Refunds, Cancellation & Billing Policy

Extractly Refunds, Cancellation and Billing Policy

Version: 1.0 Effective date: 16 June 2026

This Refunds, Cancellation and Billing Policy explains how trials, subscriptions, payments, receipt limits, extra receipt credits, cancellations, refunds, failed payments and billing disputes work for Extractly.

Extractly is operated by Utracki Systems Ltd, a private limited company registered in England and Wales under company number 17038660, with its registered office at 124-128 City Road, London EC1V 2NX, United Kingdom.

You can contact us at [email protected]. For billing questions, please include [billing] in the subject line.

1. About this Policy

This Policy forms part of the Extractly Terms of Service.

By starting a trial, purchasing a subscription, buying extra receipt credits, using paid features, uploading receipts, generating exports, opening the billing portal, or continuing to use Extractly, you agree to this Policy.

This Policy should be read together with our Terms of Service, Privacy Policy, Cookie Policy, Data Processing Agreement, Acceptable Use Policy, Security and Data Retention Policy, Sub-processors Page and MTD / Accounting / Tax Disclaimer.

If there is a conflict between this Policy and the Terms of Service, the Terms of Service will apply unless this Policy gives more specific billing, cancellation or refund rules.

2. Business use

Extractly is primarily intended for business users, including sole traders, limited companies, landlords, bookkeepers, accountants and other business or professional users.

If you use Extractly for business purposes, you confirm that you are purchasing the service for business use and not as a consumer.

If you use Extractly as a consumer, you may have statutory rights that cannot be excluded or limited. Nothing in this Policy excludes rights that cannot legally be excluded.

3. Plans and pricing

Extractly may offer plans such as:

• Starter;
• Growth;
• Business;
• Custom.

Plan names, prices, included features, limits and availability may change from time to time.

Current example monthly plan pricing may include:

• Starter: £12.99 per month;
• Growth: £24.99 per month;
• Business: £49.99 per month;
• Custom: individually priced.

The plan, price and features shown to you at checkout or in your billing portal will apply to your purchase, subject to these Terms.

4. VAT and taxes

Unless stated otherwise, prices are exclusive of VAT and other applicable taxes.

Utracki Systems Ltd does not currently charge VAT unless and until it becomes VAT registered or VAT is otherwise required by law.

If VAT, sales tax or another tax becomes chargeable, we may add it to the price, update invoices, adjust pricing, or take other steps required by law.

You are responsible for any taxes, duties, charges or reporting obligations that apply to your own business, jurisdiction or use of Extractly.

5. Free trial

Extractly may offer a free trial. The current trial may include up to 20 receipts, unless a different allowance is shown in the application or agreed in writing.

A trial is provided so you can evaluate Extractly before purchasing.

Trial features may be limited. Trial accounts may have restrictions on receipt volume, exports, archive features, AI/OCR processing, support, storage, file sizes or other functionality.

We may change, withdraw, restrict or refuse trials at any time, including to prevent abuse, duplicate accounts, automated sign-ups, repeated trials or suspicious use.

6. Subscriptions

Paid subscriptions are billed on a recurring basis, usually monthly, unless a different billing period is shown at checkout or agreed in writing.

By purchasing a subscription, you authorise us and our payment provider to charge your selected payment method for:

• subscription fees;
• extra receipt credits;
• usage charges where applicable;
• plan upgrades;
• taxes where applicable;
• other charges you approve.

Your subscription renews automatically unless cancelled before renewal.

You are responsible for keeping your billing details and payment method up to date.

7. Payment provider

Payments are processed through Stripe or another approved payment provider.

We do not intentionally store full card numbers. Payment processing, payment authentication, fraud checks, refunds, disputes, invoices and billing portal functionality may be handled by our payment provider.

Your use of payment features may also be subject to the payment provider’s own terms, privacy notice and security practices.

8. Billing portal

Where available, you should use the billing portal to:

• view your plan;
• update payment details;
• view invoices;
• manage billing details;
• cancel your subscription;
• manage payment method information;
• perform other available billing actions.

If the billing portal is unavailable or you cannot access it, contact [email protected] with the subject [billing].

9. Monthly receipt limits

Plans may include monthly receipt limits. Current example limits may include:

• Starter: 100 receipts per month;
• Growth: 500 receipts per month;
• Business: 1,500 receipts per month;
• Custom: individually agreed limits.

Unless stated otherwise, monthly included receipt limits reset at the start of each billing cycle.

Unused included monthly receipts do not roll over to future billing cycles.

10. What counts as a receipt

For billing and limit purposes, a “receipt” may include a receipt, invoice, expense document, income document, manually created record, uploaded evidence file, processed document, page selection, or other record type counted by Extractly’s usage system.

A file may count as more than one item if it contains multiple receipts, multiple selected pages, multiple records or multiple processing events, depending on the feature used.

We may apply reasonable technical rules to determine usage and prevent abuse.

If we detect accidental duplicate processing or a clear technical error, we may adjust usage at our discretion.

11. Extra receipt credits

Extractly may allow you to purchase extra receipt credits or extra receipt packs.

Extra receipt credits:

• add an additional receipt allowance to your account;
• are consumed after your included monthly plan allowance, unless stated otherwise;
• are linked to your account;
• are not transferable;
• have no cash value;
• cannot be exchanged for money;
• may be subject to technical and fair use limits;
• may expire 12 months after purchase or on account closure, whichever happens first.

If your account is suspended, frozen, cancelled or closed, unused extra receipt credits may become unavailable or expire.

12. Upgrades

You may be able to upgrade your plan through the application or billing portal.

When you upgrade:

• the new plan may apply immediately or at the next billing cycle, depending on billing configuration;
• you may be charged a prorated amount, immediate charge or full new plan amount;
• your receipt limit and feature access may change;
• any upgrade terms shown at checkout or in the billing portal will apply.

We may refuse or delay upgrades if payment fails, your account is suspended, your use breaches our Terms, or technical limitations apply.

13. Downgrades

You may be able to downgrade your plan through the application or billing portal.

When you downgrade:

• the downgrade may take effect immediately or at the end of the current billing period;
• access to higher-plan features may be removed or restricted;
• archive features, export types, storage limits, support levels or usage limits may change;
• data created under a higher plan may become read-only, hidden, inaccessible, restricted or export-only depending on the feature;
• you remain responsible for exporting any data you need before losing access to a feature.

Downgrading does not automatically entitle you to a refund for the current billing period unless required by law or expressly stated at checkout.

14. Cancellation by you

You may cancel your subscription through the billing portal where available.

You may also contact [email protected] with the subject [billing] Cancellation request.

Unless stated otherwise:

• cancellation stops future renewal;
• cancellation does not usually end the current paid billing period immediately;
• you may continue using paid features until the end of the current paid billing period;
• after the paid period ends, your account may become read-only, frozen, downgraded or restricted;
• cancellation does not automatically delete your account or data;
• account closure and data deletion must be requested separately.

You should export any data you need before cancellation, downgrade, account closure or loss of access to paid features.

15. Cancellation by us

We may cancel, suspend, freeze, restrict or terminate your subscription or account if:

• payment fails;
• a chargeback or payment dispute occurs;
• we suspect fraud, abuse or unauthorised use;
• you breach our Terms of Service or Acceptable Use Policy;
• you exceed plan limits or fair use limits;
• your use creates security, legal, compliance, provider or infrastructure risk;
• we are required to do so by law, court, regulator, payment provider or service provider;
• providing the service becomes commercially, technically or legally impractical.

Where reasonable, we may give notice and an opportunity to resolve the issue. We may act immediately where necessary for security, fraud prevention, legal compliance, payment risk or protection of Extractly and other users.

16. Failed payments

If payment fails, we may:

• retry the payment;
• notify you;
• ask you to update payment details;
• restrict paid features;
• pause processing;
• prevent new uploads;
• freeze exports;
• suspend your account;
• cancel your subscription;
• retain data for a limited period to allow payment resolution or export.

You remain responsible for unpaid amounts.

We may use our payment provider’s automated retry, dunning, invoice and collection tools.

17. Refund principles

The free trial is provided so you can evaluate Extractly before purchasing.

Unless required by law or expressly agreed in writing, we do not provide automatic refunds for:

• used billing periods;
• partially used billing periods;
• used receipt credits;
• unused included monthly receipts;
• expired receipt credits;
• AI/OCR processing;
• uploaded files;
• processed receipts;
• generated exports;
• generated archive files;
• infrastructure, storage or processing costs already incurred;
• user error;
• incorrect uploads;
• duplicate uploads caused by user action;
• failure to review extracted data;
• incorrect categorisation approved by the user;
• loss of access caused by breach of our Terms;
• cancellation after the renewal date.

Refunds may be provided where required by law or at our discretion.

18. AI/OCR extraction errors

Extractly uses automated extraction to help reduce manual data entry. Automated extraction may be inaccurate or incomplete.

You must review, correct and approve extracted data before using it.

Because users are responsible for reviewing and approving data, AI/OCR errors, extraction mistakes, category suggestions, formatting differences or processing imperfections do not automatically entitle you to a refund.

Where a clear technical issue affects processing, we may, at our discretion:

• reprocess affected files;
• restore receipt credits;
• provide support;
• offer a workaround;
• provide a discretionary credit;
• provide a discretionary refund.

19. Technical issues and downtime

We use commercially reasonable efforts to keep Extractly available, but we do not guarantee uninterrupted service.

Temporary downtime, maintenance, bugs, deployment issues, third-party outages, payment provider issues, hosting issues, AI/OCR provider issues, internet issues or other technical problems do not automatically entitle you to a refund.

Where a significant outage materially affects paid users, we may choose to provide an account credit, extension, workaround or refund at our discretion, unless required by law.

20. Consumer cancellation rights

Extractly is primarily intended for business use.

If you use Extractly as a consumer, you may have statutory cancellation rights under UK consumer law.

Where consumer cancellation rights apply, you may have a right to cancel within 14 days, subject to rules for digital services, digital content and services that start during the cancellation period.

If you ask us to begin providing digital services, paid processing, AI/OCR processing, uploads, exports or other paid functionality during any cancellation period, you acknowledge that your cancellation and refund rights may be affected to the extent permitted by law.

If the service has been fully performed, or if digital content or digital service access has begun with your agreement and acknowledgement where legally required, you may lose the right to cancel or may be entitled only to a partial refund reflecting what has already been supplied.

Nothing in this Policy limits consumer rights that cannot legally be excluded.

21. Business customers

If you buy Extractly for business, trade, professional, accounting, landlord, bookkeeping or commercial purposes, consumer cancellation rights may not apply.

Business customers are expected to use the free trial to evaluate the service before purchasing.

Business subscriptions are generally non-refundable once the paid service has started, except where required by law or expressly agreed in writing.

22. Refund requests

To request a refund, contact [email protected] with the subject [billing] Refund request.

Please include:

• your account email;
• business name if applicable;
• invoice or payment reference if available;
• reason for the request;
• relevant dates;
• relevant screenshots or details if a technical issue occurred.

We may ask for more information before deciding.

Refunds are assessed on a case-by-case basis.

23. Refund method and timing

Approved refunds will normally be sent back to the original payment method through our payment provider.

Refund processing times may depend on the payment provider, card network, bank or payment method.

We are not responsible for delays caused by banks, card networks, payment providers or incorrect payment details.

24. Credits instead of refunds

Where appropriate, we may offer account credits, extra receipt credits, plan extensions, reprocessing, support or other remedies instead of or in addition to a refund.

You do not have to accept a discretionary credit where the law requires a refund.

25. Chargebacks and payment disputes

If you raise a chargeback, payment dispute or bank reversal, we may:

• suspend or restrict your account while the dispute is investigated;
• pause processing, uploads and exports;
• provide evidence to the payment provider or bank;
• recover costs, fees or losses where permitted;
• terminate the account if the dispute is fraudulent, abusive or unresolved;
• retain relevant records for legal, accounting, fraud prevention and dispute purposes.

You should contact us first at [email protected] with the subject [billing] so we can try to resolve the issue.

A chargeback does not automatically cancel your subscription or close your account.

26. Invoices and billing records

Invoices and billing records may be made available through the billing portal or by request.

We may retain billing, invoice, payment, tax and accounting records for up to 6 years or longer where required or permitted by law.

You are responsible for keeping your own records for your business, accounting and tax purposes.

27. Account data after cancellation

Cancellation of a subscription does not automatically delete your account data.

After cancellation or expiry of a paid period, your account may become read-only, frozen, downgraded or restricted.

You may request account export or account closure where available.

We may retain data for account recovery, export, legal compliance, accounting, billing, security, fraud prevention, dispute resolution and backup rotation.

28. Account closure

If you want to permanently close your account, you must follow the account closure process where available or contact [email protected] with the subject [support] Account closure or [privacy] Account closure.

Before closing your account, you should export any data you need.

Account closure may involve a recovery period, data export, subscription cancellation, account freezing, deletion, anonymisation and retention of limited records where required.

29. Price changes

We may change plan prices, extra credit prices, feature availability, billing cycles or limits.

Where required or where changes materially affect existing paid users, we will provide notice by email, in-app notice, account notice, billing portal notice or website notice.

If you do not agree to a price change, you may cancel before the change takes effect.

Continued use after the change takes effect means you accept the new pricing.

30. Custom plans

Custom plans may have individually agreed pricing, limits, features, billing cycles, support arrangements, retention terms or contractual terms.

If a separate written agreement applies to a Custom plan, that agreement will take priority over this Policy for the relevant issue.

31. Taxes, accounting and professional advice

Extractly does not provide tax, accounting, bookkeeping, financial or legal advice.

You are responsible for:

• deciding how to treat Extractly fees in your accounts;
• determining tax deductibility;
• determining VAT treatment;
• keeping your own invoices and payment records;
• consulting an accountant or adviser where needed.

32. Abuse of billing features

You must not misuse billing, trial, refund, credit, chargeback or subscription features.

Examples of abuse include:

• creating repeated trial accounts;
• using false payment details;
• intentionally triggering chargebacks after using the service;
• using credits and then disputing payment without valid reason;
• bypassing plan limits;
• reselling access without permission;
• exploiting billing errors;
• using automated sign-ups;
• using the service for fraudulent receipts or records.

Billing abuse may result in suspension, termination, refusal of refund, loss of credits, legal action or reporting to payment providers or authorities where appropriate.

33. Changes to this Policy

We may update this Policy from time to time.

If changes are material, we may notify you by email, in-app notice, account notice, billing portal notice or by requiring acceptance of updated legal documents.

The latest version will be available through Extractly and/or the Extractly website.

34. Contact

For billing, cancellation or refund questions, contact:

Utracki Systems Ltd 124-128 City Road London EC1V 2NX United Kingdom

Email: [email protected] Suggested subject: [billing] Billing request