Last updated: 29 July 2026

 

1. Subscriptions, billing and refunds

Grounded Connections operates as a membership-based subscription service.

 

1.1. Subscription

Access to certain features (including being included in monthly matches and accessing full meet-up details) requires a paid subscription (“Membership”). Details of Membership options, prices and billing periods are shown at the point of purchase within the App or on our website.

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Unless otherwise stated:

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Memberships are a reoccurring subscription based service. They are billed in advance and auto-renew at the end of each billing period.

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You can cancel your Membership at any time by accessing the billing portal: https://billing.stripe.com/p/login/bJeaEY4OX92I3Cl4Lsgw000 or contacting us over email: hello@groundedconnections.co.uk 

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Cancellation takes effect at the end of your current billing period; and

Fees are generally non-refundable, except where required by law or expressly stated otherwise in our refund policy.

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If a payment fails or your Membership expires, we may suspend or restrict your access to Membership features until payment is successfully completed.

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1.2. Refund Policy

We want every member to have a positive experience with Grounded Connections, and we'll always do our best to make things right if something hasn't gone to plan.

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1.2.1. When we will issue a refund

If you have completed your profile, set your availability, and opted in before connections go live on the new moon, and we are unable to place you into a connections group for any reason, we have not fulfilled our core service to you. Our usual process in this circumstance is to carry your membership fee forward until we are able to successfully match you with a group. If you would prefer a refund, we will happily provide one — just get in touch using the details below.

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If you choose to opt out of connections for a month, your membership will continue to run as normal and no refund will be issued for that period. By opting out rather than cancelling, you are choosing to retain access to your membership benefits, which include your previous group chats and the community events map — so you can still connect with previous matches and join local meetups organised by our ambassadors in the meantime. If you no longer wish to be charged, you can cancel your membership at any time through your Stripe billing portal.

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Beyond this, we consider refund requests on a case by case basis and will use our discretion to find a fair outcome. If you feel your experience hasn't met your expectations, please don't hesitate to get in touch.

 

1.2.2. How to request a refund

Simply email us at hello@groundedconnections.co.uk and we'll aim to respond within 72 hours. Please note that we are a small team and occasional delays beyond this may occur. Refunds are processed via Stripe and typically appear in your account within 5 to 10 working days, depending on your bank.

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1.2.3. Disputes and chargebacks

We'd always encourage you to contact us directly before raising a dispute with your bank. When a chargeback is submitted, our payment provider charges us a handling fee per dispute regardless of the outcome — meaning even a small disputed amount can result in a significant cost to us as a small business. We are always happy to discuss concerns and issue refunds where appropriate, so please do reach out first and we'll do everything we can to resolve things quickly and fairly.