Refund Policy

Refund Policy

This Refund Policy applies to MotR, MotR+ and MotR Secure. It explains when a refund may apply and how it is processed.

Statutory rights come first

Nothing in this policy limits or excludes your statutory consumer rights, including rights under the Consumer Rights Act 2015 for faulty, misdescribed or unfit goods, and statutory cancellation rights for eligible distance contracts. Where a statutory right to a refund applies, it takes precedence over this policy.

When a refund may apply

• A device returned in line with our Returns Policy and your statutory cancellation rights.
• A confirmed faulty device, where your statutory remedies or our commercial warranty apply.
• A subscription cancelled in line with our Cancellation Policy and any statutory right to cancel.
• An order we are unable to fulfil or decline to accept.
• A billing error we identify on your account.

Change-of-mind vs faulty goods

For a change-of-mind return within a statutory cancellation period, any refund may be reduced to reflect a reduction in the value of goods caused by handling beyond what is necessary. For faulty goods, your statutory remedies (rejection, repair, replacement or price reduction) are not limited by whether the device has been installed or used.

How refunds are processed

Where a refund is due, we aim to process it to your original payment method within 5–10 working days. Refunds are made using the same method you used to pay where possible. Subscription refunds are assessed under our Cancellation Policy.

MotR Secure hardware

Refunds for MotR Secure hardware are assessed under our Returns Policy, Warranty Policy and these statutory principles. A dispatched or installed device is not automatically non-refundable; your statutory rights for faulty goods remain regardless of installation or use.

No automatic refund on cancellation

Cancelling a subscription stops future renewals but does not automatically trigger a refund for the current paid period. Where a statutory right to a refund applies, it is honoured.

MotR is a trading name of HELPYR LTD (company number 17109208), registered office: Gladstone Road, Chester, CH1 4BY, United Kingdom. For questions about this document, contact contact@motr.uk.