Purpose: This Refund & Cancellation Policy (“Policy”)
explains how Lockngo Ltd (“Lockngo,” “we,”
“us,” or “our”) handles refunds, cancellations, and related
inquiries. We process payments from end users (“End Users”) who pay for locker
access—whether on a per-use basis or via a subscription—and we also license our software
(“Services”) to business clients (“Clients”). By using our
Services, you acknowledge and agree to this Policy.
Legal Compliance: We comply with all applicable UK consumer protection laws
(including the Consumer Rights Act 2015 and Consumer Contracts Regulations,
where relevant) and, as we expand, the corresponding EU regulations that provide for minimum
consumer rights (including any cooling-off periods for digital services, if applicable).
For purely B2B contracts, consumer law generally does not apply. However,
we maintain transparent and fair refund terms for all our Clients and End Users.
2. Refunds for End Users (B2C)
Key Refund Triggers
Locker Inaccessibility Due to Hardware Failure: If an End User is unable to
access a locker due to a hardware fault or malfunction, we will provide a refund
for that specific booking/usage.
Digital Key Malfunction on Our End: If the digital key fails to activate
or is otherwise inaccessible due to an error in our system, we will issue a refund.
System Error vs. User Error: We only process refunds for issues attributable
to system or hardware faults. We do not refund for user mistakes
(e.g., entering incorrect details, forgetting to use the locker).
Cancellation Window for Per-Use Keys: Once an End User requests a digital
key, there is a 1-hour cancellation window. If they cancel within that hour
(and before actually activating the locker), they are entitled to a full refund.
After activation, the booking is considered used.
Subscription Refunds
Service Failure: If End Users experience a genuine service failure during
a subscription period (e.g., lockers are consistently inaccessible), we will provide
a refund for that affected cycle.
Non-Usage: If an End User subscribes but never uses any lockers during
the current billing cycle, they may request a refund for that cycle.
Past billing cycles are non-refundable.
Cancellation Timing: Users may cancel at any time. The subscription will
end on the last day of the current billing cycle, with no pro-rata refunds for
partial periods already in progress.
Refund Request Process
How to Request: End Users must submit a request via our official
website contact form within 7 working days of
the incident or issue.
Time to Process: We aim to process refund requests within 14 days
of receiving all necessary information.
Method of Refund: Refunds are typically made to the original
payment method (credit card, mobile payment, etc.).
Exceptions & Limitations
Misuse or Violation: If lockers are misused or our Terms of Service
are violated, refunds may be denied.
After the 7-Day Reporting Window: Requests submitted after 7 working days
of the incident may not be eligible.
3. Refunds for Business Clients (B2B)
Monthly Licence Fees: Our licence fees for Clients (per lock, per month)
are non-refundable. Once a billing cycle has begun, we do not offer
partial or full refunds unless required by law.
Early Termination: If a Client decides to terminate their contract
before the end of the agreed term, no refunds or credits will be issued for any remaining period.
Revenue Sharing & Refund Adjustments: We issue refunds directly to
End Users in eligible cases (see Section 2), then deduct the refunded amounts from
any revenue to be shared with the Client. This ensures End Users are kept whole
while the Client remains responsible for hardware or other issues within their control.
Pilot or Trial Periods: If a Client is participating in a pilot or
trial integration, any applicable fees or credits are subject to the specific terms
outlined in the pilot agreement. Generally, if no fees are charged during the trial,
no refunds apply.
Cooling-Off Period: Standard UK or EU consumer laws do not apply to
purely B2B transactions. We do not offer a statutory “cooling-off” period for Clients
unless explicitly stated in the contract. For Clients who engage in a pilot
or trial, the terms for cancellation or exit are defined in that specific agreement.
4. Additional Terms & Legal Compliance
Compliance with UK & EU Regulations: We fully comply with applicable
consumer protection and e-commerce regulations in the UK and relevant
consumer protection laws in the EU for End Users located in those regions.
Reporting Timeline: End Users are advised to report any refund claim
within 7 working days. Claims outside of this window may be rejected.
Fraudulent Claims: We reserve the right to investigate any suspicious
or potentially fraudulent claims. If we determine a claim is fraudulent, no refund
will be issued, and the user’s account may be terminated.
Limitations of Liability: Nothing in this Policy limits or excludes
liability that cannot legally be limited or excluded under applicable law
(e.g., liability for personal injury, negligence, or willful misconduct).
5. How to Request a Refund or Cancellation
End Users: Submit your refund or cancellation request via our official
website contact form. Provide relevant details (account info, date/time
of locker booking, subscription details, and a brief description of the issue).
Business Clients: Contact your Lockngo account manager or email
contact@locknogo.io. Include your company name, contract details, and reason
for cancellation or refund request.
Processing Time: We generally respond to requests within 5 working
days and complete eligible refunds within 14 days.
6. Changes to This Policy
Updates: We may update this Refund & Cancellation Policy from time
to time to reflect changes in our practices, legal requirements, or for other operational
reasons. We will post any updates on our website and revise the “Last Updated” date accordingly.
Material Changes: If we make significant changes to this Policy, we
will provide a prominent notice or contact you directly (e.g., email or in-app notification).
7. Contact Us
For any questions or concerns about this Refund & Cancellation Policy, please contact: