Refunds and cancellations

Manage or cancel a subscription

Sign in to your account, open Manage subscription, and use the Stripe billing portal. You can update your payment method, view invoices and cancel the subscription there. A normal cancellation takes effect at the end of the current paid period; your venue remains available until then.

Payment recovery

If a payment fails, open Open Stripe billing from the account panel and update the payment method or retry the invoice. The Racker may allow a short grace period. If payment is not recovered, venue-management and new-booking features may be suspended. Starting a second subscription is not necessary while an existing Stripe subscription is being recovered.

When we review refunds

If you believe you were charged in error, email info@theracker.co.uk with the account email, invoice or payment reference, and a short explanation. We review duplicate charges, billing mistakes and exceptional refund requests fairly and in accordance with applicable law. Stripe may appear on your statement as the payment processor.

Where a refund is approved, it is normally returned through the original payment method. Processing times can depend on Stripe and your card provider.

Customer table bookings

The Racker provides the booking software, but the venue provides the table session. A customer who needs to change or cancel a table booking should follow the venue’s stated booking rules or contact the venue directly. Refunds for a venue’s table booking are normally a matter between the customer and that venue.

Prices and taxes

Prices are shown in GBP. Any applicable taxes are shown by Stripe before payment. Prices, founding offers and terms may change; the final subscription amount is shown by Stripe before payment.

Contact

For billing support, email info@theracker.co.uk.

Please do not send full card numbers by email. Stripe handles card details securely through its billing portal.