Refund Policy
First payment on a new account, within 14 days: full refund, no questions.
Ask by email and expect an answer within two working days. Refunds go back to the card you paid with, usually inside five working days.
The 14 day period
If you are within 14 days of your first payment on a new account, you get all of it back. You do not have to give a reason, and it does not matter how much you uploaded.
This is separate from, and at least as generous as, the statutory right of withdrawal that consumers in the EU and the UK have. Where the law gives you more, the law wins.
After 14 days
Monthly plans are not refunded part way through a month. Cancel and the plan runs to the end of the period you paid for.
Yearly plans are refunded pro rata. Cancel four months into a year and the remaining eight months come back to you. We would rather return money you are not using than hold someone in a plan they have stopped needing.
Changing plan
Moving up takes effect immediately. You are charged only the difference for the days remaining in the period, not a fresh full price.
Moving down takes effect at the end of the period you have already paid for, so nothing is wasted. If moving down puts you over the smaller plan's storage limit, new uploads pause and nothing is deleted.
When we refund without being asked
- A duplicate charge, or a charge after you cancelled.
- A significant outage. If the service is unavailable for more than 24 hours in a month, tell us and we will credit that month.
- A price rise applied to you without the notice we promised.
What is not refunded
- Periods already used, outside the 14 day window and outside a yearly plan.
- Accounts closed for a serious breach of Acceptable Use.
- Storage add ons already consumed during the period.
How to ask
Email billing@northwestfalls.com from the address on the account. Tell us which payment and, if you feel like it, why. We reply within two working days.
Refunds are issued through our merchant of record and return to the original payment method. Most arrive within five working days, though your bank sets the pace.
Chargebacks
If something looks wrong, email us before starting a chargeback. A chargeback automatically suspends the account while the bank investigates, which locks you out of your own catalogue for weeks over something we could usually settle the same day.