Refund Policy

Last updated: 04/06/2026

This Refund Policy explains how refunds, cancellations, free trials and paid services work for InstallerMate. It applies to driveway companies, installers and business users who subscribe to InstallerMate or purchase optional services through the platform.

InstallerMate is a business software platform that provides an instant driveway quote widget, enquiry dashboard, installer profile features and directory visibility. It is primarily supplied to business users, not consumers.

Please read this Refund Policy carefully before starting a free trial, subscribing to a paid plan or purchasing any optional setup service.

1. Who we are

InstallerMate is operated by InstallerMate.

Our contact details are:

  • Website: https://installermate.com
  • App / dashboard: https://app.installermate.com
  • Email: info@installermate.com

2. What this policy covers

This Refund Policy covers:

  • InstallerMate free trials.
  • Monthly subscription payments.
  • Basic and Pro plan payments.
  • Subscription cancellations.
  • Failed or duplicate payments.
  • Optional one-off widget installation services.
  • Requests for refunds caused by technical issues.
  • Situations where refunds are not usually provided.

This policy should be read alongside our Terms and Conditions and Privacy Policy.

3. Free trial period

InstallerMate may offer a free trial, such as a 30-day free trial, to allow driveway companies to test the platform before their first paid subscription payment.

During the free trial, you can create an account, set up your company details, configure your driveway quote widget, test the enquiry flow and decide whether InstallerMate is right for your business.

If you do not want to continue after the free trial, you must cancel before the trial ends. If you do not cancel before the end of the trial, your selected paid subscription may begin automatically.

4. Subscription payments after the free trial

Once your free trial ends, your selected InstallerMate plan will continue as a paid monthly subscription unless cancelled.

At the time of writing, our monthly plans are:

  • Basic: £17.99 per month.
  • Pro: £24.99 per month.

Prices may change in the future, but any current pricing will be shown on our Pricing page or during checkout.

5. Cancelling your subscription

You can cancel your InstallerMate subscription through the available billing or account management options, or by contacting us at info@installermate.com.

If you cancel during your free trial, you will not be charged for the monthly subscription when the trial ends.

If you cancel after your paid subscription has started, your subscription will usually remain active until the end of the current billing period. After that point, paid features may be removed or restricted.

6. No automatic refunds for unused time

InstallerMate subscriptions are billed monthly. If you cancel partway through a paid billing period, we do not usually provide a refund for the unused part of that month.

Your account will normally remain active until the end of the billing period you have already paid for.

This approach helps keep the pricing simple and avoids partial-month billing adjustments.

7. Refunds for subscription payments

Subscription payments are generally non-refundable once charged, unless:

  • You were charged in error.
  • You were charged twice for the same subscription period.
  • A clear billing mistake occurred.
  • You cancelled during the free trial but were still charged due to an error.
  • We are required to provide a refund by law.
  • We choose to provide a refund at our discretion.

If you believe you have been charged incorrectly, please contact us as soon as possible at info@installermate.com with your account email address and details of the payment.

8. Refunds for technical issues

If a technical issue prevents you from using a core paid InstallerMate feature, please contact us so we can investigate and try to resolve the issue.

We may consider a refund or account credit where:

  • A major platform fault prevented access to paid features for a significant period.
  • The issue was caused by InstallerMate rather than your website, browser, device, hosting provider or third-party service.
  • You reported the issue promptly and gave us a reasonable opportunity to fix it.
  • The affected feature was part of your active paid plan.

Refunds are not normally provided for minor bugs, temporary interruptions, browser-specific display issues, incorrect account settings, incorrect widget setup by the user, or issues caused by third-party websites or services outside our control.

9. Optional widget installation service

InstallerMate may offer an optional one-off widget installation service for driveway companies who want help adding the quote widget to their website.

At the time of writing, this service is priced at £49.99 as a one-off setup fee.

This service may include adding the InstallerMate widget code to your website, placing the widget or button in a suitable location, matching the setup to your selected plan options as far as reasonably possible, and testing that enquiries reach your dashboard and inbox.

10. Refunds for widget installation

The optional widget installation fee is generally non-refundable once installation work has started.

This is because the service involves manual setup time, website access checks, configuration, testing and support.

We may consider a refund where:

  • You paid for installation, but we had not yet started the work.
  • We are unable to complete the installation for reasons within our control.
  • You were charged for the service by mistake.

We will not usually refund the installation fee where:

  • You provided incorrect website access.
  • Your website, theme, hosting or third-party system prevents installation.
  • You changed your mind after work had started.
  • The widget was successfully installed and tested.
  • You later cancel your InstallerMate subscription.
  • You ask for work outside the agreed installation service.

11. Installation service limitations

The widget installation service is not a full website redesign, website repair or custom development service.

Unless agreed separately in writing, it does not include:

  • Website redesign.
  • SEO work.
  • Speed optimisation.
  • Hosting fixes.
  • Theme or plugin repairs.
  • Custom coding beyond adding the InstallerMate widget.
  • Fixing broken websites.
  • Writing new website content.
  • Ongoing website maintenance.

If your website needs additional work before the widget can be installed properly, we will let you know where possible.

12. Duplicate payments

If you are accidentally charged more than once for the same subscription period or service, please contact us at info@installermate.com.

Once confirmed, duplicate payments will usually be refunded to the original payment method.

13. Failed payments and account access

If a subscription payment fails, your access to InstallerMate may be restricted, paused or cancelled.

We may retry the payment through our payment provider. If payment is not successfully collected, your quote widget, dashboard access, Pro features and directory visibility may be affected.

Failed payment interruptions are not treated as refundable downtime.

14. Changing plan

You may be able to change your plan from Basic to Pro or from Pro to Basic, depending on the options available in your account or billing portal.

Plan changes may be applied immediately, at the next billing date, or through the payment provider’s billing system.

Any price adjustments, credits or prorated charges will depend on how the billing system processes the plan change.

15. Directory visibility and refunds

Pro may include installer directory or comparison visibility. This gives eligible companies the ability to appear in InstallerMate directory pages and public company profile pages.

Directory visibility does not guarantee traffic, rankings, leads, quote requests, enquiries, customers, sales or completed jobs.

Refunds are not provided simply because a directory listing does not generate the number of enquiries or results you hoped for.

16. No guarantee of results

InstallerMate is designed to help driveway companies capture and manage better quote enquiries, but we do not guarantee any specific commercial result.

We do not guarantee:

  • A certain number of quote requests.
  • A certain number of leads.
  • A certain number of customers.
  • A certain conversion rate.
  • A certain amount of revenue.
  • A certain search engine ranking.
  • That every enquiry will become a paid job.

Your results may depend on your website traffic, reputation, pricing, service area, local competition, profile quality, responsiveness and demand in your area.

17. Refunds for user error

Refunds are not usually provided where the issue is caused by user error or account settings, including:

  • Incorrect price ranges entered by the installer.
  • Incorrect company details.
  • Incorrect service areas.
  • Incorrect email address settings.
  • Failure to add the widget to the website correctly.
  • Failure to cancel before the trial ends.
  • Failure to check billing dates.
  • Choosing the wrong plan.
  • Not using the platform after subscribing.

We will always try to help where reasonable, but subscribing and not using the platform does not automatically entitle you to a refund.

18. Homeowner quote requests

Homeowners and customers do not pay InstallerMate to submit quote requests through the platform.

Any payments for driveway surveys, deposits, materials, installation work or other services are agreed directly between the homeowner and the driveway company.

InstallerMate is not responsible for refunding homeowners for payments made directly to driveway companies.

Any dispute about driveway work, deposits, final quotes, guarantees, cancellations or workmanship must be handled directly between the homeowner and the relevant driveway company.

19. Payments made to driveway companies

InstallerMate does not control payments made by homeowners to driveway companies.

If a homeowner pays a driveway company for a survey, deposit, installation, materials or any related service, that payment is subject to the driveway company’s own terms, refund policy and legal obligations.

InstallerMate cannot guarantee or process refunds for payments made outside the InstallerMate subscription and billing system.

20. Chargebacks and payment disputes

If you raise a chargeback or payment dispute with your bank or card provider, your InstallerMate account may be restricted while the dispute is investigated.

We reserve the right to provide relevant account, billing, usage and communication records to the payment provider in response to a dispute.

If a chargeback is found to be invalid or abusive, we may suspend or terminate access to InstallerMate.

21. How to request a refund

To request a refund, email us at info@installermate.com.

Please include:

  • Your full name.
  • Your company name.
  • The email address linked to your InstallerMate account.
  • The date and amount of the payment.
  • The reason for your refund request.
  • Any relevant screenshots, receipts or billing references.

We may ask for additional information before making a decision.

22. How refund decisions are made

Refund requests are reviewed based on:

  • The reason for the request.
  • Whether the payment was taken correctly.
  • Whether the free trial had ended.
  • Whether the subscription or service was used.
  • Whether any installation or manual work had started.
  • Whether there was a technical fault caused by InstallerMate.
  • Whether we are legally required to provide a refund.

We aim to handle refund requests fairly and consistently.

23. Refund processing times

If a refund is approved, it will usually be processed back to the original payment method.

Refund processing times can vary depending on the payment provider, card issuer or bank. It may take several working days for the refund to appear in your account after it has been processed.

24. Service credits

In some cases, instead of a cash refund, we may offer a service credit, account credit or extension of access.

This may be offered where it is a fairer or more practical solution, especially for temporary service issues.

You are not required to accept a credit where the law gives you a right to a refund.

25. Changes to this Refund Policy

We may update this Refund Policy from time to time.

The latest version will be published on this page with an updated “Last updated” date. Continued use of InstallerMate after changes are published means you accept the updated policy.

26. Contact us

If you have any questions about this Refund Policy, cancellations or billing, please contact us:

Email: info@installermate.com
Website: https://installermate.com