Refund Policy

What this policy covers. This Refund Policy applies to all paid access packages purchased on WholesaleUp™ — buyer tiers (Standard, Premium, Premium+) and Supplier Pro. It explains when refunds are issued, how cancellation works (or doesn't), and how to make a request. The legally binding wording lives in clauses 2.1 to 2.6 of our Terms of Use; this page is a plain-language consolidation of those clauses together with the rules that govern pro-rata credit on mid-package upgrades.

Our model: one-time packages and recurring subscriptions. WholesaleUp™ access packages run for 1, 6, or 12 months. Depending on the plan and the option you select at checkout, access is provided either as a fixed-term package bought with a one-time payment, or as a recurring subscription that renews automatically at the end of each billing period. For a one-time package there is no automatic renewal: when the period you paid for ends, your account reverts to the Free tier automatically and you may buy a new package at any time. For a recurring subscription, the package renews and the payment method on file is charged automatically at the start of each new period until you cancel; you can cancel at any time from the Billing page in your dashboard, after which access continues to the end of the period already paid for and does not renew thereafter. The applicable terms for each purchase — including whether it auto-renews and the renewal price — are shown at checkout.

Business-to-business (B2B) purchases. All access packages are purchased in a business-to-business capacity: at checkout, the purchaser represents and warrants that they are acquiring the license in the course of a trade, business, craft, or profession, and not as a consumer. As a result, consumer-law cooling-off or distance-selling rights — including those under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive 2011/83/EU as implemented in national law — do not apply to access package purchases. Some suppliers in our directory may indicate that their own deals are open to private consumers (B2C); that relates only to those suppliers' sale terms and has no bearing on the B2B nature of the access package itself.

Never-logged-in refund (full). If you have signed up and paid for a buyer access package or Supplier Pro but have never been able to log in to your WholesaleUp™ account, a full refund will be issued on request. This covers cases such as a registration error, a payment that processed before account activation, or any other circumstance that prevented first login. Contact support to request the refund and reference the email address on the account.

Supplier Pro 30-day review window. If Supplier Pro has not delivered the enquiries or visibility you expected, contact support within 30 days of purchase and we will review your case for a refund. Decisions are made individually based on usage, configuration, and the specific concerns raised; we will work with you to address profile issues before issuing a refund where that is appropriate. The 30-day review window applies only to Supplier Pro purchases and is codified in Terms of Use clause 2.4a. Outside the 30-day window, refunds remain at WholesaleUp™'s sole discretion (see 2.4 below + Terms 2.4).

Premium+ Custom Sourcing satisfaction guarantee. Premium+ buyer access packages include unlimited Custom Sourcing support: our team will personally search for suppliers matching the sourcing requirements you submit via the Custom Sourcing dashboard. If — after good-faith engagement with the Custom Sourcing process — we are unable to identify suppliers that materially match your stated requirements, you are entitled to a full refund of the Premium+ access package price for the current term. To qualify, you must (a) be on a current Premium+ access package; (b) have submitted at least one Custom Sourcing request during the term; (c) have engaged constructively with the team's clarification questions and supplier suggestions; and (d) raise the refund request via the contact form before the end of the current term. Requirements that fall outside WholesaleUp™'s stated platform scope (e.g. categories, regions, or supplier types not represented in our directory) are not within scope of the guarantee. The guarantee is codified in Terms of Use clause 2.4b.

Other cases — sole-discretion review. All refund requests outside the cases above are reviewed individually and granted at the sole discretion of WholesaleUp™ management. We assess each request on its merits, taking into account how much of the access period has been used, the nature of the concern, and any underlying issue we may be able to fix. Decisions made under this clause are final.

What is not refundable. Once an access package has been activated, payments are non-refundable except as set out in 2.1, 2.2, 2.3, and 2.4. In particular: (a) unused days at the end of an access period do not convert to a cash refund; (b) lapsed packages cannot be refunded retroactively; (c) accounts blocked or terminated for breach of the Terms of Use are not eligible for a refund; (d) failure to log in regularly, change-of-mind after activation, or dissatisfaction with results that have not been escalated through support do not, on their own, qualify for a refund.

How cancellation works. It depends on what you bought (shown at checkout). For a one-time access package there is nothing to cancel: your access remains active until the end of the period you paid for and then expires automatically — you are not re-billed and you need take no action. For a recurring subscription, you can cancel at any time from the Billing page in your dashboard to stop future renewals; your access then continues until the end of the period already paid for and is not renewed afterwards. To review your current plan, its renewal status, and your purchase history, visit the Billing page in your dashboard.

Auto-revert to Free. When an access package expires, your account reverts to the Free tier automatically. You retain access to your account, your saved data (favorites, enquiry history, profile), and any role-specific dashboard tools that the Free tier still permits. Premium-only features (such as the higher monthly supplier-website click cap, saved-keyword alerts, or full supplier contact details) are removed until you purchase a new access package.

Where to view your status. Your current access status, package end date, and full purchase history are visible at any time from the Billing page in your dashboard. The page also shows the email address used for receipts, the payment method on file (where applicable), and downloadable receipts for your records.

How pro-rata credit works. If you upgrade to a higher tier mid-package — for example, from Premium to Premium+ — the unused value of your current package can be credited pro-rata against the higher tier's price. The credit is calculated automatically based on the days remaining and the rate you originally paid.

Opt-in at checkout. Pro-rata credit is opt-in, not automatic. To apply it, tick the Apply credit checkbox on the Upgrade button at checkout. The checkbox defaults to unchecked — if you skip it, no credit is applied and you pay the full new-tier price. The credit is capped at the target tier's price (it never exceeds it) and is never cashable. The mechanism is available only while a paid package is still active; once a package expires, no credit remains available for future upgrades.

Downgrades. True mid-package downgrades do not apply. If you wish to move to a lower tier, simply let your current access package run its course and purchase the lower tier next time. Your account reverts to Free automatically on expiry; you can then purchase any tier (including a lower one than your previous package) at any time.

Why cooling-off rights don't apply. Consumer cooling-off and distance-selling rights — for example, the 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) and the corresponding rules under the UK Consumer Contracts Regulations 2013 — apply to consumer purchases. WholesaleUp™ access packages are sold exclusively in a business-to-business capacity: the buyer warrants at checkout that they are purchasing in the course of a trade, business, craft, or profession (Terms of Use clause 2.1). Cooling-off rights therefore do not apply to access package purchases. This does not affect any non-waivable statutory rights you may have under applicable law in your jurisdiction.

Statutory rights — non-waivable provisions. Nothing in this Refund Policy limits or excludes any liability or right of yours that cannot be excluded or limited under applicable law. If a mandatory provision of consumer protection or other law in your jurisdiction grants you a right that this policy is silent on, that right continues to apply.

Contact support. Refund requests are submitted via the contact form on our website. Include the email address on the account, the approximate date and amount of the purchase, and a brief description of the reason for the request. Where the request is being made under the never-logged-in clause (2.1), please confirm that you have not been able to log in. Where it is being made under the Supplier Pro 30-day window (2.2), please describe the issue you experienced so we can investigate.

What happens next. We aim to acknowledge refund requests within 1 business day and reach a final decision within 5 business days. Where a refund is approved, the credit is returned via the original payment method; processing time depends on your card issuer or payment processor (typically 5 to 10 business days). Where a refund is declined, we will explain the reason and, where appropriate, offer alternatives such as Custom Sourcing support, a tier upgrade with pro-rata credit, or extended access for affected days.

Receipts and records. All purchase receipts are available on the Billing page in your dashboard. You may download receipts at any time, and we retain a record of refund decisions for the period required by applicable tax and accounting law. If you need a formal invoice (e.g. for VAT reclaim purposes), add your company name and VAT identification on the Billing → Details tab so future receipts include them automatically.