Lightspeed Stats is a trading name of BTC Software Services Limited, registered in England and Wales under company number 12897099.
Email: [email protected]
Registered office: Fawcett & Co, Brunswick House, 86–88 Carholme Road, Lincoln, Lincolnshire, United Kingdom, LN1 1SP.
This policy applies to purchases from us where it is provided before purchase. It explains our satisfaction guarantee, statutory cancellation rights, cancellation of future renewals and discretionary refunds.
Our voluntary policies do not limit your statutory rights. Where more than one refund entitlement applies, we will apply the one that gives you the more favourable outcome.
1. Our seven-day satisfaction guarantee
We want you to be happy with your purchase.
If a subscription product is not for you, contact us within seven days of the start of your first paid subscription to that product and request a refund.
The guarantee applies separately to your first paid subscription to each subscription product, including a discounted initial payment. Renewals, changes of billing frequency and rejoining the same product do not restart it.
The seven-day period begins when your paid access becomes available and lasts 168 hours. Sending your request within that period is sufficient; a delay in our response will not affect eligibility.
You may use the software during this period. You do not need to demonstrate a fault or provide a particular reason for deciding it is not for you.
We call this our “one question asked” policy:
“What could we have done better?”
Your feedback helps us improve, but answering is optional and is not a condition of receiving an eligible refund.
Under this voluntary guarantee, we refund your initial subscription payment, including applicable tax, less only any lawful deduction for actual processing fees attributable to the original payment that your payment provider does not return to us. We will make that deduction only where its amount or basis of calculation was clearly disclosed before purchase, and we will explain it.
If you also have a statutory cancellation right, any deduction must comply with section 2. We will not combine a processing-fee deduction with a separate charge for subscription access.
This guarantee applies to subscriptions. One-off services are covered by section 6 unless their purchase offer expressly includes an additional guarantee.
2. Statutory cooling-off rights and subscription refunds
Your right to cancel
If you are a UK or EU consumer purchasing an online service covered by the applicable consumer cancellation rules, you generally have 14 days after the day the contract is made to cancel without giving a reason.
This right is separate from our seven-day guarantee. Starting or using an ongoing subscription does not, by itself, remove it.
Any longer cancellation period or additional protection required by applicable law remains available.
To exercise this right, send a clear statement of your decision to cancel to [email protected] or our registered office before the applicable deadline. You may use the optional form in section 8, but you do not have to. EU consumers can also use the withdrawal function described in section 3.
You do not need to use legal terminology, provide feedback or obtain our approval to exercise a valid statutory cancellation right.
Immediate access and payment for service supplied
If you expressly request immediate subscription access and subsequently exercise your statutory cancellation right, we may retain a proportionate payment for the service supplied before you notify us of cancellation, provided all legal requirements for that payment have been met.
For continuous subscription access, we calculate this using the agreed price for the relevant paid period and the proportion of that period actually supplied. We take account of the applicable introductory discount or annual price and do not round a partial day up to a full day.
Our cap on the amount retained
As a concession, we cap this payment at the actual processing fees attributable to your original purchase that remain unrecovered after the refund.
We therefore retain the lower of:
The lawful proportionate payment for subscription access already supplied; or
The actual unrecovered processing fees attributable to your original payment.
We refund the balance and explain any amount retained.
This cap reduces the payment we would otherwise be entitled to retain for service supplied. It does not create an additional processing, administration or cancellation charge.
If no payment for service supplied is legally due—for example, because we did not obtain the required express request or provide the required information—we make no deduction.
Where we refund a payment because we failed to deliver the service paid for, we refund that affected payment in full without this deduction.
3. EU online withdrawal through ThriveCart
EU consumers can also exercise an applicable statutory withdrawal right using the withdrawal function in the ThriveCart Customer Hub.
You can access the Customer Hub through the customer-account link in your purchase receipt or invoice. Open the relevant order, select the withdrawal option and complete the confirmation step. An electronic acknowledgement will confirm receipt of your withdrawal.
This function provides the online withdrawal process introduced by Directive (EU) 2023/2673 and applicable national law. It is separate from both our voluntary satisfaction guarantee and ordinary cancellation of future subscription renewals.
A valid statutory withdrawal is not a discretionary refund request. We will arrange the refund required under applicable law, applying the subscription concession in section 2 where relevant.
You may still notify us directly by email or post. A missing or unavailable withdrawal button does not remove any withdrawal right you otherwise have, including an extended statutory period.
4. Cancelling future subscription renewals
You can cancel future renewals at any time using the cancellation button for the relevant subscription in your Lightspeed user dashboard.
Once cancelled:
You retain access until the end of the period you have already paid for.
No further renewal payments will be taken.
There is no cancellation fee.
Cancel before your next payment becomes due to prevent that renewal.
If you cannot access your dashboard or use the cancellation button, email [email protected]. A clear cancellation request takes effect when received, rather than when our team processes it.
Not using the software does not cancel your subscription. If you have several subscriptions, cancel each one you no longer want.
Cancelling future renewals does not automatically request a refund of an existing payment. If you also want a refund, please tell us.
5. Renewal refunds, unused time and billing errors
If your subscription renews because you forgot to cancel, contact us promptly.
Outside any statutory entitlement, we consider renewal refunds individually. Relevant factors include how soon you contacted us, your use of the product after renewal and the circumstances of your request.
We are generally sympathetic to requests made shortly after an unintended renewal, but this is not an automatic refund guarantee.
We do not normally provide refunds simply because you stop using a subscription partway through a paid period. This applies to monthly and annual subscriptions.
If we offer a discretionary refund, we will explain the amount and any lawful deduction for unrecovered processing fees. We will not impose a fee deduction that was not disclosed before purchase.
These considerations do not restrict an eligible claim under our seven-day guarantee or your statutory rights.
If a payment was taken after cancellation became effective, or a duplicate or incorrect payment was taken, contact us. We will investigate and refund any amount taken in error in full.
6. One-off migration and analysis services
Our subscription satisfaction guarantee does not automatically cover one-off strategy migration, commissioned video analysis or similar services.
Your statutory cooling-off rights apply where required. If you cancel before we begin work, we will refund your payment in full.
If you expressly request that work begin during the cooling-off period and we provide the legally required information, a statutory cancellation after work begins may require a proportionate payment for work supplied before you notify us. This will reflect the agreed scope and price, and we will explain the calculation.
The subscription processing-cost cap in section 2 applies to subscription access, not to separately purchased one-off work.
A one-off service’s statutory cooling-off right may end after full performance only where the applicable legal conditions have been met, including your prior express request to begin and acknowledgement that the right would be lost once the service was fully performed.
Describing work as personalised or bespoke does not, by itself, remove statutory cancellation rights.
Outside a statutory cancellation right, we will consider cancellation requests individually. Any amount retained must be lawful, reasonable, proportionate and consistent with the purchase terms. We will not automatically retain the entire payment merely because some work has begun.
Your rights if the service is faulty, misdescribed or not delivered as agreed remain unaffected.
7. Problems with our products or services
Our satisfaction guarantee and cooling-off periods do not limit your rights if a product or service is faulty, misdescribed, not supplied with reasonable care and skill, or otherwise fails to meet applicable legal requirements.
Depending on the circumstances, remedies may include correction, repeat performance, a price reduction, a refund or compensation.
Contact [email protected] with details so we can investigate and put matters right. These rights may apply after the seven-day guarantee or statutory cooling-off period has ended.
Where we refund a payment because we failed to deliver the service paid for, we refund that affected payment in full without deducting processing fees.
Mandatory consumer protections in other countries also remain unaffected.
8. Requesting and receiving a refund
What to send us
For a guarantee or discretionary refund request, email [email protected] with:
The email address used for your purchase.
The product or subscription concerned.
A clear statement that you would like a refund.
An order number is helpful but not essential if we can otherwise identify your purchase. We may ask for reasonable information needed to locate the transaction or verify that the request is authorised.
Statutory cancellation notices can also be sent by post or through the EU withdrawal function described above.
Payment and timing
Eligible refunds under our seven-day guarantee will be issued without undue delay and within 14 days of your request.
Statutory cooling-off refunds will be issued without undue delay and within 14 days after we are informed of your decision to cancel. Any other applicable statutory deadline takes priority.
For discretionary refunds, we will confirm the amount and payment arrangements when agreeing the refund.
We normally refund using the original payment method. Any alternative requires your agreement and must not impose an additional charge. Your bank or payment provider may take additional time to display the credit.
Access and existing bets
Statutory withdrawal ends the affected contract when exercised; it does not wait for our refund processing. Access under that contract ends accordingly.
For a guarantee or discretionary refund that refunds a subscription period, we will end access for that period and stop future renewals when issuing the refund, unless we agree a different arrangement for a partial refund.
Ordinary cancellation without a refund leaves access in place until the end of the paid period, as explained in section 4.
Cancelling or refunding a Lightspeed purchase does not cancel or reverse bets submitted through Betfair. Any outstanding bets must be managed through Betfair.
Optional statutory cancellation form
Complete and send this form only if you wish to cancel your contract. Using it is optional.
To: BTC Software Services Limited, Fawcett & Co, Brunswick House, 86–88 Carholme Road, Lincoln, Lincolnshire, United Kingdom, LN1 1SP; [email protected]
I/We hereby give notice that I/we cancel my/our contract for the following service:
Service or subscription:
Ordered on:
Customer name(s):
Customer address:
Purchase email address:
Date:
Signature(s), only if submitted on paper:
Delete whichever of “I/We” and “my/our” does not apply.
