Refund policy
Version 2026.08. This policy operates in addition to your statutory rights under the UK Consumer Rights Act 2015 (see CRA notice).
Simple version
Within thirty days of first activating a plan, if it turns out the plan does not suit you, we refund the paid amount pro-rata, less the ordinary session price of any sessions you have already had. No forms, no arbitration, no small print.
Detail
- Ally Starter is free, so no refund applies.
- Monthly personal plans (Standard, Plus) — refund of the current month's fee less consumed sessions at £29 per Standard session or £49 per Plus session.
- Yearly personal plans (Standard Yearly, Plus Yearly) — full refund within 14 days if no sessions consumed; pro-rata within 30 days of activation less consumed sessions at ordinary session price.
- Team and Business plans — pro-rata refund within 30 days of workspace creation less any consumed sessions across seats. After 30 days, cancellation stops future charges but does not refund the current month.
- Gift plans — refundable to the buyer within 14 days if the recipient has not yet redeemed. Once redeemed the gift can only be refunded on the same basis as the underlying plan.
How to request
Email support@allyhub.org from the address on your Ally account. Include the plan name and the reason (a sentence is fine — helps us improve). We reply within one working day and process the refund within five working days to the original payment method.
Statutory rights
Nothing in this policy limits your rights under the UK Consumer Rights Act 2015. You may reject an unsatisfactory service within 30 days, ask for repeat performance (a replacement session with a different mentor), request a price reduction, or in cases of serious shortfall claim a full refund. See the CRA notice.
Chargebacks
If you dispute a charge with your card issuer before contacting us, that is your right. It slows the resolution down considerably and blocks us from processing a refund ourselves; please email the desk first if you can.
Worked examples
Below are common refund scenarios so you can see how the policy applies in practice.
Example 1 — Standard, month one, after two sessions
You activated Ally Standard on the 1st of the month. You have used two of your four sessions. You cancel on day fifteen. Refund calculation: £19 paid, less £29 × 2 sessions consumed at the ordinary rate = negative amount, no refund due. In this narrow case we round to zero and offer either a switch to Starter (free) with your cabinet intact, or a full cancellation with your cabinet dropped to Starter. You keep your notes either way.
Example 2 — Standard Yearly, day forty, no sessions consumed
You activated Ally Standard Yearly (£189) on the 1st. By day forty you decide the platform isn't for you and no sessions have been booked. Refund: full £189 back to the original payment method within five working days, less no consumed sessions. Your cabinet is dropped to Starter — your notes remain accessible.
Example 3 — Plus, month two, sixteen sessions consumed
You activated Ally Plus on 1 August. Over month one you had ten sessions, over the first half of month two you had six more. You cancel on 15 September. Refund calculation for month two: £39 paid on 1 September, less £49 × 6 sessions = negative amount, no refund. Month one is beyond the 30-day window; no refund applies. Cabinet reverts to Starter.
Example 4 — Business, month one, workspace with eight active seats
You activated Ally Business (£179/mo) on 1 August with fifteen seats provisioned. Eight seats have activity in month one, seven have not. You cancel on 25 August because your team decided to pause the benefit. Refund calculation: pro-rata for the remaining ~5 days of month one = £179 × (5/31) = £28.87 refund, less any consumed sessions across all seats at £29/session ordinary Standard rate. If total consumed sessions × £29 ≤ £28.87 we refund the difference; otherwise no refund is due for month one. Future months are cancelled and not charged.
Turnaround
We aim to acknowledge refund requests within one working day. Card refunds via Stripe typically reach your account within five working days. Direct Debit refunds via GoCardless take up to eight working days. Bank transfers to non-UK accounts may take longer depending on your bank; we cover the cost of any Ally-side transfer fee.
Non-refundable items
Ally gift plans that have been redeemed by the recipient are non-refundable to the buyer beyond the pro-rata calculation described above (the recipient owns the cabinet at that point). Third-party fees (bank charges, currency conversion at your bank) are not refundable — we refund the amount originally received.
Escalation
If we cannot agree a refund, you may escalate through the routes listed in the Consumer Rights Act notice — including the Small Claims Court in England and Wales, and consumer protection through your bank or card issuer.
Frequently asked
Do I need to give a reason? No. A one-word "not for me" is enough. We ask an optional follow-up question because the answers help us improve the product; you may skip it.
Can I get a partial refund without cancelling? Yes — if you had a bad month, tell us. We often issue a goodwill credit against your next month rather than a cash refund; you choose which suits.
What if my mentor moved off the platform? If your matched mentor leaves Ally we offer either a replacement match with cabinet history transferred, a pro-rata refund, or a switch to Starter with your notes preserved.
My employer paid — who gets the refund? The payment method of record. For Team/Business plans that means the workspace admin's card or account, not individual members.
Do refunds affect my cabinet? Refunds cancel the paid plan tier and drop your cabinet to Starter (free). Your notes, homework, and message threads remain intact. Only the ability to book future paid sessions is removed.
Contact
AllyHub Ltd · support@allyhub.org · +44 20 3695 4712.