Refund policy

This policy explains when Bednal Limited ("we", "us"), trading as Done City, refunds purchases made on Done City. It forms part of our Terms of service. If you are a consumer, nothing in it affects your statutory rights.

Our 30-day refund

If you ask within 30 days of paying, we refund a pass (Founding Pass, Mayor's Charter or Gift a Founder's Pass) or the first payment of a Founder's Pass plan bought on the web in full, with no questions asked. For a pass bought before launch, the 30 days run from the day you paid. Email support@donecity.app from the address on your account. A refund ends what it paid for: a refunded pass no longer gives access, a refunded gift's code is cancelled, and a plan whose first payment is refunded is cancelled.

Cancelling within 14 days

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 usually give you 14 days to cancel an online purchase without giving a reason. Our passes and plans are services, so the 14 days start the day after you buy a pass or start a plan (a free trial counts as the start). For a pass bought before launch they still start the day after you bought it. Our 30-day refund above covers this right and goes further.

To cancel, email support@donecity.app with your order reference, or, for a plan, use "Cancel for a refund" in Billing while it's shown. We refund you within 14 days of receiving your cancellation, to the card you paid with. If you asked for a paid plan to start straight away, cancelling in Billing within the 14 days refunds the part you haven't used; to get the whole first payment back, ask us for our 30-day refund instead.

Subscriptions

You can cancel a Founder's Pass plan at any time in Billing; it stays active until the end of the period you have paid for. You can turn off a Founding Pass's renewal on your founder page or, after launch, in Billing. We email you 14 days before each annual renewal. Apart from our 30-day refund of a first payment and your 14-day right to cancel, we don't refund the rest of a period that has started.

Purchases in our iOS app

Subscriptions bought in our iOS app are sold and charged by Apple, so Apple handles their refunds under its own rules: request one at reportaproblem.apple.com. We can't refund them ourselves.

Payments we take by mistake

If we charge you twice for the same thing or can't deliver what you paid for, we refund the payment in full. A Mayor's Charter paid for after the last of the 1,000 places has gone is refunded automatically; for anything else, email support@donecity.app and we'll refund it.

Faulty services

Under the Consumer Rights Act 2015, if Done City isn't as described or isn't provided with reasonable care and skill, you can ask us to put it right. If we can't do that within a reasonable time and without significant inconvenience to you, you're entitled to a price reduction, which can be a full refund. Tell us at support@donecity.app.

How refunds are paid

Refunds go back to the original payment method. Card refunds usually take 5 to 10 working days to reach your account after we issue them.

Contact

Questions about a refund: support@donecity.app. Bednal Limited, Unit 4 Clifford Court, Cooper Way, Carlisle, CA3 0JG. Registered in England and Wales, company number 12582198.