This page explains how to cancel a Nuzu or Geocko subscription, when you can get a refund, and what to do if something goes wrong. It covers subscriptions bought on our website, subscriptions bought in the App Store or Google Play, and GI Studio client work. It is written in plain English and applies in addition to the terms of the product you bought.
A web purchase is only possible when a product page offers one. Where a product is not yet offered on the web, nothing on this page is charged to you.
Who you buy from
When you buy a subscription on our website, the sale is made by our payment partner, which is the seller of record and is named at checkout and on your receipt. The charge shows on your bank statement as LINK.COM followed by our name. Our payment partner takes your payment, handles sales tax and keeps your receipt.
Geocko Intelligence Ltd makes and runs Nuzu and Geocko. We are responsible for the product, for support and for putting things right.
Cancel any time
You can cancel a subscription at any time. There is no cancellation fee.
- Bought on our website: open your account in Nuzu or Geocko and choose Manage subscription. You can also cancel in your Link account, or from the link in your email receipt. Or email hello@geockointelligence.com from the address on your account with "Cancel" in the subject.
- Bought in the App Store or Google Play: cancel in your store's subscription settings. We cannot cancel a store subscription for you.
- Cancelling stops future renewals. You keep access until the end of the period you have paid for.
- Cancel before your renewal date to avoid the next charge. We email you before each yearly Nuzu renewal and each Geocko league renewal so you can cancel in time.
- Deleting your account does not cancel a subscription. Cancel the subscription first.
Your 14-day right to cancel
If you buy as a consumer in the UK, the law gives you 14 days to cancel most online purchases. Here is how that works for our subscriptions.
- At checkout we ask you to confirm that you want us to start straight away, and that you lose your 14-day right to cancel once it starts. You cannot place a web order without giving that confirmation. Once you have given it and your access has started, the 14-day right ends.
- If you did not give that confirmation, or we did not ask for it, you can cancel within 14 days of subscribing and we refund everything you paid.
- Nuzu yearly plans: you can also cancel within 14 days of each yearly renewal and we refund what you paid for the days you have not used. The refund is the amount paid, multiplied by the unused days, divided by the days in the period, rounded down to the penny. For example, if you cancel after 10 days of a 365-day year, you get back 355/365 of what you paid.
- Geocko leagues renew every three months. A renewal is not refunded in that way, but you can cancel at any time and the league stays paid until the end of the period you have paid for.
Other refunds
- A mistaken Nuzu renewal: if a Nuzu monthly plan renewed and you have not used Nuzu since, contact us within 14 days of the renewal and we will refund it.
- Something went wrong: a double charge, or a product that did not work for you and that we could not fix. Contact us and we will put it right, including a refund where that is fair.
- Faulty digital content: the law also gives you rights if digital content is not of satisfactory quality, not as described or not fit for its purpose. Those rights stay with you.
How to ask for a refund
- Email hello@geockointelligence.com from the address on your account.
- Put "Refund request" or "Cancel and refund" in the subject. Say which product you bought and roughly when.
- We reply within 2 working days. If we agree a refund, we pay it within 14 days, to the card or payment method you paid with.
For web purchases, refunds are paid through our payment partner. As the seller of record, it may also refund a web purchase itself to settle a problem, including within 60 days of the payment.
Problems and disputes
- Please write to us first at hello@geockointelligence.com. Most problems are solved faster this way than through a card dispute.
- For a web purchase, you can also ask for help through Link support, from your Link account or your email receipt.
- If we cannot agree, you can raise a dispute with your card issuer or bank. Our payment partner manages disputes on web purchases. Asking us first never takes that right away.
- Complaints about our products or this page go to the same address. We will tell you what we decided and why.
App Store and Google Play purchases
If you bought Nuzu or Geocko in the App Store or Google Play, Apple or Google took your payment and they decide refunds, under their rules. We cannot see or refund a store payment.
- Apple: request a refund at reportaproblem.apple.com. Instructions: Request a refund for apps or content you have bought from Apple. To cancel a subscription, see Apple's cancellation help.
- Google Play: see Google Play refund policies.
If a store refuses a refund and you think we should help, email us and we will look at it fairly.
GI Studio client work
GI Studio is workflow automation for businesses. It is not sold through the web checkout and is not a subscription you buy here. Each piece of work is agreed in writing in an engagement letter, which sets out the fees, what we deliver, how either side can end the work and what is refunded. The 14-day consumer right does not apply to business customers. If you have a question or a problem about GI Studio work, email hello@geockointelligence.com and quote your engagement letter.
Your legal rights
This page does not take away any right you have by law. Where the law gives you a wider right to cancel or to a refund than this page describes, the law applies. If you live outside the UK and your local law gives you stronger rights, those apply too.
Contact
Geocko Intelligence Ltd, registered in England and Wales, company number 17419911. Registered office: 128 City Road, London, EC1V 2NX Email: hello@geockointelligence.com