Refund Policy

Last updated: 8 May 2026

This policy explains when and how you can get a refund from Lineman. There are three distinct routes; which one applies depends on why you want the refund.

1. Cancellation within the 14-day cooling-off window

If you bought as a consumer and cancelled within 14 days of purchase without consenting to immediate supply (the rare path — see Cancellation Policy), you are entitled to a full refund.

  • Amount: the full price you paid.
  • Method: the same payment method you used to buy.
  • Timeframe: within 14 days of us receiving your cancellation notice.
  • Fees: none.

If you consented to immediate supply at checkout (the normal path) and cancelled before the service was fully performed, the refund may be reduced proportionately to reflect the service already supplied. We will tell you the breakdown when we acknowledge the cancellation.

2. Service is faulty, not as described, or not fit for purpose

If you bought as a consumer, the Consumer Rights Act 2015 gives you remedies when a digital service falls short of the standards required by law (sections 33–47). The available remedies are:

  • Repair or replacement — at our cost, within a reasonable time.
  • Price reduction — proportionate to the shortfall, where repair or replacement isn't possible or hasn't worked.
  • Refund — in limited cases where repair, replacement, and price reduction haven't resolved the issue.

If you think the service is faulty:

  1. Tell us — support@lineman.io or open a support ticket from your dashboard.
  2. We will investigate within a reasonable time and propose a remedy.
  3. If you are not satisfied, you can escalate via the Complaints procedure.

We will not insist on you using a particular dispute-resolution route before exercising your rights — these are independent.

3. Cancelling outside the 14-day window

After the 14-day cooling-off window, cancelling stops future renewals but does not, by default, refund the current billing period. Your access continues to the end of the period you've already paid for. If exceptional circumstances apply (for example, an extended outage we caused), contact support@lineman.io and we will consider a goodwill refund on a case-by-case basis.

4. Business buyers

If you bought as a business — paying with a VAT number, registered company name, or business email — refund handling is governed by your contract with us. The default is no refund after the 14-day window unless we agreed otherwise in writing. The Consumer Rights Act 2015 cooling-off and quality routes above do not apply to B2B contracts.

5. How long refunds take to appear

We process refunds via Stripe. After we authorise the refund:

  • Same-day — Lineman side processed; Stripe will email you a receipt.
  • 5–10 business days — appears on your card or bank statement (this is on the bank's side, not ours).

6. Statutory rights

Nothing in this policy excludes or restricts your statutory rights as a consumer.

For broader consumer-rights guidance see the Citizens Advice consumer service (UK).