Refund & Cancellation Policy

Last updated: 2 November 2026

This policy explains how to cancel and when you can get a refund for purchases made on FateNex (https://fatenex.com), operated by COMNEX LTD (company no. 17540341, England & Wales). Nothing in this policy affects your statutory rights as a consumer. Web purchases are currently available only to customers in the United Kingdom and the United States.

1. Summary

2. How to cancel a membership

• Online (recommended): sign in → Account → Membership → Manage subscription → Cancel. This opens our secure billing portal provided by Stripe. Cancelling takes a few clicks and does not require contacting us.
• By email: write to support@fatenex.com from your account email with "Cancel subscription" in the subject. We will confirm by email.
• Cancellation stops future renewals. You keep access to paid features until the end of the period you have already paid for. Deleting your account also cancels any active membership.
• Membership purchased through the Apple App Store or Google Play must be cancelled in that store.

3. Your 14-day cancellation right (memberships)

If you are a consumer, you may cancel a new membership (auto-renewing or fixed-term) within 14 days of the day you bought it, without giving a reason.

• Because you asked us to give you access to paid features immediately, if you cancel within those 14 days:
  • if you have not used any paid feature, we refund the full amount;
  • if you have used paid features, we refund the amount paid minus a proportionate amount for the days of access you had before you told us you were cancelling.
• To exercise this right, use the cancel button and email us "I cancel my membership under the 14-day right", or simply email us. You can also use the model cancellation form at the end of this policy (optional).

4. Renewals

• Monthly memberships renew every month and yearly memberships every year, at the price you subscribed at, until you cancel. We will notify you in advance of any price change and you can cancel before it applies. Fixed-term memberships do not renew.
• Yearly renewals: if your yearly membership renews and you contact us within 14 days of the renewal charge, we will refund it in full if you have not used paid features since the renewal, or pro-rata otherwise.
• Monthly renewals are not refunded except under s.7, but you can cancel any time to stop the next one.

5. Question packs

Question credits are digital content supplied to your account immediately at your request. If you have not used any of the questions in a pack, you may request a full refund within 14 days of purchase. Once a question from the pack has been used, the pack is not refundable (unless s.7 applies).

6. Digital reports (where available)

Digital reports are not currently sold on the website. Where a report is offered, each report is generated for your personal birth data immediately after payment, at your express request. Before paying, you are asked to confirm that you want the report supplied immediately and that you understand that you will lose your right to cancel once supply begins. Therefore reports are not refundable once generation has started, except where the report is faulty:

• it fails to generate or is not delivered to your account within 24 hours;
• it is incomplete, unreadable or corrupted;
• it does not match the product description (for example, the wrong report type), or was generated with data different from what you entered due to our error.

If a report is faulty, we will first regenerate or fix it free of charge; if we cannot do so within a reasonable time, we will refund you in full (or partly, where appropriate). Disagreement with the content of an interpretation is not a fault — interpretations are symbolic and for entertainment and self-reflection only.

7. Charges we always refund

We refund in full: duplicate charges for the same item; charges for a purchase that was not delivered because of a technical error on our side; charges made after a cancellation that we failed to process; and charges you did not authorise (please also contact your card issuer).

8. How to request a refund

1. Email support@fatenex.com from your account email, with the subject "Refund request".
2. Include: the date and amount of the charge, the receipt or invoice number (from your Stripe receipt email), the product, and the reason.
3. Time limits: within 14 days of the charge for s.3–s.5; within 30 days of the charge for s.7 and for faulty reports (s.6). These limits do not reduce your statutory rights.
4. We reply within 2 business days. Approved refunds are made to the original payment method within 14 days of approval, in US dollars. Your bank may take 5–10 business days to show it, and any currency conversion by your bank is outside our control.

Please contact us before raising a dispute (chargeback) with your bank; we can usually resolve problems faster directly.

9. Model cancellation form (optional)

To COMNEX LTD, 128 City Road, London, EC1V 2NX, United Kingdom, support@fatenex.com:

I hereby give notice that I cancel my contract for the following service/digital content: ______

Ordered on: ______ · Name: ______ · Account email: ______ · Date: ______