Returns & refunds

What this page covers

The full nutrient data on Food Info is, and always will be, free. This page only applies if you've subscribed to a paid plan (Plus, Pro or Practitioner) or bought a one-off AI credit pack. Refunds are processed by our payment provider Stripe.

14-day cooling-off right

If you're a consumer in the UK or EU, you have a 14-day right to cancel a digital subscription contract without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK or the equivalent national implementation of the EU Consumer Rights Directive (2011/83/EU) in your country. The 14 days run from the day after the contract starts.

Subscriptions and AI credit packs are digital services that start the moment you complete checkout. The Stripe checkout page asks you to expressly consent to that immediate supply (via the "Terms of service" checkbox you tick before paying), and you acknowledge that doing so means you lose the statutory cooling-off right once the service has started, that's how the Regulations / Directive treat digital content delivered with consent. We still offer a voluntary 14-day refund as set out below.

Our voluntary 14-day refund

If you change your mind within 14 days of your first paid subscription period starting and you haven't substantially used the paid features, email us via the contact form (pick "Refund" as the topic) and we'll issue a full refund. Substantial use for this purpose means any of the following: generating more than three AI meal plans; downloading any Practitioner client PDF; activating a white-label widget on any domain; or using the developer API. It does not include browsing the free nutrient data, logging diary entries, or setting up a profile.

The voluntary 14-day window does not apply to: renewals after the first paid period; AI credit packs that have already been spent; or accounts whose Terms have been violated. It does always apply to your first paid period as a new customer.

Cancelling at any time

You can cancel a subscription at any time from the Stripe-hosted Customer Portal (link from your plan page when signed in). Cancellation is immediate from a billing perspective, you won't be charged again, and you keep your paid features until the end of the period you've already paid for. We don't issue partial refunds for the unused portion of a period; that's standard for monthly / annual subscriptions.

AI credit packs

Credit packs are one-off purchases that top up your AI balance. Unused balance carries across billing periods and never expires. If you bought a credit pack by mistake and haven't spent any of it, email us within 14 days and we'll refund the full purchase. Once any of the credit has been spent we can only refund the unspent portion at our discretion.

Faulty service

If a paid feature didn't deliver what we advertised, for example an AI meal plan that failed to generate and was charged anyway, or a Practitioner client PDF that wouldn't download, email us with details and we'll refund the affected period or credit. Your statutory rights to a refund where a service was not provided with reasonable care and skill (UK Consumer Rights Act 2015) are not affected by this policy.

How to request a refund

1. Open the contact form and pick Refund as the topic.
2. Include the email address you used to sign up so we can find your subscription.
3. Tell us briefly what you'd like refunded (whole period, specific credit pack, etc.).

Refunds are issued to the original payment method via Stripe. Bank settlement typically takes 5-10 working days from when we process the refund. We aim to action refund requests within two working days.

Chargebacks

If you believe a charge is wrong, please contact us first, we can almost always resolve it faster than a card chargeback. Raising a chargeback without contacting us will lead to your account being suspended for the duration of the dispute, and may result in suspension of your access to Food Info if Stripe's investigation finds the chargeback unjustified.

Other companies' transactions

If you've reached this page after a payment to a different company with a similar name, we are not the operator of that service. Contact your bank or the operator of the site directly. DCPNET LTD only takes payments through the Food Info checkout pages at food-info.org.