Cancellation & Cooling-Off

If you buy here as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind about most things bought online. This page explains how that right works for what we sell.

Almost everything we sell starts straight away: a system is yours as soon as your payment completes. So at checkout we ask whether you want it to start now. What that does to your right to cancel depends on what you are buying. There are two different rules, and they do not have the same outcome.

Purchases made before 28 October 2026 were sold by Red Kite 9 Ltd, and the terms that applied at the time still apply to them.

One-off digital content

Under regulation 37, you lose the right to cancel a purchase of digital content only if all three of these happen before the 14 days are up:

• you gave your express consent to it being supplied;
• you acknowledged that your right to cancel would be lost; and
• the supply actually began.

We ask for the consent and the acknowledgement at checkout, with a box that is never ticked for you. It reads: "Get this now. I agree it's supplied immediately, and I understand that once it is I lose my 14-day right to cancel."

We record against your order which wording you were shown, a fingerprint of its exact text, and when you agreed. The confirmation email we send contains that wording. The confirmation is a condition of the arrangement, not paperwork: if we did not get your consent and acknowledgement, your right to cancel is not lost, and if we failed to get the acknowledgement or to send the confirmation, you bear no cost for what was supplied.

Purchases sold through Onelink are also covered by Onelink's buyer terms. Those terms give consumers in the UK and the EU a 14-day cooling-off period from when you get access to what you bought, which you use by asking Onelink support for a refund and giving "cooling off period" as the reason. Onelink can also refund a payment within 60 days. Ticking the box at checkout is an agreement with us; it does not take away anything Onelink's terms give you.

Services

A vanity URL is an ongoing service, and regulation 36 applies to it instead. We start a service inside the 14 days only if you expressly ask us to. Asking does not cost you the right to cancel. If you cancel within the 14 days, you pay only a pro-rata amount for the part of the service you used up to the moment you told us, and we refund the rest.

The box at checkout for a service reads: "Start this now. I agree it starts immediately. If I cancel within 14 days I'll pay only for the part I've used."

If we failed to give you the information about your right to cancel, you owe nothing for the service supplied in that time.

Which rule applies to what

A custom palette is included with every system and is not a separate purchase.

A time capsule planet has the normal 14-day right to cancel from the day you buy it, for a full refund. The 14 days do not wait for the date the message unlocks.

Gifts

The right to cancel belongs to the person who bought the gift, not to the person who receives it.

How to cancel

Write to us at support@charteduniverse.space within the 14 days. Say what you bought and that you want to cancel. You do not have to give a reason. The 14 days start the day after you buy, for every product.

For a purchase sold through Onelink you can also ask Onelink support.

The "Cancel subscription" control on your account page stops a vanity URL from renewing. It does not refund anything. To cancel a vanity URL inside the 14 days and get back the part you have not used, write to us.

The refund for a vanity URL cancelled inside the 14 days is price × unused days ÷ 365. We pay any refund within 14 days of you telling us you are cancelling.

Model cancellation form

You do not have to use this form. Any clear statement that you are cancelling, emailed to support@charteduniverse.space, works just as well. If you would like to use it, copy it into an email:

After the 14 days, and other refunds

You can stop a subscription at any time. What happens then, the refunds we make at our discretion, and your rights if something we supplied is faulty are set out in Refunds.

If you are buying for a business

The right to cancel described here is a consumer right. It does not apply to a purchase made in the course of a business.