Refund Policy

This policy applies to paid provider subscriptions on NurseryMatch. Parents do not pay anything to use NurseryMatch, so refunds are only relevant for nurseries on a paid plan.

14-day cooling-off period

New paid subscriptions in the UK are covered by a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you cancel a new subscription within 14 days of starting it, you're entitled to a full refund — even if you've used the service. Email hello@nurserymatch.com from the email address on the account and we'll process the refund within 5 working days.

After the cooling-off period

Outside the 14-day window, our standard policy is:

  • Monthly subscriptions: you can cancel at any time from your billing page. Cancellation takes effect at the end of the current billing period, and you keep access until then. We don't prorate or refund partial months.
  • Annual subscriptions: cancellation takes effect at the next renewal date and stops auto-renewal. We don't typically refund the unused portion of an annual term, but if you have an exceptional reason (extended illness, nursery closure, billing error) email us and we'll consider a pro-rata refund on a case-by-case basis.

When we will always refund

  • Duplicate or incorrect charges caused by a billing system error.
  • Charges after a successful cancellation that we failed to honour.
  • Subscription paid by mistake on the wrong card or account, if you flag it within 14 days.

In these cases we refund the full amount within 5 working days; the funds typically land back on your card 3–10 working days after we process the refund, depending on your bank.

When we may decline

We may decline a refund where:

  • The cooling-off period has passed and the request doesn't fit one of the cases above.
  • The account has been suspended for breach of our terms.
  • The request is for a downgrade between paid tiers within a billing cycle. You can downgrade for free; the new rate applies from the next billing date.

How to request a refund

Email hello@nurserymatch.com from the address on the account, with:

  1. Your nursery name and URN.
  2. The date of the charge you want refunded.
  3. A short note on why.

We aim to acknowledge within 2 working days and to process eligible refunds within 5 working days.

How payments work

All payments are processed by Stripe. NurseryMatch never sees or stores your card details. Refunds are issued back to the original payment method.

This policy supplements your statutory rights under UK consumer law and does not override them. For any dispute we cannot resolve directly, you have the right to escalate to the relevant ombudsman or court.