Version: 2026-08-21 v1.0
Governing law: England and Wales
This policy forms part of the Momentum Master Platform Terms. Where they conflict, the Master Terms prevail.
Subscription Fees are charged for a defined period. Once a period has begun, the Fee for that period is not refundable, whether or not the Services are used during it.
Cancellation takes effect at the end of the current paid period. The Services remain fully available until then, and no further Fee is charged.
Where a customer is acting as a consumer, this reflects section 36 of the Consumer Rights Act 2015: by requesting immediate supply of a digital service, the customer accepts that supply begins before the cancellation period expires.
A setup or activation fee covers provisioning work — tenant creation, configuration, data migration, sector pack setup and onboarding.
Momentum will confirm in writing when provisioning is about to begin, so the point at which the fee becomes non-refundable is clear in advance rather than discovered afterwards.
Where the customer is a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day right to cancel a distance contract.
That right is lost once supply of the digital service has begun with the customer's express consent and acknowledgement that the right will be lost. Where a customer asks Momentum to start provisioning within the 14-day window, that consent is requested and recorded at the point of purchase.
Most business customers contract as a business rather than a consumer, in which case this statutory right does not apply. It is set out here so the position is clear either way.
Momentum may issue a refund at its discretion in circumstances where none is required — for example a genuine duplicate charge, a billing error, or a material failure on Momentum's part.
A goodwill refund does not create a precedent and does not entitle any customer, including the same customer, to a further discretionary refund on another occasion.
If a customer believes a charge is incorrect, Momentum asks that it be raised at billing@momentumdigital.app first. Most billing questions are resolved quickly and directly.
Raising a chargeback without first attempting resolution, in respect of Services that were delivered, may result in suspension of the account pending resolution, and recovery of the disputed amount together with any fee charged to Momentum by the payment provider.
This does not affect a customer's right to dispute a charge that is genuinely unauthorised or incorrect.
Write to billing@momentumdigital.app from the account's registered contact address, stating the account name, the charge concerned and the reason. Momentum aims to respond within five working days.
Nothing in this policy excludes or limits any right that cannot lawfully be excluded, including a consumer's statutory rights in respect of digital content and services that are not of satisfactory quality, not fit for purpose, or not as described.
Momentum Digital Labs Ltd · 71–75 Shelton Street, London WC2H 9JQ, United Kingdom · legal@momentumdigital.app