Contents
1. Overview
This policy explains when you can cancel and when you can get your money back. It sits alongside our Terms & Conditions.
The Decided is a personal service delivered by a person. The work happens up front, in reading your application, interviewing you, and searching for people who fit. That is why refund rights narrow once the service has started, and why we are careful to tell you exactly when that moment is.
2. Tiers and fees
- The Register — £195 for 12 months
- Membership — £1,500 for 12 months, including a professional photoshoot
- “Bring a Friend” Membership — £1,300 each for 12 months, including a photoshoot each, where two childfree people join together
Applying is free and carries no obligation. Fees are payable in advance once an application is accepted.
3. Cooling-off period
Because you buy at a distance, you have 14 days from purchase to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Within that window, and before the service has commenced, you get a full refund with no reason required.
4. When the service begins
For refund purposes, the service commences when your interview takes place.
Work we do before that — reading your application, preparing for the call, scheduling — does not count as commencement. Up to the moment of the interview, you are within the cooling-off framework above.
5. Refunds after commencement
Once the service has commenced, fees are non-refundable except where UK law requires otherwise.
Dissatisfaction with the outcome of an introduction, with the timing of introductions, or with the number of people available does not entitle you to a refund where the service has been delivered as described. Unused introductions are not refundable.
6. Pausing instead of refunding
Most of the reasons people ask for a refund are better solved by pausing. If you meet someone independently, or life gets in the way, tell us and we will pause your membership for up to twelve months. The paused time does not count against your period, and you resume with what you had left.
7. Cancelling
You may cancel at any time by emailing hello@sparkedconnection.com. Matchmaking activity stops on cancellation. Fees already paid remain non-refundable once the service has commenced. Where appropriate, we may offer an extension instead of a refund.
8. The photoshoot
The professional photoshoot included with both paid memberships is delivered by an independent photographer. It has no separate cash value, cannot be exchanged for a reduction in fee, and is not refundable once a session has been booked or taken. If you cancel within the cooling-off period and before a session is booked, nothing is deducted.
9. “Bring a Friend” memberships
Each person who joins under the “Bring a Friend” rate holds their own contract with us. Cancellation, cooling-off and refunds are assessed individually, and one person cancelling does not end the other's membership.
Where one applicant is declined, the other may proceed at the standard £1,500 rate or withdraw and pay nothing. Where one person cancels after both have started, the other continues at the rate they paid; we will not ask them to make up the difference.
10. The Register
The Register is a twelve-month place in the matched pool with no active search. Within the 14-day cooling-off period, and before your interview, it is fully refundable. After the interview it is non-refundable, because the interview is the service.
11. Suspension or termination by us
Where we end a membership because of false information, a breach of eligibility, or unacceptable behaviour, fees are not refunded and we are under no obligation to continue or extend.
12. Exceptional circumstances
We may offer a partial refund or an alternative arrangement in exceptional circumstances. Any such decision is at our discretion and does not set a precedent.
13. Statutory rights
Nothing in this policy affects your statutory rights under UK consumer law.