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Refunds and support

Getting help​

Email support@planningconstraints.com for anything — a bug, a question, an address that doesn't look right, a billing query. There's no ticket system and no chatbot: a human reads and replies, usually within one working day.

When you write in, it helps to include:

  • The address or postcode you surveyed.
  • What you expected to see, versus what you saw.
  • A screenshot, if you have one.

Our refund promise​

If a report fails to generate, or you believe its data is materially wrong, email us with your Stripe receipt and we will put it right or refund you — your choice. This is a plain commitment, not a set of hoops: tell us what went wrong, and we'll either fix it or give your money back.

This applies to the Site Report Pass and to Pro, Team and Practice subscriptions. Subscriptions can also be cancelled at any time and remain active through the end of the billing period you've already paid for — you won't lose access partway through a period you've paid for, and you won't be charged again after cancelling.

Licence key and device activation​

Your licence key is in your purchase confirmation email and shown on screen right after checkout. To activate it on another device, or recover it with a magic link if you've lost the email, use Activate Licence (/upgrade/activate) — see Licence keys and accounts for how licence keys and accounts relate.

Data corrections​

Think a constraint is missing or wrong at a particular address? Tell us which dataset (for example conservation area, TPO, or flood zone) and the exact address, and we'll check it against the source. We can only show what the official datasets publish — some designations aren't yet digitised nationally and won't appear even where they exist on the ground. This is a limitation of the underlying open data, not something we're withholding.

Billing and VAT​

VAT receipts are issued automatically by Stripe on every purchase — check your email (including spam) if you can't find one. All prices include UK VAT at 20%. Billing questions, including VAT queries, go to the same support inbox above.

Payment handling​

Payment is handled entirely through Stripe — we never see or store your card details. Pro, Team and Practice subscribers can manage or cancel their plan self-serve at any time from their account.