Polo HQ Subscription, Trial, Billing, Cancellation and Refund Policy

Effective date: 31 July 2026

This Policy explains how Polo HQ signup, card-backed Trials, Player Free, recurring subscriptions, Add-ons, billing changes, cancellation and refunds work. It forms part of the Polo HQ Terms of Service. If this Policy conflicts with the Terms, the Terms prevail unless mandatory law requires otherwise.

1. Standard signup wizard

Public signup occurs through /get-started:

1. select Player, Team or Club Account Type;

2. select a core Plan and monthly or annual billing;

3. select eligible Add-ons, Bundles and Capacity Packs;

4. provide Account or Organisation name, buyer name and email;

5. review the itemised Valid Package, Trial and renewal information and accept the legal terms; and

6. complete Stripe Checkout for a Paid Plan, or direct provisioning for Player Free.

Pricing-page buttons may preselect a Plan but cannot bypass review, validation, legal acceptance or Stripe Checkout.

2. Every eligible Paid Plan starts with a 14-day Checkout Trial

For each eligible Paid Plan:

• Stripe collects a payment method before the Trial starts;

• the selected core Plan and initial extras form one Subscription Configuration;

• the Review step shows Due today: £0;

• the Review step shows the amount and exact date due after the Trial;

• Stripe Checkout states that the first 14 days are free and the disclosed price applies afterwards; and

• the subscription automatically converts to paid billing unless cancelled before Trial end.

The Trial normally starts when Stripe confirms the subscription setup and lasts 14 days. No subscription amount is charged during those 14 days.

3. Automatic conversion on day 15

Unless cancelled before Trial end, Stripe automatically attempts to charge the payment method on file on day 15 for the all-in recurring amount disclosed at checkout.

After a successful first charge, the subscription remains active and renews automatically:

• monthly for a monthly subscription; or

• annually for an annual subscription,

until cancelled.

Polo HQ normally sends a reminder before the Checkout Trial ends. The Customer remains responsible for the Trial end date shown at checkout and in the Account, subject to mandatory law.

4. Cancelling during the Checkout Trial

Cancellation while the Stripe subscription is still trialing is immediate.

When an authorised Account Manager confirms Trial cancellation:

• Stripe cancels the Trial immediately;

• the payment method is not charged for conversion from that Trial;

• access ends immediately for all Users;

• the Account becomes locked or cancelled;

• Customer Data remains stored; and

• an authorised Account Manager can later subscribe again from the lock screen.

The Account does not automatically move to Player Free. The confirmation dialog and confirmation email state these consequences in the supported interface language.

5. Player Free

Player Free is selected explicitly and has no recurring subscription fee. It requires no payment card and unlocks only its stated modules, features and capacities.

Player Free cannot purchase Add-ons, Bundles or Capacity Packs. A Player Free Customer must upgrade to Player Lite or Player Pro before purchasing any paid module or additional capacity. Polo HQ may reject any interface or API request containing Player Free and a paid extra.

Player Free is not a Checkout Trial and does not auto-convert to a Paid Plan. A cancelled Paid Plan or Checkout Trial does not automatically become Player Free.

6. Add-ons, Bundles and Capacity Packs at signup

Optional recurring products are available only where compatible with the selected Account Type and Plan.

• Player Accounts cannot purchase Practices, Lessons, Practices packs or Lessons packs.

• Team Accounts may purchase eligible Practices, Lessons, operational products, Team-player packs and relevant module packs, but not Club-member packs or Club-only products.

• Club Accounts include Practices subject to the core Plan's monthly allowance and may purchase eligible Lessons, operational products, Club-member packs, additional Practices and relevant module packs.

A Capacity Pack supplements an existing allowance and does not independently unlock its parent module. Product-specific dependencies, eligibility and quantity limits are stated in the Pricing and Product Schedule.

Bundle selection replaces covered standalone Add-ons. A Plan change may remove standalone items newly included in the core Plan. Polo HQ may normalise a basket to remove duplicate entitlements and avoid duplicate charging.

Breeding is separately chargeable and is not included in the current Operations, Player Operations Plus, Team Full or Club Full Bundles.

The selected core Plan and eligible extras are sent to Stripe as itemised recurring products after the Customer reviews and confirms the final Valid Package.

6A. Package validation and lower-priced correction

Polo HQ validates packages during onboarding, recommendations, Review, checkout and Plan changes.

Validation considers the selected Account Type, requested modules and capacities, core allowances, Add-ons, Bundle contents, Capacity Packs, dependencies, pack limits and selected monthly or annual interval. It does not treat different Account Types as interchangeable.

Polo HQ may:

• reject an incompatible or commercially invalid basket;

• remove a duplicated or dependent item;

• replace separate Add-ons with a cheaper eligible Bundle; or

• replace a Plan-plus-extras combination with a higher Plan that provides the same or greater requested entitlement for a lower or equal recurring price.

Where a Corrected Package is proposed, the Customer must be shown the reason, itemised products, billing interval and new recurring total and must confirm the correction before checkout or subscription amendment. Polo HQ will not create an undisclosed higher charge through this process.

6B. Pricing and Product Schedule

The current optional-product prices, annual equivalents, Bundle contents, Capacity Pack allowances, pack limits and Club Practices allowances are set out in the Pricing and Product Schedule, which forms part of this Policy and the Terms of Service.

Core Plan prices and base capacities are displayed on the Pricing Page, Plan-selection screen and Review step. The final itemised price shown and accepted immediately before checkout governs the order.

7. Prices and billing intervals

All prices are in pounds sterling unless checkout states otherwise.

Monthly products recur monthly. Annual prices are currently ten times the corresponding monthly price for Plans, Add-ons, Bundles and Capacity Packs. The annual amount is charged annually and represents a discounted annual commitment equivalent to two months without charge compared with twelve monthly payments.

Before confirmation, the Review step must show the Account Type, core Plan, included entitlement, each paid item and quantity, billing interval, all-in recurring amount, annual saving where advertised, amount due today, amount due after the Trial, renewal amount, applicable taxes where known, and any automatic package correction.

Prices and eligibility may change for future purchases. Existing recurring prices may be changed only through the notice and process required by the Terms and applicable law. The Service does not promise permanent grandfathering or a particular pricing-version migration process.

8. Card and Stripe processing

Stripe hosts checkout and stores the payment method. Polo HQ does not receive or store full card numbers or card security codes.

By completing Paid Plan checkout, the Customer authorises Stripe and Polo HQ to charge the payment method for the amount shown after Trial, renewals and separately confirmed later charges.

9. Account activation

After Stripe confirms setup, Polo HQ provisions the selected Subscription Configuration and sends a single-use activation link to the supplied email address. The link is normally valid for seven days.

The Customer is responsible for supplying a working email address and completing activation.

10. Upgrades and additions

An upgrade to an equal or higher-value Plan, or the addition of an Eligible Add-on, Bundle or Capacity Pack, normally applies immediately after the Customer confirms the final Valid Package. Package validation may remove incompatible, dependent or duplicated items or present a lower-priced Corrected Package before confirmation.

Stripe may charge a prorated amount for the remainder of the current paid billing period. The confirmation flow must show the timing and any immediate amount before commitment.

The treatment of a change made while a subscription is still trialing is governed by the specific confirmation shown for that change.

11. Downgrades and removals

A downgrade, removal of an Add-on or Bundle, or reduction of a Capacity Pack quantity normally takes effect at the end of the current paid billing period.

The Customer keeps the existing paid entitlement until then. Polo HQ may remove a Capacity Pack whose parent entitlement ends, a duplicate standalone Add-on covered by a Bundle, or another item that cannot validly remain. The resulting package and price impact must be shown before confirmation.

When the lower entitlement takes effect, functionality or records above the resulting entitlement may be restricted in accordance with the Terms and Data Retention and Account Deletion Policy. The exact downgrade, retention and restoration behaviour is not guaranteed beyond what is disclosed for the specific change.

12. Switching monthly and annual billing

Switching billing frequency is handled using Polo HQ's current upgrade, downgrade, proration and billing-cycle rules. The confirmation screen states when the change applies and any charge or credit.

13. Cancellation after the Trial has converted

After paid billing has started, cancellation ordinarily takes effect at the end of the current paid billing period.

Access continues until that date. A scheduled cancellation may be resumed before the effective date where the Service offers that option.

When cancellation becomes effective:

• the Account locks for all Users;

• the Account does not automatically move to Player Free;

• Customer Data remains retained under the Data Retention Policy; and

• an authorised manager may later subscribe again.

14. Legacy and manually granted Full-Access Trials

The public no-card Trial entry route is closed. Accounts already created under the former universal Trial system, and Trials manually granted through Super Admin, may continue as Full-Access Trials.

These Trials may provide broad or unlimited access, require no card solely because of the Trial, and do not automatically charge.

When a Full-Access Trial expires or is ended by an administrator, the Account enters the Plan-selection funnel. The Service may analyse its recorded usage and recommend the lowest-priced eligible Plan-plus-extras configuration. The Account Manager remains free to choose another available Plan.

If no Plan is ever chosen, the Full-Access Trial Account may be permanently deleted 90 days after expiry under the Data Retention Policy. This purge does not apply merely because a standard Checkout Trial was cancelled.

15. Consumer cancellation rights

A consumer may have statutory rights relating to distance contracts, immediate supply, unfair terms and recurring subscriptions. Those rights are not excluded.

The product's immediate, no-charge cancellation during the 14-day Checkout Trial is intended to be at least as favourable as the ordinary product cancellation route during that period. If mandatory law provides an additional cancellation or refund right, Polo HQ will honour it.

The UK subscription-contract regime under the Digital Markets, Competition and Consumers Act 2024 is expected to commence in Spring 2027. Polo HQ will update pre-contract information, reminders, online exit, renewal cooling-off and refund processes when that regime applies.

16. Refunds

Cancelling during the Checkout Trial prevents the first subscription charge and no Trial-conversion refund is needed.

After paid billing starts, the Service does not automatically refund unused time merely because the Customer cancels, downgrades or removes an item before period end. The paid entitlement ordinarily remains available until the effective cancellation or change date.

Refunds will be provided where required by law. Outside mandatory rights, Polo HQ may provide a refund or credit at its discretion for a duplicate payment, demonstrable billing error or exceptional circumstance.

Refund requests should be sent to info@polohq.com with the Account name, billing email, invoice or payment reference and reason.

17. Failed payments

If a renewal or other due payment fails:

• Stripe may retry payment using its configured recovery process;

• Polo HQ and Stripe may send service communications;

• the Account may enter a billing-locked state;

• managers may still be able to sign in to update payment or resubscribe; and

• normal operational access may be restricted for all Users.

A billing lock does not itself delete Customer Data. If payment is recovered, access is normally restored automatically after the event is processed.

18. Invoices and payment methods

Stripe provides payment-method storage, invoices, receipts and billing portal functionality. Polo HQ does not receive or store full card numbers or card security codes.

The Customer is responsible for reviewing invoices and promptly reporting any suspected error.

19. Tax

Prices are inclusive or exclusive of taxes as indicated at checkout. The Customer is responsible for taxes properly chargeable to the Customer, except taxes imposed on Polo HQ's own income.

20. Support and disputes

Questions about signup, Trials, Plan selection, billing, cancellation or refunds should be sent to:

POLO HQ LTD
43 Diamond Ridge
Camberley
England
GU15 4LB
info@polohq.com