Legal
Billing, cancellation and refunds
Last updated 21 August 2026
The short version
- Paid plans are £5 or £29 a month in pounds sterling, charged in advance.
- Cancel any time, from your account, in a couple of clicks. No phone call, no retention offer.
- Cancelling stops the next charge. Your monitors keep running to the end of the period you paid for.
- Consumers in the UK and EU have a 14-day right to cancel a new subscription. See section 6.
- If the service did not do what we said it would, email us. We would rather refund you than argue.
1. What we sell
We sell subscription access to lookout.host, a website monitoring service. It is a digital service delivered over the internet. There are no physical goods, so nothing is shipped and there is nothing to return.
2. Prices and currency
Current plans:
| Plan | Price | Billing |
|---|---|---|
| Free | £0 | No card required, no charge, no expiry |
| Pro | £5 per month | Monthly in advance |
| Business | £29 per month | Monthly in advance |
All prices are in pounds sterling (GBP) and are the total payable — we are not currently registered for VAT, so no VAT is added. If your card is denominated in another currency, your bank will convert at its own rate and may add a fee we neither set nor receive.
Plan features and limits are listed on lookout.host and form part of what you are buying.
3. When you are charged
Your first charge is taken when you start a paid plan. After that you are charged on the same day each month until you cancel.
Payments are processed by Stripe. We do not receive or store your full card number.
Upgrading mid-cycle takes effect immediately and is charged pro rata. Downgrading takes effect at the end of the current period, so you keep what you paid for until then.
4. Getting access
Access is immediate. As soon as payment succeeds, the plan’s limits apply to your account and your monitors begin running at the new cadence — usually within a minute. There is no waiting period and nothing to install.
5. Cancelling
You can cancel a paid plan at any time from the billing section of your account. It takes a couple of clicks, and we do not put anything in the way of it.
When you cancel:
- no further payments are taken;
- your monitors keep running, at your paid cadence, until the end of the period you have already paid for;
- after that the account drops to the free plan — it is not deleted, and your history is kept subject to the free plan’s retention;
- you can restart a paid plan later without losing your configuration.
If you want the account removed entirely rather than downgraded, see Delete your account.
If you cannot reach the cancellation control for any reason, email [email protected] and we will cancel it for you. We will not use that email as an excuse to try to talk you out of it.
6. Your 14-day right to cancel
This section applies if you are a consumer — buying outside a business — in the UK or EU.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days from starting a subscription to change your mind and get your money back.
Because access begins immediately, that period works like this: if you cancel within 14 days, we will refund what you paid, less a proportionate amount for the days you actually had the paid service. In practice, on a £5 monthly plan that means a nearly full refund, and we will usually just refund the whole thing rather than quibble over pennies.
To use this right, email [email protected] within 14 days of your first payment. You do not need to give a reason. We will refund to your original payment method within 14 days of accepting the request.
7. Refunds outside the 14 days
After the first 14 days, monthly subscriptions are not automatically refundable — cancelling stops the next charge rather than reversing the last one. That said, we will refund you in these circumstances:
- The service did not work as described. If checks were not running, alerts were not sent when they should have been, or a feature you paid for was unavailable, tell us and we will refund the affected period. This is your right under the Consumer Rights Act 2015 and we do not intend to make you cite it.
- You were charged after cancelling. Refunded in full, immediately.
- Duplicate or accidental charges. Refunded in full.
- You forgot to cancel and have not used the service. If you email us shortly after a renewal you did not intend and the account shows no meaningful use, we will refund it. We would rather do that than take money from someone who did not want to spend it.
Refunds go back to the card or method originally charged. Stripe typically takes 5 to 10 working days to make the money visible on your statement; that part is out of our hands.
8. Failed payments
If a payment fails, Stripe retries it over the following days and we will email you. If it still has not cleared after those retries, your account moves to the free plan. Your configuration and history are kept — we will not delete your monitors over a declined card without telling you first.
9. Price changes
If we change the price of a plan you are on, we will email you at least 30 days before it takes effect. You can cancel before the new price applies. We will not quietly increase what you pay.
10. Charges you do not recognise
Payments from us appear on your card statement as TESSERACT HOSTING or LOOKOUT.HOST. Tesseract Hosting is the business behind lookout.host, so either one is us.
If you see a charge you do not recognise, please email [email protected] before raising a dispute with your bank. We can normally identify a payment within a few hours and refund it on the spot if it should not have been taken. A chargeback takes weeks, costs us a fee, and gets you your money more slowly than simply asking.
11. How to ask for a refund
Email [email protected] from the address on the account, and include the date of the charge and roughly what went wrong. That is the whole process — there is no form.
We aim to reply within one working day and to make a decision within three. If we are going to say no, we will explain why, and tell you how to escalate.