Refund & Cancellation Policy

Effective date: May 1, 2026
Last updated: May 1, 2026

This policy describes how subscription cancellations and refunds work at Nook, the service operated by Zentaro Systems Ltd ("Nook", "we", "us"). It applies to all paid subscriptions and the Pay-per-result option. It is part of our Terms of Service.

This policy is written to comply with:

• The UK Consumer Rights Act 2015
• The UK Consumer Contracts Regulations 2013
• The EU Consumer Rights Directive (2011/83/EU)
• Other applicable consumer protection law

The short version:

• 14-day cooling-off: new subscribers get 14 days to cancel for a full refund, no questions asked
• Monthly subscriptions: cancel anytime — cancellation takes effect at the end of the current billing period
• Annual subscriptions: cancel anytime — prorated refund for unused months
• Pay-per-result: payment is only due after a confirmed successful move-in
• Free tier: no payment, no refund needed
• Trial subscriptions: automatic cancellation, no charge if you cancel before trial ends

If you are a consumer (not a business) in the EU or UK, you have 14 calendar days from the date of your initial subscription to cancel and receive a full refund without giving a reason. This is your right under the EU Consumer Rights Directive and UK Consumer Contracts Regulations.

3.1 How to exercise

Simply email support@thenook.rent or use the cancel button in Settings → Billing. Include:

• Your registered email address
• Subscription you want to cancel
• (Optional) Reason for cancellation — helps us improve

We will respond and process the refund within 14 days of receiving your cancellation request.

3.2 Exception: substantial use during the cooling-off period

If, during the cooling-off period, you substantially use paid features of the Service, we may deduct a reasonable amount reflecting the value of the services already provided before cancellation, as permitted under applicable law.

We assess such situations reasonably and in good faith based on the nature and extent of the Service usage.

3.3 After 14 days

Standard subscription terms apply (see Section 3).

4.1 Monthly subscriptions

To cancel a monthly subscription:

• Go to Settings → Billing → Cancel subscription, or
• Email support@thenook.rent

What happens:

• Cancellation takes effect at the end of the current billing period
• You retain access to all features until that date
• No further charges will occur
• No partial refund for the current month (you used the service for it)

4.2 Annual subscriptions

To cancel an annual subscription mid-year:

• Go to Settings → Billing → Cancel subscription
• We will refund the unused portion: (remaining months / 12) × annual price

Refund is processed within 14 days to the original payment method.

4.3 Mid-cycle plan changes

You can change your plan at any time (Free ↔ Active ↔ Concierge):

Upgrades:

• New plan starts immediately
• You pay the prorated difference for the remainder of the current period

Downgrades:

• Current plan continues until end of billing period
• New plan starts at next billing date

Switching to Free:

• Treated as cancellation — takes effect at end of period

The Pay-per-result tier (£499 GBP / €499 EUR / $599 USD) is structured so that payment is generally due only after a successful move-in. You pay only when Nook helps you find a place you actually move into.

5.1 When payment is due

You are charged the applicable one-time fee (£499 / €499 / $599, in your selected billing currency) only when:

1. You successfully sign a tenancy agreement for a property discovered or processed through Nook (whether direct Nook listings, aggregated listings you applied to via the Service, or auto-apply submissions)
2. You move in to the property (confirmed by you in the Service)
3. Within 30 days of move-in

If these criteria are not met within 6 months of starting the search, you owe nothing. Your account reverts to Free tier.

5.2 What counts as a "successful move-in"

A successful move-in means:

• You signed a binding tenancy agreement (initial fixed-term ≥ 3 months)
• You moved into the property (or have a confirmed move-in date within 14 days)
• The property was discovered or your application was facilitated through Nook
• You confirm the move-in in the Service (Settings → Subscriptions → Confirm move-in)

5.3 What does NOT trigger payment

• Submitting applications that get declined
• Booking viewings that don't lead to tenancy
• Finding a property elsewhere, even if you also searched on Nook
• Short-term stays under 3 months
• Subletting arrangements
• Rejected by the landlord

5.4 If you decline to confirm

If our records show a likely move-in (e.g., you booked a viewing, marked an application accepted, then went inactive) but you don't confirm, we will contact you for verification.

If you decline payment in bad faith (i.e., the property was found through Nook but you say otherwise to avoid charge), this violates our Terms of Service and may result in account termination.

5.5 Refund for Pay-per-result

Once the Pay-per-result fee (£499 / €499 / $599) is charged for a confirmed move-in, refund is available only if:

• You did not actually move in (within 14 days of charge)
• The property turned out to be fraudulent / scam (we'll work with you to investigate)
• Other genuine error in charging

We are not obligated to refund if you simply change your mind or have buyer's remorse about the rental.

The Free tier has no payment. There is nothing to cancel or refund.

You can downgrade from a Paid Subscription to Free at any time. See Section 3.3.

We may offer trial periods (e.g., 7-day free trial of Concierge).

7.1 Trial terms

• Trial duration is clearly stated when you sign up
• Full payment authorization is required (Stripe card on file)
• You are not charged until the trial ends
• You may cancel anytime during the trial without charge

7.2 Trial conversion

If you do not cancel before the trial ends, you will be charged at the standard rate. You will receive a reminder email 3 days before trial end.

7.3 Trial refund

Charges made on trial-end conversion are subject to the 14-day cooling-off rule (Section 2). If you forget to cancel and are charged, contact us within 14 days for a refund.

8.1 Payment method

Refunds are issued to the original payment method (typically the credit card used for subscription).

8.2 Processing time

• Refunds are initiated within 14 days of your request
• Card refunds typically take 3-10 business days to appear on your statement
• For other payment methods (bank transfer), processing may take longer (up to 30 days)

8.3 If your card has expired or is no longer valid

We will attempt to refund to the original card. If declined, we will contact you for an alternative payment method (bank transfer to your account, etc.).

8.4 Refund of currency

Refunds are issued in the same currency you were originally charged in (GBP, EUR, or USD, depending on your selected billing currency at purchase).

If you used the currency toggle on our pricing pages to select a non-GBP currency at purchase, that is the currency you will be refunded in. Bank conversion rates and fees imposed by your card issuer are not Nook's responsibility and are not refundable by us.

Note on multi-currency billing: Until our full multi-currency settlement infrastructure is live (target Q4 2026), some charges may be processed in GBP with conversion at Stripe's standard exchange rate. In this case, the refund will match the original GBP charge amount. The "displayed" currency on our pricing page is the amount you'll see on your statement.

9.1 Before initiating a chargeback

Before disputing a charge with your bank, please contact support@thenook.rent. We can usually resolve issues quickly. Bank chargebacks add complexity for both sides.

9.2 If you initiate a chargeback

When a chargeback is filed:

• Your account may be temporarily restricted while we investigate
• We will provide evidence of the charge legitimacy to your bank
• If the chargeback is denied (your bank rules in our favor), your account is restored
• If the chargeback succeeds, your account is closed and you are unable to use the Service in the future

9.3 Wrongful chargebacks

Filing a chargeback for legitimate charges (in bad faith) violates our Terms of Service and may result in collection action.

10.1 Planned maintenance

We schedule maintenance to minimize disruption (usually during low-traffic hours). Maintenance lasting under 4 hours is not considered a service failure and does not entitle a refund.

10.2 Unplanned outages

If the Service is unavailable for more than 4 consecutive hours (excluding maintenance), we will:

• Communicate via status page and email
• Restore service as quickly as possible
• For prolonged outages affecting subscribers, we may apply a service credit to your next billing period

10.3 Major service failures

If we materially fail to deliver the Service you paid for (e.g., we shut down the Service entirely), all subscribers will receive prorated refunds for the unused portion of their subscriptions.

Nothing in this policy limits your statutory rights under:

• UK Consumer Rights Act 2015
• UK Consumer Contracts Regulations 2013
• EU Consumer Rights Directive
• Other applicable consumer law

If a provision in this policy conflicts with your statutory rights, your statutory rights prevail.

If you disagree with our handling of your cancellation or refund:

1. Contact support@thenook.rent to discuss
2. Escalate to legal@thenook.rent if unresolved
3. For UK consumers: contact the relevant consumer protection or dispute resolution authority
4. For EU consumers: use the EU Online Dispute Resolution Platform at https://ec.europa.eu/consumers/odr

13.1 Account closure by us

If we terminate your account for violation of Terms or Acceptable Use Policy, no refund is provided.

13.2 Account closure due to fraud

If your account is closed due to suspected fraud, refunds may be withheld pending investigation. We will work with you to resolve genuinely-mistaken issues.

13.3 Deceased account holder

If an account holder dies, their estate may close the account and request a refund of the unused subscription portion. Contact support@thenook.rent with proof of death and authority to act on the estate.

For cancellation, refund, or billing questions:

• Email: support@thenook.rent
• In-app: Settings → Billing → Help
• Subject line: "[Cancellation]" or "[Refund]" for fast routing

We aim to respond promptly during business days.

We may update this policy occasionally. Material changes affecting your refund or cancellation rights will be notified by email at least 30 days before they take effect.