Refund Policy
Every first paid Autera subscription comes with a 30-day money-back guarantee, monthly or annual, founding member or standard. After 30 days, charges are non-refundable and you cancel for the end of the period. Your data stays exportable for 60 days after cancellation.
Autera is software for independent UK garages. We want you to get genuine value from it, and we want billing to feel fair. This policy explains exactly what you can claim and how. It forms part of our Terms of Service and, where there is any conflict on refunds or cancellation, this policy takes precedence.
If you have a question not covered here, email support@getautera.com. We respond within 2 business days.
1. Free trial
14 days, no card needed. Cancel any time during the trial and you are not charged.
- Every new Autera account gets a 14-day free trial on the first paid plan. No card required to start.
- You get full access to the plan features during the trial.
- Cancel any time during the trial and you will not be charged. Nothing to claim.
- If you do nothing, the trial converts to a paid subscription on day 14 and your card is charged. We email you 3 days before this happens.
2. 30-day money-back guarantee
If this is your first ever paid Autera subscription (monthly or annual, founding member or standard), you have 30 days from the first charge to ask for a full refund. No questions, no partial amounts: every penny back.
- The 30-day window applies to your first paid Autera subscription, whether monthly or annual.
- It applies whether or not you used the founding member code FOUNDING25.
- Email support@getautera.com within 30 days of your first charge with the subject line “Refund request”. Tell us your workshop name. A reason helps us improve but is not required.
- We acknowledge within 1 business day and process the refund within 5 business days via Stripe. Your bank may take a further 5 to 10 days to clear it.
Your statutory 14-day cancellation right (consumers)
If you are a consumer, UK law gives you 14 days to change your mind about a distance contract. By starting your subscription you agree we can begin straight away, and you lose that 14-day right once the service has been fully provided. Our 30-day money-back guarantee above is more generous, so most people simply use that.
If you are a consumer (an individual buying outside your trade or business), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a statutory right to cancel this distance contract within 14 days of entering into it, without giving a reason. Because Autera is supplied digitally and on demand, by starting your subscription and using the service within that period you expressly consent to immediate supply and acknowledge that you lose the 14-day right to cancel once the service has been fully provided. This statutory right is separate from, and in addition to, our 30-day money-back guarantee above, which is more generous and is what most subscribers will rely on. To cancel, use the cancel option in your billing settings or email support@getautera.com; you do not need to give a reason.
3. After 30 days
No refunds after 30 days. You cancel and access runs to the end of the paid period.
- After the 30-day window, charges are non-refundable.
- You may cancel any time from billing settings. Your access continues to the end of the current paid period (the end of the month for monthly plans, the end of the year for annual plans), then stops automatically.
- There is no pro-rated refund for unused time in the current period.
- Renewal charges (your second monthly charge, your second annual charge, etc.) are not covered by the 30-day guarantee.
4. Upgrades, downgrades, and reactivations
The 30-day guarantee covers your first paid subscription only. If you have previously held a paid Autera subscription (including if you cancelled and later reactivated), charges are non-refundable. Plan changes mid-cycle are pro-rated by Stripe automatically and do not reset the guarantee window.
5. Founding members
The 30-day guarantee applies to founding members on the same terms. The 25% discount stays as long as you do.
Founding members signed up with the FOUNDING25 code are covered by the same 30-day money-back guarantee in section 2. There is no separate or extended window.
Your 25% founding member discount is tied to your active subscription. If you cancel, the discount cannot be reinstated on a future subscription, because the founding member redemption slots are limited to the first 15 garages and a churned customer cannot reclaim a slot. If you believe you cancelled in error, contact us promptly and we will consider the circumstances.
6. Free Solo accounts
There is no charge for Solo accounts and no refund applies.
7. Service outages and downtime
We target 99.5% uptime. There are no automatic credits for downtime in this version of our SLA. We may offer goodwill remedies for serious outages at our discretion.
- Our Service Level Agreement targets 99.5% monthly uptime. We do not provide automatic refunds or service credits for downtime in version 1 of the SLA.
- If we experience a significant outage (more than 2 hours of unplanned downtime in a single incident), we will publish a post-mortem and may, at our discretion, offer a goodwill remedy such as an extension to your current billing period.
- To raise an outage you believe warrants consideration, email support@getautera.com with the dates and nature of the issue.
8. Payment disputes and chargebacks
Talk to us before raising a chargeback with your bank. We respond to billing queries within 2 business days and can refund directly where due.
- If you have a billing issue, please contact us before raising a dispute with your bank or card provider. We respond within 2 business days and can refund through Stripe directly where a refund is due.
- Raising a chargeback skips this step, costs both parties time and money (banks charge merchants a dispute fee regardless of outcome), and may result in your account being suspended pending the outcome of the investigation.
- If a dispute is raised and we determine it is unfounded (for example, you received the service in full and the charge was legitimate), we will respond to your bank with the relevant evidence. A resolved dispute in our favour does not prevent you from cancelling going forward, but it does mean no refund is issued for that charge.
9. Data export after cancellation
You get 60 days of read-only access to export everything, even if no refund applies.
When you cancel your Autera subscription, your account enters a 60-day read-only period. During this time you can:
- Sign in and view all your data.
- Export everything from Settings → Export my data (jobs, customers, invoices, vehicles, documents).
- Reactivate your subscription at any time.
After 60 days the account is permanently deleted. We cannot recover data after permanent deletion. Your right to export your data is independent of any refund claim.
10. How to request a refund
Email support@getautera.com with:
- Subject: “Refund request”
- Your workshop name and the email address on your account
- A short note on the reason if you are happy to share (helps us improve, not required)
We acknowledge within 1 business day and confirm the outcome within 5 business days. Refunds are processed via Stripe and appear on your original payment method within 5 to 10 business days, depending on your bank.
11. Changes to this policy
We may update this Refund Policy from time to time in line with section 15 of the Terms of Service. For material changes that reduce your rights under this policy, we will give at least 30 days’ notice by email and by in-app banner. Continued use after the notice period constitutes acceptance.
12. Governing law and contact
This Refund Policy is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction. Nothing in this policy excludes any statutory rights you may have under UK consumer law where those rights apply.
FrameLogic Limited
58 Rochester Avenue
Feltham, TW13 4EJ
United Kingdom
Companies House: 17193146
Email: support@getautera.com