Refund policy

1. About us

Simple Sustenance is owned and operated by NK Digital Limited (“Simple Sustenance”, “we”, “our” or “us”).

Where subscriptions are purchased directly through our website, payments are securely processed by Stripe.

Subscriptions purchased through the Apple App Store or Google Play are processed by the relevant app store, and those platforms administer payments in accordance with their own policies.

2. Our approach to refunds

We aim to be fair, transparent and consistent when considering refund requests.

Because Simple Sustenance provides immediate access to digital subscription services, refunds are not automatically available once access to premium features has begun.

However, we recognise that circumstances vary, and we will always consider requests fairly and in accordance with:

• applicable consumer protection laws;
• the platform through which your purchase was made;
• the circumstances surrounding your request.

Where a refund cannot be issued by us, we will explain why and, where appropriate, direct you to the correct payment provider.

3. How your purchase affects refunds

The organisation responsible for processing your payment also determines who is able to issue a refund.

Your refund rights therefore depend on where your subscription was purchased.

Subscriptions may be purchased through:

• the Simple Sustenance website;
• Apple App Store;
• Google Play.

Each platform has different billing procedures, payment systems and refund processes.

4. Website subscriptions

Subscriptions purchased directly through the Simple Sustenance website are processed securely using Stripe.

Where you purchased directly from us, refund requests should be submitted to our support team.

Refunds may be available where:

• you were charged in error;
• duplicate payments were processed;
• a technical issue prevented access to paid features;
• consumer protection legislation requires a refund;
• we determine that exceptional circumstances apply.

Each request is assessed individually.

Submitting a refund request does not guarantee that a refund will be issued.

5. Apple App Store subscriptions

If your subscription was purchased through Apple’s App Store, your payment agreement is with Apple.

Apple manages:

• billing;
• subscription renewals;
• payment methods;
• refunds.

As a result, NK Digital Limited is generally unable to issue refunds for App Store purchases.

If you believe you are entitled to a refund, you should submit your request directly through Apple’s official refund process.

Any refund issued will be subject to Apple’s own terms, policies and eligibility criteria.

6. Google Play subscriptions

Subscriptions purchased through Google Play are processed by Google.

Google is responsible for:

• collecting payment;
• subscription renewals;
• payment processing;
• refund decisions for purchases made through Google Play.

If you require a refund for a Google Play purchase, you should contact Google using its official refund process.

Refund eligibility is determined in accordance with Google’s own policies.

7. Free trials

From time to time, Simple Sustenance may offer free trials or promotional subscription periods.

Unless otherwise stated:

• free trials provide temporary access to eligible premium features;
• no payment is normally required until the trial ends;
• subscriptions automatically renew into a paid plan unless cancelled before the trial expires.

Because no payment has been taken during a genuine free trial, there is generally nothing to refund if you cancel before the trial converts into a paid subscription.

If your subscription renews after the trial because it was not cancelled in time, any refund request will be considered under the rules that apply to the platform through which the subscription was purchased.

8. Automatic renewals

Subscriptions automatically renew unless cancelled before the end of the current billing period.

You are responsible for managing your subscription and cancelling renewal if you no longer wish to continue.

Failure to cancel before renewal does not automatically entitle you to a refund.

However, we will consider individual circumstances where required by applicable law or where exceptional circumstances exist.

9. Circumstances where refunds may be considered

Although refunds are not guaranteed, we may consider issuing a refund for website subscriptions in situations including:

• accidental duplicate purchases;
• billing errors;
• confirmed technical faults that prevented access to the Service for a significant period;
• unauthorised payments that have been verified;
• other exceptional circumstances where we determine that a refund is fair and appropriate.

Each request is assessed on its own facts.

Our decision will take into account the evidence available and any applicable legal obligations.

10. Circumstances where refunds are unlikely

Refund requests are unlikely to be approved where:

• you simply changed your mind after using the Service;
• you forgot to cancel before automatic renewal;
• you no longer wish to use the Service after receiving access;
• you did not use your subscription during the billing period;
• your device does not meet the published technical requirements;
• dissatisfaction relates to personal taste rather than a fault with the Service.

This section does not affect any statutory rights that cannot lawfully be excluded.

11. How to request a refund

If you believe you are entitled to a refund for a subscription purchased directly through the Simple Sustenance website, please contact our support team as soon as possible.

To help us investigate your request, please include:

• your full name;
• the email address associated with your account;
• the date of purchase;
• the amount charged;
• a description of the issue;
• any relevant screenshots or supporting information.

Providing complete information helps us process your request more quickly.

If your subscription was purchased through the Apple App Store or Google Play, you should submit your request directly to the relevant app store, as we are generally unable to process those refunds.

12. Refund review process

Each refund request is reviewed individually.

When assessing a request, we may consider factors including:

• where the subscription was purchased;
• whether a billing error occurred;
• whether there was a verified technical issue;
• whether premium features were accessed;
• the timing of the request;
• applicable consumer protection legislation.

We may contact you if additional information is required before a decision can be made.

Where appropriate, we will explain the reasons for our decision.

13. Refund processing times

If a refund is approved for a website subscription, we will aim to process it promptly.

Once processed, the time taken for the funds to appear in your account depends on your payment provider or financial institution.

Processing times may vary depending on:

• your bank;
• your card issuer;
• your payment method;
• your country of residence.

We are not responsible for delays caused by payment providers after a refund has been issued.

14. Chargebacks and payment disputes

If you believe a payment has been taken in error, we encourage you to contact us before initiating a chargeback through your bank or card provider.

Many billing issues can be resolved quickly without the need for formal payment disputes.

Where a chargeback is initiated:

• we may temporarily suspend the associated subscription while the dispute is investigated;
• we may provide relevant information to the payment provider to assist in resolving the dispute;
• any successful chargeback may result in the cancellation of access to premium features where appropriate.

Nothing in this section affects your legal right to dispute unauthorised or fraudulent transactions through your payment provider.

15. Fraud prevention

To protect our users and the integrity of our payment systems, we may investigate refund requests where we reasonably suspect:

• fraudulent activity;
• misuse of promotional offers;
• repeated abuse of the refund process;
• unauthorised payment methods;
• account misuse.

Where fraud is confirmed or reasonably suspected, we reserve the right to:

• refuse a refund where legally permitted;
• suspend or terminate the relevant account;
• restrict future promotional eligibility;
• report unlawful activity to the appropriate authorities where required.

Any action taken will be proportionate and in accordance with applicable law.

16. Subscription cancellation

Cancelling a subscription is different from requesting a refund.

Cancellation stops future renewal payments but does not normally entitle you to a refund for the current billing period.

Subscriptions should be cancelled using the platform through which they were purchased:

• Website subscriptions – through your Simple Sustenance account or by contacting support.
• Apple App Store subscriptions – through your Apple ID subscription settings.
• Google Play subscriptions – through your Google account subscription settings.

Deleting your Simple Sustenance account does not automatically cancel your subscription.

17. Your consumer rights

Nothing in this Refund Policy excludes, limits or replaces any rights that cannot lawfully be excluded under applicable consumer protection legislation.

If you are entitled to a refund under mandatory consumer protection laws, those rights will apply regardless of anything else stated in this Policy.

If any provision of this Policy conflicts with applicable law, the relevant legal requirements will prevail.

18. Contact us

If you have any questions about this Refund Policy or wish to discuss a refund request, please contact us.

General support

Email: support@simple-sustenance.com

Billing enquiries

Email: billing@simple-sustenance.com

Privacy enquiries

Email: privacy@simple-sustenance.com

Website: https://simple-sustenance.com

Simple Sustenance
Owned and operated by NK Digital Limited
United Kingdom

19. Complaints

If you are dissatisfied with the outcome of a refund request, we encourage you to contact us first so that we have the opportunity to review the matter.

We are committed to handling complaints fairly, consistently and promptly.

If a resolution cannot be reached, you may have additional rights under applicable consumer protection legislation or through the payment platform used for your purchase.

Nothing in this Policy affects those rights.

20. Related policies

This Refund Policy should be read together with our:

• Terms and Conditions;
• Privacy Policy;
• Cookie Policy;
• Account Deletion Policy; and
• Acceptable Use Policy.

Together, these documents explain how subscriptions, payments, refunds and personal information are managed throughout your use of the Simple Sustenance Service.

21. Interpretation

For the purposes of this Policy:

• Refund means the repayment of all or part of a subscription fee where approved by NK Digital Limited or the relevant payment platform.
• Subscription means any paid plan providing access to premium features within the Service.
• Service means the Simple Sustenance website, mobile applications and associated services operated by NK Digital Limited.
• Website means the official Simple Sustenance website and any associated domains operated by NK Digital Limited.

Headings are included for convenience only and do not affect the interpretation of this Policy.

22. Final provisions

If any provision of this Refund Policy is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

This Policy is governed by the laws of England and Wales, except where mandatory consumer protection legislation provides otherwise.

We may update this Refund Policy from time to time to reflect changes to our services, payment providers, legal obligations or operational practices.

The latest version will always be published on our website and, where appropriate, within the Simple Sustenance app.