Refund & Cancellation Policy
Your legal cancellation rights, and our own fair-refund promise — which goes further than the law requires.
With our lawyers
This document is with our lawyers for final review. Still to be confirmed: the effective date.
The legal pages are published as one set, so every page carries this notice until the last detail is confirmed. Anything this page quotes that is still outstanding is marked below.
If you need any of it now, email hello@mosaikin.app and we will tell you.
This policy forms part of the Host Terms. It sets out your legal cancellation rights and our own fair-refund promise, which goes further. Nothing here reduces your statutory rights — if our service is faulty or not as described, your remedies under the Consumer Rights Act 2015 apply regardless of anything below.
1. Our fair-refund promise
If your event gallery went unused, we’ll refund you in full — no questions asked.
“Unused” means no guest content was contributed to the event (fewer than ten guest uploads, to allow for your own test photos). Ask within 14 days of the event date by emailing hello@mosaikin.app from your account address.
If something went wrong at your event because of a fault on our side — the gallery was unavailable, uploads failed — tell us; a partial or full refund or re-run credit will be agreed based on what actually happened, not a form.
2. Your 14-day cooling-off right
When you buy a plan online you have a statutory right to cancel within 14 days of purchase without giving a reason (Consumer Contracts Regulations 2013), unless you have waived it as described below.
Immediate access and what it means. Event plans activate immediately so you can start setting up. At checkout we therefore ask you to:
- expressly request that we begin supplying the service (and any digital content) within the cancellation period; and
- acknowledge that once the supply of digital content has begun, you lose the right to cancel in respect of that digital content, and that if you cancel a service mid-period you will pay for the proportion supplied.
Both statements are repeated in your order confirmation email (your durable copy of the contract).
In practice, our promise in section 1 is more generous than the statutory position — an unused gallery is refunded in full even after 14 days.
3. How to cancel
Email hello@mosaikin.app from your account email, or use the model cancellation form below. We refund to the original payment method within 14 days of agreeing the refund.
Model cancellation form (Consumer Contracts Regulations 2013, Schedule 3)
To Strict Mode Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, hello@mosaikin.app: I hereby give notice that I cancel my contract for the supply of the following service: [plan / event], ordered on [date] by [name, address]. Signed / dated.
4. What we don’t refund
- Events with substantial guest participation, after the event has happened — the service has been consumed. (The fault route in section 1 still applies.)
- Physical keepsake products once production has begun, except where faulty or not as described (statutory rights apply in full).
- Nothing in this section overrides section 1’s fault route or your statutory rights.
5. Our right to cancel
If we terminate your account for a serious breach of the Acceptable Use Policy, refunds are at our reasonable discretion, except any accrued statutory rights. If we withdraw the service or cannot deliver your event, you get a full refund for anything undelivered.