Subscriptions, Cancellation & Refunds

This policy explains how paid subscriptions to the Morro application ("the Service"), operated by Morro Care Ltd (company number 17326603), are billed, cancelled, and refunded. It forms part of, and should be read with, our Terms of Service. Nothing in this policy affects your statutory rights as a consumer.

1. Plans and pricing

Morro is a paid subscription service. New accounts begin with a free trial; after the trial ends, a paid subscription is required to continue adding to or changing your records. The features included in each plan, and their prices, are shown in the app before you subscribe. We may change plan features or pricing from time to time; changes will not affect a billing period you have already paid for, and we will give reasonable notice of material changes.

2. Free trial

• New subscribers are offered a free trial of the length shown in the app at the point of purchase.
• A payment method is required to start the trial. You are not charged during the trial period.
• Unless you cancel before the trial ends, your subscription begins automatically and your payment method is charged at the price shown when you signed up.
• You can cancel at any time during the trial without being charged. Cancel through Google Play, as described in section 4.
• Trial eligibility is determined by Google Play. Trials are generally available only to accounts that have not subscribed to Morro before.

3. How billing works

• Subscriptions purchased through the Android app are sold and processed by Google Play. Google is the seller of record for those purchases and handles payment, tax and billing. Where we offer subscriptions through our website, those are processed by Stripe.
• Your subscription renews automatically at the start of each billing period until you cancel. The length of your billing period (for example monthly or annual) is shown before you purchase.
• Your current renewal date is shown in the subscription area of the app, and in your Google Play subscriptions for purchases made there.
• If you change to a higher plan part-way through a billing period, the change and any proration are handled by Google Play under its own rules for subscription changes.
• We do not receive or store your card details. These are held and processed by Google Play, or by Stripe for website purchases.
• If a renewal payment fails, Google Play will attempt to recover the payment over a period set by Google. Your subscription remains active during that time. If payment is not recovered, the subscription ends and section 5 applies.

4. Cancelling your subscription

Subscriptions bought through the Android app are cancelled in Google Play, not in Morro. Open the Play Store, go to your subscriptions, select Morro and cancel. The app links you to the right screen. Subscriptions bought through our website are cancelled from the subscription area of your account.

When you cancel:

• your subscription is set to stop at the end of your current billing period — you are not charged again;
• your paid features remain available until that date;
• after that date, section 5 applies.

Cancelling stops future renewals only. It does not, by itself, provide a refund for the current billing period (see section 6).

5. What happens when a subscription ends

We do not delete your records when a subscription ends.

• For a period after your subscription ends, medication and wellbeing reminders continue, and you can still record doses and wellbeing check-ins. Other changes — such as adding or editing people, medications, appointments or contacts, or inviting others — are not available. We tell you in the app when this period will end.
• After that period, reminders stop. Your records remain visible to you and can be exported.
• Resubscribing at any point restores full access. Nothing needs to be rebuilt, because nothing has been removed.

6. Refunds and your statutory rights

Your statutory rights as a consumer always apply and cannot be excluded by this policy.

14-day cancellation right (new subscriptions). If you are a consumer, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have the right to cancel a new subscription within 14 days of purchase. Because a subscription gives you access to a digital service straight away, by subscribing you request that the Service begins immediately during this period. If you then cancel within the 14 days, we may retain or charge an amount proportionate to the access you have already had, and you lose the right to cancel once the service for that period has been fully provided. Where little or no use has been made, we will provide a refund.

If something is wrong with the Service. Under the Consumer Rights Act 2015, the Service must be provided with reasonable care and skill and match its description. If it does not, you may be entitled to a repair or a re-performance and, where that is not possible or does not resolve the issue, to a price reduction or refund. Contact us and we will put things right.

Renewals and mid-period cancellations. Outside the statutory rights above, subscription fees are generally non-refundable for the current period. When you cancel, you keep access until the end of the period you have already paid for, and you are not charged again. We do not provide pro-rata refunds for partial periods.

How to request a refund. For subscriptions purchased through the Android app, Google is the seller of record and refunds are handled under Google Play's refund policy — request these through Google Play. For purchases made through our website, email support@morro.health with your account email and, if you have one, your support reference; approved refunds are issued to your original payment method via Stripe and may take several days to appear. If you are unsure which applies, or Google declines a request you believe is covered by your statutory rights, contact us and we will help.

7. Changes to this policy

We may update this policy from time to time. Where changes are significant we will take reasonable steps to notify you. The "Last updated" date shows when this policy was last revised.

8. Contact

Email: support@morro.health
Company: Morro Care Ltd, company number 17326603

If you have a complaint we cannot resolve, you may also be able to use an alternative dispute resolution scheme or contact Citizens Advice for guidance on your consumer rights.