Refunds
Your lifetime code is delivered instantly by email. To keep things fair — a code can’t be “returned” once you’ve seen it — orders are final once the code is delivered. If something hasn’t arrived or isn’t working as it should, we’re here to help and put it right quickly. This page explains how, and your UK statutory rights are always protected.
Last updated: 8 September 2026 · Effective: 8 September 2026 · Contact: support@calibreat.co.uk
Quick help — the 3 most common cases
If one of these is you, you don’t need to read the rest — just follow the card:
Haven’t received your code?
The MoR usually emails within seconds. Check spam, the spelling of your email, and the MoR customer portal.
Still nothing after 30 minutes? Email us with proof of purchase — a screenshot showing the transaction / order ID, last 4 digits, date/amount & buyer email — and we’ll confirm via the transaction ID and re-send within 2 business days.
Details ↓Entered the wrong email?
No worries — we can fix it. A code can’t be refunded just because it went to the address you typed, but we’ll re-issue it.
Please email support@calibreat.co.uk with proof of purchase (screenshot with transaction / order ID clearly visible). Once verified, we’ll send your code to the correct verified email straight away.
Email support →Bought twice by mistake?
Double-click / refresh happens — the duplicate is refundable if it hasn’t been used.
Email us within 14 days with both order references and tell us which code to keep. We’ll verify the duplicate hasn’t been activated, then refund and revoke the spare.
See policy ↓How refunds work
We want to keep this simple and fair for everyone:
🚫 Not refundable after delivery
- Change of mind — even if you haven’t activated the code yet, delivery counts as supply.
- Device preferences (e.g. prefer Play Store over sideload) where the app works as described on Android 8+ or iOS 15+.
- Diet results — calorie estimates vary per person; this isn’t a fault.
- Lost the email? We’ll happily re-send — just ask.
✅ We’ll put it right when
- Your code was never delivered and we can’t supply it.
- Something is faulty, misdescribed or incompatible despite following our steps.
- We missed required checkout information / confirmation.
- You were charged twice by mistake (duplicate above).
In the right-hand cases we’ll first try the quickest fix that gets you going. If that isn’t possible or would cause significant inconvenience, we’ll arrange a refund — including a full refund where that’s the appropriate remedy.
When we’ll put things right — in detail
If something hasn’t been delivered as promised or isn’t working as described, you’re covered:
| Situation | What happens |
|---|---|
| We didn’t provide required checkout information or confirmation, or you never gave the consent + acknowledgement | You do not pay for supply in the cancellation period — full refund. |
| Code never supplied / not made available | We supply promptly; if we can’t within a reasonable time, we refund. |
| Not of satisfactory quality, not fit for purpose you told us about, or not as described | Repair or replacement first (new code, fix, or access) — if not possible or not done promptly without significant inconvenience, price reduction up to 100%. |
| We had no right to supply it | Refund — please don’t use the code. |
| Duplicate purchase (paid twice by mistake) | One code refunded and revoked — see Quick help above. |
If something’s faulty or not as described
Your statutory rights are always protected. Here’s what counts and how we resolve it:
- What counts as faulty? For example: the code never unlocks on any device that meets our published requirements despite correct entry and our steps, or the unlocked app materially lacks the features described at sale (food diary, water & weight, barcode scan) due to our fault. What doesn’t count: Open Food Facts / device / network behaviour outside our control, or a misunderstanding of what a calorie estimate is (see Not medical advice).
- We’ll fix it first — a replacement code, a fix, or alternative access, within a reasonable time and without significant inconvenience to you.
- If we can’t fix it promptly, you’re entitled to a price reduction — which can be the full price if the content is essentially not usable for you.
What happens to your code after a refund
Every refunded or charged-back code is revoked via webhook. The license service stores codes hashed (SHA-256) and marks the binding revoked = true. Afterwards POST /v1/activate and /v1/validate with that code fail and the app re-locks on next online check.
- We keep the hashed code and the revocation record for fraud prevention — we never keep your card details (the MoR does).
- Refunded the wrong duplicate by mistake? Email us and we’ll re-issue a fresh code free of charge.
- Chargebacks: if you ask your bank to reverse the charge, please let us know too — the MoR will notify our license service and the code will be deactivated as above. A chargeback and a refund cover the same order, so they don’t stack. If a code was delivered and used, the MoR may provide delivery and consent evidence when reviewing the dispute.
How to get in touch
We aim to make this painless. Email support@calibreat.co.uk:
- Subject: Help with my order — [order reference]
- Your buyer email, order reference / receipt, and date of purchase
- A short note on what happened — and if it’s technical, your device/OS, app version, and any screenshots or screen recordings. A screenshot of your receipt with the transaction / order ID helps us verify fastest.
We reply within 2 business days and aim to fix or agree next steps within 14 days. If a refund is the right remedy, it goes via the MoR (seller of record) to your original payment method within 14 days of us agreeing it — please allow a few extra days for it to appear. If we don’t think a legal ground applies, we’ll explain why in writing and let you know about ADR (see Terms §17) and your right to go to court. You can also contact the Citizens Advice Consumer Service (03454 04 05 06) — we treat every genuine enquiry with respect.
Refunds follow UK law for digital content, including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. Your statutory rights are always preserved. Questions: support@calibreat.co.uk.