CANCELLATION AND REFUND POLICY

Clarity Cover Ltd (trading as Olive) operates a flexible, monthly rolling membership. This policy explains your rights to cancel, the notice periods required, and the conditions regarding refunds.

1. The Statutory Cooling-Off Period (14 Days)

1.1 You have a legal right to cancel your membership within 14 days of your initial sign-up date ("Cooling-Off Period").

1.2 If you have not used any member benefits (including the AI Assistant, trade network consultations, or booking a Health Check), you will receive a full refund of your first monthly payment.

1.3 If you request and receive a service (such as an emergency call-out) during this 14-day window, you waive your right to a full refund. We reserve the right to deduct a pro-rata amount or a standard service fee from any refund issued.

2. Monthly Rolling Cancellation & Notice

2.1 Your membership is a monthly rolling agreement that automatically renews on your billing anniversary.

2.2 30-Day Notice Period: You may cancel your membership at any time; however, all cancellations are subject to a 30-day notice period.

2.3 Any monthly subscription payment scheduled to occur within 30 days of your cancellation request will be processed as the final payment.

2.4 You will continue to have full access to your membership benefits (AI Assistant, Vetted Trade Network, and any remaining Fund) until the end of your 30-day notice period.

3. "Fair Usage" & Repair Recovery Fee

3.1 To protect the integrity of the Discretionary Maintenance Fund for all members, a Fair Usage rule applies to all cancellations.

3.2 The Recovery Clause: If Olive has provided a repair or replacement service (utilising the Maintenance Fund) valued in excess of £150, and you choose to cancel your membership within 6 months of that service being completed, a Repair Recovery Fee will apply.

3.3 Fee Calculation: The Repair Recovery Fee is calculated as the total cost of the parts and labour provided by Olive, minus the sum of the monthly subscription fees you have paid during that 6-month period.

3.4 This fee ensures that the maintenance fund is used for genuine ongoing home care rather than one-off subsidised repairs.

4. Refund Eligibility

4.1 Monthly Fees: Beyond the initial 14-day Cooling-Off Period, monthly subscription fees are non-refundable.

4.2 Unused Funds: The Discretionary Maintenance Fund is a service credit provided as a member benefit. It has no cash value. Upon the effective date of your cancellation, any unused portion of the fund is forfeited and cannot be refunded or withdrawn.

4.3 Annual Health Checks: If you cancel your membership before your 6th month of continuous subscription, you will not be eligible for a refund or pro-rata credit regarding the Annual Appliance Health Check.

5. How to Process Your Cancellation

To cancel your membership, please use one of the following official channels:

• The Olive App: Navigate to 'cancel plan button' > 'Subscription' > 'Cancel Membership'.

• Email: Contact our support team at support@clarity-cover.co.uk with the subject line "Cancellation Request".

• Postal Mail: Send your request to Clarity Cover Ltd, First Floor, 4 Yelverton Road, Bournemouth, Dorset, BH1 1DF

6. Termination by Olive

6.1 We reserve the right to terminate your membership with immediate effect if:

• Your monthly payment fails and is not rectified within 7 days.

• You provide inaccurate information regarding the age or condition of your appliances.

• You attempt to use the Discretionary Maintenance Fund for fraudulent purposes.