Cancellation and refunds
Antonio Jacquaye, trading as LatticeSearch, supplies LatticeSearch. The trading address is 83 Lynton Mead, London N20 8DH, United Kingdom. The contact route we invite is email: support@latticesearch.app.
Checkout is currently closed; no order can be placed and no payment is taken.
What this page covers
When checkout reopens, you will be able to stop a future subscription renewal. A consumer may also have a right to cancel a recent contract or obtain a remedy for faulty, missing or wrongly withheld digital content. Read this page with the terms of sale, software licence and privacy policy.
Stop the next renewal
Paid plans will renew monthly or annually until cancelled. Annual billing is for a full year, not monthly instalments. The checkout, Stripe customer portal and renewal reminder will show the exact renewal date, time and time zone.
When checkout reopens, every purchaser will receive a tested Stripe customer-portal link. You will be able to cancel there in one clear online step without contacting support. The portal will show the paid-access end date and give a confirmation you can keep.
You may also email support@latticesearch.app. A clear email instructing us to stop renewal is effective as a cancellation request; we will confirm the end date in writing. If it reaches our support inbox before the exact renewal time shown in the portal and reminder, it stops that renewal. We will use the time the email reaches the inbox, not the time a member of staff processes it. Uninstalling the app or deactivating a device does not cancel billing.
Ordinary cancellation stops future renewals. It does not produce a pro-rata refund for unused days. Paid access continues to the end of the paid period unless a narrow revocation ground below applies. This does not limit a statutory refund, price reduction or other legal remedy.
Your 14-day consumer cancellation right
A consumer buying at a distance normally has 14 days, starting the day after the contract is made, to cancel without giving a reason.
Digital content can start during that period only after the consumer expressly asks for immediate supply and acknowledges that the cancellation right will be lost once supply begins. When checkout reopens, that choice will use a separate box that is not ticked in advance. We will keep an immutable record of the consent text, its version, the timestamp and time zone, and the order ID. We will send that record in the durable confirmation email and block delivery of the download and licence key until the email has been sent.
Reading the terms, paying or installing does not by itself give this consent. If the legal conditions are not met, we will not treat the right as lost. Immediate supply never removes rights where the software is faulty, not supplied or not as described.
The UK government expects further subscription rules to start in spring 2027, subject to secondary legislation. Before checkout reopens, the flow will be updated for every rule then in force. This includes any renewal cooling-off right after a trial or annual renewal, the required notice, cancellation method and refund.
How to cancel or ask for a refund
Email support@latticesearch.app. Email is the quickest method. For a statutory cancellation, send a clear statement before the deadline. Include your name, purchase email or order reference, and order date so we can find the contract. You do not need to give a reason for a valid cooling-off cancellation.
For a fault or wrongly withheld access, describe the problem and the remedy you want. Do not include card details or search files. Keep a copy of your message.
Preferred submission method: email this form to support@latticesearch.app. Email is the quickest way, and you can paste the form into an email. No signature is needed by email. For fastest handling, email the form to support@latticesearch.app. The address below is included because it forms part of the statutory model form.
Model cancellation form
Complete and return this form only if you wish to cancel the contract.
To: Antonio Jacquaye, trading as LatticeSearch, 83 Lynton Mead, London N20 8DH, United Kingdom. Email: support@latticesearch.app.
I/We [delete as appropriate] give notice that I/We [delete as appropriate] cancel my/our [delete as appropriate] contract for the supply of the following service: LatticeSearch digital content.
Ordered on/received on [delete as appropriate]: ____________________
Order reference (if available): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
How we make a statutory refund
For a valid cooling-off cancellation, we will reimburse without undue delay and no later than 14 days after we are informed. We will use the original payment method unless you expressly agree otherwise. We will not charge a refund fee.
When checkout reopens, we will put the request into a tracked refund queue, monitor the deadline, send confirmation and reconcile the refund with the licence entitlement. Ending an entitlement after a refund does not delete local files or the local index. If a refund is late or missing, email support with the order reference.
Faults and statutory remedies
Consumer rights under the Consumer Rights Act 2015 remain unchanged. Digital content must meet applicable quality, fitness and description requirements. A fault may give a right to repair or replacement and, where the law provides, a price reduction or refund. The ordinary no-pro-rata rule does not excuse non-supply or limit a remedy required by law.
Paid access, grace and revocation
After a successful licence check, paid features have a 10-day offline grace period. If entitlement cannot be confirmed within 10 days, paid features fall back to Free until a check succeeds. Local files and the local index remain on the device.
When checkout reopens, licence enforcement will permit us to revoke paid access before the paid period ends only after a refund, a chargeback, fraud, or a demonstrable material breach of the licence terms. Each restriction will have a recorded reason. Where practicable, we will first email the reason and the steps to put matters right. You may make representations, contest the restriction and ask for meaningful human intervention by email. A person can reverse an incorrect restriction. If the decision was wrong, we will reinstate access promptly. If contracted access was wrongly withheld, we will provide the refund or price reduction required by law.
Complaints and disputes
Email support@latticesearch.app with the purchase reference, what went wrong and the outcome you want. We will investigate, explain the result and tell you if we need more information. You may ask for a review and a final written response. Complaining does not remove access to the courts or any legal right.
The contract is governed by the law of England and Wales. Businesses agree to the courts of England and Wales. For consumers, this does not remove mandatory rights in the country where they live or any court right available under applicable law.
Further information: GOV.UK guidance on downloadable content and Trading Standards guidance on digital-content rights.