Refund & Cancellation Policy

1. About this policy

This Refund & Cancellation Policy (“Policy”) explains your cancellation and refund rights when you purchase a subscription, service, ticket or other paid item from TRM Flex Limited (“TRM Flex”, “we”, “us”, “our”).

This Policy is governed by the laws of England and Wales and incorporates your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contracts Regulations”). Nothing in this Policy limits statutory rights that cannot be excluded by contract.

2. Who this policy applies to

This Policy applies to:

• Business customers (B2B) — clients, suppliers and venues purchasing the platform on a subscription basis.
• Consumers (B2C) — individuals purchasing tickets to events delivered through the platform, or self-employed contractors purchasing optional individual services.

Where the law gives consumers stronger protections than business customers, the consumer rights in this Policy apply only to consumers as defined in the Consumer Rights Act 2015 s.2.

3. Subscriptions (B2B)

3.1 Free trials

Free trials may be cancelled at any time before the trial end date with no charge. If you do not cancel before the trial ends, your subscription converts to the plan you selected and the first billing cycle is charged.

3.2 Monthly subscriptions

Monthly subscriptions may be cancelled at any time via your account settings or by contacting us. Cancellation takes effect at the end of the current paid month and you retain access until that date. Monthly fees already charged are not refunded on a pro-rata basis except where required by law.

3.3 Annual subscriptions

Annual subscriptions are paid for the full 12-month term in advance. They may be cancelled at any time but no refund is given for the unused portion of the term, except where:

• we have materially breached the agreement and failed to remedy the breach within 30 days of written notice; or
• a refund is required under the Consumer Rights Act 2015 (where you contracted as a consumer); or
• we agree a refund in writing on a goodwill basis.

3.4 Renewals

Subscriptions renew automatically. We will email a renewal reminder at least 14 days before renewal for annual plans. To prevent renewal, cancel before the renewal date.

4. Statutory 14-day cancellation right (consumers only)

Under the Consumer Contracts Regulations 2013, consumers buying a digital service online have 14 days from the day the contract is entered into to cancel and receive a full refund, unless you have expressly agreed that the service starts within that period and acknowledged that you will lose the right to cancel.

By starting to use a paid TRM Flex service within the 14-day period, you agree the service begins immediately and waive your right to cancel for any portion of the service already supplied. You may still cancel any unsupplied portion.

To exercise the right to cancel, send a clear statement to hello@trmflex.com quoting your order reference. We will refund you within 14 days of receiving your cancellation notice using the original payment method.

5. Tickets purchased through the platform

Tickets to events sold through TRM Flex are sold by the event organiser (our client), not by TRM Flex. The organiser sets the refund terms for each event, which are shown at the point of purchase.

• If the event takes place as advertised, refunds are at the organiser's discretion in line with the published terms for that event.
• If the event is cancelled by the organiser, you are entitled to a full refund of the ticket face value. Booking fees are refunded where the cancellation is the organiser's fault.
• If the event is materially altered (date, venue, headline performer) you may be entitled to a refund under the Consumer Rights Act 2015. Contact the organiser first; if unresolved, contact us.

TRM Flex acts as a limited payment agent for ticket sales and will assist in good faith with any refund dispute.

6. Service fee and platform fees

Where TRM Flex charges a Service Fee on transactions processed through the platform (for example a percentage of ticket sales or supplier invoices), that fee is non-refundable once the transaction has been processed, except where the underlying transaction is reversed in full due to our error or a successful chargeback.

7. Faulty or non-conforming digital service

Under the Consumer Rights Act 2015 ss.33–47, digital services must be:

• of satisfactory quality;
• fit for any particular purpose made known to us; and
• as described.

If a paid digital service is not of satisfactory quality, you may be entitled to a repair, a replacement, a price reduction or a refund. Report the issue to hello@trmflex.com with reasonable detail of the fault. We aim to acknowledge within 1 business day and resolve within 10 business days.

8. How refunds are paid

• Refunds are made to the original payment method.
• Card refunds typically appear within 5–10 business days, subject to the issuing bank.
• We do not refund to alternative cards, accounts or third parties.
• For BACS or invoice payments, refunds are paid by BACS within 14 days of agreement.

9. Chargebacks

If you believe a charge is incorrect, please contact us first. Raising a chargeback without first contacting us may delay resolution. We reserve the right to suspend access pending resolution of a disputed chargeback that we believe is unfounded.

10. Complaints and escalation

If we cannot resolve a refund matter to your satisfaction, you may escalate via our Complaints & Disputes process. Consumers may also be able to use Alternative Dispute Resolution and, in business-to-business disputes, the Small Business Commissioner (smallbusinesscommissioner.gov.uk) where eligibility criteria are met.

11. Contact

Refund queries: hello@trmflex.com.

12. Changes to this policy

We may update this Policy. The “Last updated” date at the top of this page reflects the most recent change. Material changes will be notified to active subscribers by email at least 30 days in advance.