment for a plan, we refund that payment in full.
  • After 14 days, annual plans are non-refundable, but the service continues until the end of the year you paid for.
  • Annual renewals are announced by email at least 14 days in advance so you can cancel before you are charged.

5. AI credit top-ups

Prepaid AI credit is consumed as Nova is used and is not refundable once purchased, except where the credit could not be used because of a fault on our side.

6. Billing errors and faults

  • Duplicate charges, charges after a confirmed cancellation and other billing errors are refunded in full as soon as we confirm them.
  • If a fault on our side prevents you from using paid features for a significant period, contact us and we will credit or refund the affected time.

7. How refunds are paid

Refunds go back to the original payment method through Stripe, normally within 5 to 10 business days of approval, depending on your bank. We will confirm by email when a refund has been issued.

8. Hardware and services bought separately

Collector hardware, onboarding or professional services purchased under a separate order or invoice are governed by the terms of that order.

9. Contact

To request a refund or ask about a charge, email support@sparkdock.io with your organisation name and the invoice number.

This policy is provided by YOT LTD, United Kingdom.