Effective 24 September 2026. This page is part of our Terms of Service. Nothing on it affects your legal rights.
1. Who to ask
- A Cartland plan or Credit pack: Plans and Credit packs are billed through Apple or Google, so refunds go through the App Store or Google Play. See section 3.
- Something you bought from a store: the store handles returns and refunds, because you bought it from them and paid them directly. See section 4.
- Not sure, or something's gone wrong with Cartland itself: email info@cartland.io and we'll help.
2. Cancelling a plan
Paid plans renew every month until you cancel. You can cancel at any time:
- In Cartland: open the plan picker, go to your current plan, tap "Manage subscription" and follow the steps to cancel. You finish in your App Store or Google Play subscriptions.
- On iPhone: Settings → your name → Subscriptions → Cartland → Cancel Subscription.
- On Android: Google Play → your profile icon → Payments & subscriptions → Subscriptions → Cartland → Cancel subscription.
To avoid being charged for the next month, cancel before your plan renews. Apple asks for at least 24 hours' notice. You keep your plan until the end of the period you've paid for, then move to the free plan. Credits you bought stay in your account.
Deleting your Cartland account doesn't cancel your subscription. Apple or Google will keep charging you until you cancel it with them, so cancel first.
If you subscribed on the web with a card before plans moved to the app stores, that subscription is billed through Stripe. Email us and we'll cancel it for you.
3. Refunds for plans and Credits
When you buy a plan or Credits in the app, Apple or Google take the payment, so they decide refund requests under their own policies. Cartland can't issue refunds for App Store purchases through Apple. If we owe you money under our Terms of Service and Apple or Google can't refund it, we'll pay you directly.
Bought on iPhone (App Store)
Request a refund at reportaproblem.apple.com, signing in with your Apple Account, or from your purchase receipt email from Apple. Apple's terms for UK customers give you a right to cancel many purchases within 14 days of receiving your receipt, with some exceptions (for example, subscription renewals). Apple's terms have the details.
Bought on Android (Google Play)
Within 48 hours of buying, you can request a refund from Google Play: open your order history at play.google.com/store/account/orderhistory, choose the purchase and select "Request a refund". After 48 hours, email us with your Google Play order number (it starts with GPA) and we'll look at your request. Google allows us to refund purchases in some cases.
What happens to your Credits
If a Credit pack is refunded, we remove those Credits from your balance. If you've already used some of them, your balance won't go below zero. If a subscription is refunded or revoked, your account moves to the free plan.
Your legal rights
If Cartland doesn't work as described, isn't of satisfactory quality, or isn't provided with reasonable care and skill, you have rights under the Consumer Rights Act 2015, such as getting the problem fixed or getting some or all of your money back. Email us and we'll put it right, working with Apple or Google on any refund.
4. Things you bought from stores
Cartland doesn't sell the products you save or buy, and we don't take payment for them. When you buy something, you buy it from the store and pay the store, so the store handles returns, refunds and faulty goods under its policies and the law.
How to return something
- Find the order confirmation the store emailed you. Order History in Cartland keeps your order number too, if you added it.
- Follow the store's returns process, usually in their "My orders" or "Returns" pages.
- The store refunds you, usually to the payment method you used.
Cartland's return-by reminder is there to help, but it's only a guide. The store's own policy decides the deadline.
Your rights when you buy online in the UK
- Changing your mind: for most goods bought online, you can cancel within 14 days of receiving them without giving a reason, then return them. Some items are excluded, such as personalised or perishable goods and unsealed hygiene products (Consumer Contracts Regulations 2013).
- Faulty goods: goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you're usually entitled to a full refund within 30 days of delivery, and after that to a repair or replacement, or a refund if that doesn't work (Consumer Rights Act 2015).
- Paying by credit card: if an item cost more than £100 and up to £30,000, your card provider may also be responsible if something goes wrong (section 75 of the Consumer Credit Act 1974). For other card payments, your bank may be able to help with a chargeback.
These rights are against the store you bought from. Stores outside the UK may be covered by different laws.
5. AI Checkout orders
With AI Checkout, Cartland sets up your basket and delivery options with the store, but you finish and pay on the store's own checkout. So refunds, returns and payment disputes for those orders are handled by the store, as in section 4.
Cartland doesn't take payment for store orders, including through our payment provider Stripe. If you think an order went wrong because of something Cartland did, for example sending the wrong details to the store, email us with the store and order number and we'll help put it right.
6. If something's wrong with Cartland
If a feature isn't working, you were charged unexpectedly, or you think we've made a mistake, email info@cartland.io. Tell us what happened, the email address on your account and, for purchases, your Apple or Google order number. Our Terms of Service explain how we handle complaints.
7. Contact us
Cartland Technologies Ltd, 12 Stonor Road, London, England, W14 8RZ.
Email: info@cartland.io