I’m Here
Last updated: 23 June 2026
This Refund Policy explains the terms under which refunds may be requested for paid products offered by I’m Here. Please read it carefully before making a purchase.
1. OUR PRODUCTS
I’m Here currently offers the following paid products:
Free tier: No payment required. 1-hour session, up to 5 waves.
Venue Pass (£4.99 one-time): A single-use, on-the-spot purchase that unlocks a 6-hour session with unlimited waves for use at a participating venue on the date of purchase.
Here+ Monthly (£9.99/month): A recurring monthly subscription providing extended session access and unlimited waves across all participating venues and events.
Here+ Annual (£59.99/year): A recurring annual subscription providing the same benefits as Here+ Monthly at a reduced annual rate.
2. VENUE PASS — NO REFUNDS
The Venue Pass is a one-time, on-the-spot purchase activated immediately at the point of sale for use at a specific venue session on that date. Because access is granted instantly upon purchase, the Venue Pass is non-refundable in all circumstances.
This is consistent with the exception to the 14-day cooling-off period under the Consumer Contracts Regulations 2013, which applies where digital content is supplied immediately and the consumer has given prior consent to the supply beginning before the cooling-off period ends.
We therefore strongly recommend that you are confident you wish to purchase a Venue Pass before completing the transaction.
3. HERE+ SUBSCRIPTIONS — CANCELLATION AND REFUNDS
Cancellation
You may cancel your Here+ subscription at any time by logging into your account and selecting ‘Cancel subscription’. Your cancellation will take effect at the end of your current paid billing period. You will retain access to Here+ benefits until that date.
We do not offer partial refunds for unused days within a billing period.
Cooling-Off Period
If you are a UK consumer, you have a 14-day right to cancel a subscription from the date of purchase under the Consumer Contracts Regulations 2013, provided you have not already accessed the subscription benefits. If you have accessed your Here+ benefits within the 14-day period, the cooling-off right is waived.
To exercise your right to cancel within 14 days without having accessed the service, contact us at support@im-here.live within 14 days of purchase. We will process your refund within 14 days of receiving your cancellation request.
Technical Failures
If you are unable to access the services due to a fault on our part (for example, a platform outage or technical error that prevents you from using your subscription), please contact us at support@im-here.live. We will investigate and, where appropriate, offer a partial credit or refund at our discretion.
Price Increases
If we increase the price of a subscription plan, we will notify you in advance and in accordance with applicable law. If you do not wish to continue at the new price, you may cancel before the new price takes effect and will not be charged the higher amount.
4. BANS AND ACCOUNT TERMINATION
Users who are permanently banned from the platform as a result of a violation of our Terms and Conditions or Community Guidelines and Safety Policy forfeit any remaining subscription period without entitlement to a refund. This applies to both Here+ Monthly and Here+ Annual subscriptions.
Where an account is suspended pending investigation, no refund is issued during the investigation period. If the suspension results in a permanent ban, the no-refund position above applies.
5. VENUE AVAILABILITY
Subscription fees are not refundable on the basis of reduced venue availability, venue withdrawal from the platform, or a lack of participating venues in your area. I’m Here makes no guarantee as to the number, location, or continued participation of any venue, event space, or event partner.
6. PAYMENTS
All payments are processed by Stripe. Refunds, where applicable, will be returned to the original payment method. Processing times may vary depending on your card provider, typically within 5 to 10 business days.
7. HOW TO REQUEST A REFUND
To request a refund where you believe one is applicable under this policy, please contact us at support@im-here.live with the subject line ‘Refund Request’. Please include your account email address and the reason for your request. We will respond within 5 business days.
8. STATUTORY RIGHTS
Nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation. If you believe your statutory rights have been breached, you may contact the Citizens Advice consumer helpline or the Financial Ombudsman Service where applicable.
Last updated: 23 June 2026.