LegalSubscription, Billing & Refund Policy
Subscription, Billing & Refund Policy
1. Scope
1.1 This Subscription, Billing & Refund Policy (the Billing Policy) explains plans, charges, renewal, cancellation, price changes, and refunds for the Services operated by Nativity Ltd (Optimal, we, us).
1.2 This Billing Policy is incorporated into the Terms of Service. If this Billing Policy and the Terms conflict on a billing topic, this Billing Policy controls for that topic. Otherwise the Terms control.
1.3 How we handle personal data related to accounts and billing is described in the Privacy Policy.
1.4 The Services are informational nutrition-planning tools, not medical care. Buying a paid plan does not create a clinician-patient relationship and does not change the Medical Disclaimer.
2. Plans
2.1 We may offer a Free plan and paid plans. Paid plans may use display names such as Premium, Premium Plus, and any higher plan shown in-product. Those names are labels. We may rename or rebalance plans.
2.2 What a plan includes is shown in-product at checkout or in account settings. This Billing Policy does not freeze a feature list.
2.3 The Free plan has no subscription fee. It is still subject to the Terms, the Acceptable Use Policy, and fair-use limits.
2.4 Paid plans are recurring subscriptions. The billing interval, currency, taxes, and total due are shown before you complete purchase.
2.5 We may grant promotional, beta, or complimentary access to paid features. That access may end on notice or at the end of a stated period. Where the Terms or the Acceptable Use Policy are not adhered to, it can end at once.
2.6 Subscriptions are tied to your Optimal account, not to a specific device. Sharing credentials to get around plan limits is not allowed.
3. Pricing, Taxes, Currency
3.1 The price you agree to is the price shown at checkout, or in a written order form we provide, exclusive or inclusive of tax as labeled.
3.2 Applicable sales tax, VAT, GST, or similar may be calculated and collected by us and/or the Billing Provider based on location and tax rules. The tax amount can change if your billing address or applicable law changes.
3.3 Charges are in the currency shown at checkout. Foreign-exchange or card-issuer fees are your responsibility.
3.4 We do not charge a separate setup fee unless it is clearly disclosed before purchase. Bank, network, or carrier fees are outside our control.
4. How Payment Works
4.1 When you buy a paid plan, an external Billing Provider handles payment instrument collection, authorization, settlement, receipts, and related merchant functions.
4.2 Optimal does not store full payment card numbers. We may store non-sensitive billing metadata needed to run the product, such as plan, subscription status, renewal date, Billing Provider identifiers, card brand or last four digits if the Billing Provider returns them, country, and failure reason codes.
4.3 Use of the Billing Provider’s checkout or customer portal may also be subject to that provider’s terms and privacy notice.
4.4 Accepted payment methods are those the Billing Provider enables at checkout. You authorize recurring charges to the selected method for the life of the subscription.
4.5 If a renewal charge fails, we and/or the Billing Provider may retry, notify you, and suspend or downgrade paid access until payment succeeds. You remain responsible for amounts owed for periods already provided, except where mandatory law requires otherwise.
4.6 We may keep billing records as needed for accounting, tax, fraud prevention, and legal compliance. See the Privacy Policy.
4.7 Your billing region. You choose your billing region once, and it must be the country where you live. Choosing a country where you do not live is not allowed and breaks these Terms. It remains the same on your account and is recorded on every order. We use it to show you the checkout, withdrawal and renewal information that applies. To change it, for example if you move, submit a support request with evidence to [email protected], and we will update it after we review the evidence and consider the validity of the request. Orders that have already been placed will keep the country under which they were made. If your country is not listed, we will show you the information and requests required in the EU, the EEA, the UK and the United States. Choosing a billing region does not take away any right the law gives you where you live and mandatory consumer rights of the country where you live still apply (Section 10.1).
5. Auto-Renewal
5.1 Unless checkout states a one-time, non-renewing purchase, paid subscriptions renew automatically at the end of each billing period for a successive period of equal length (or as otherwise clearly disclosed), at the then-current price for your plan (subject to Section 7), until you cancel.
5.2 By confirming a paid subscription, you authorize us and the Billing Provider to charge your payment method for the first period and for each renewal until you cancel.
5.3 Renewal charges typically process at or shortly before the start of the next period. Exact timing may depend on the Billing Provider.
5.4 Where required by law, or as a matter of practice for longer terms, we and/or the Billing Provider may send a renewal reminder. Not receiving a reminder does not, by itself, void a properly disclosed auto-renewal, except where mandatory consumer law says otherwise.
5.5 Checkout will state at least: plan name, price, billing interval, that the plan auto-renews, and how to cancel.
6. Trials & Introductory Offers
6.1 If we offer a free trial or introductory price, we will disclose the duration, the regular price afterward, and whether payment details are required up front before you start.
6.2 Unless you cancel before the end of the trial (or before the first paid charge, as disclosed), the subscription converts to a paid auto-renewing plan and your payment method is charged.
6.3 We may limit trials to one per person or account. Abuse of trials may end the offer.
7. Price Changes
7.1 We may modify the price of a subscription for any future billing period. A change will not alter an amount you have paid for a period that has already begun.
7.2 We may modify the price of a plan only for one of the following reasons: the prices charged to us by sub-processors and providers in use have changed; the fees charged to us for processing payments have changed; the cost of hosting the service has changed; or tax or the law has changed. For a cost reason, the price may change by more or less than the change in that cost, but by no more than 25% in any 12 months. We will not modify the price of your plan more than once in any 12 months. When a plan's price has moved further than the cap allows, your price may move toward it in steps, one step in any 12 months, to the lower of the plan's current price and the old price plus a cap.
7.3 We will contact you with information on and a reason for the price change, including the date it takes effect. We will provide at least 30 days notice before that date, and longer where the law requires, and display the notice on your plan page. The new price will take effect on the next renewal on or after that date, not in the middle of a period you have paid for. This applies to both monthly and annual plans.
7.4 What actions you can take depend on your billing country. If your billing country is the United Kingdom or the United States: if you do not want the new price, you must cancel before it takes effect. You will keep your access until the end of the period you have paid for, and you will not be charged the new price. For every other billing country: the new price applies to your plan only if it is confirmed by you. If you do not confirm before the date in the notice, your plan will end on that date, you keep full access until that time and nothing is charged. You can return to the plan at any time afterwards and you will be charged the new price.
7.5 If the price of your plan decreases, you will pay the lower price from the next renewal.
7.6 Changes in tax rates or mandatory regulatory fees may change the total paid without characterization as a change to the price of the plan. We will display the amount due without ambiguity.
8. Cancellation
8.1 You may cancel a paid subscription:
- in-product, in account or subscription settings;
- through the Billing Provider customer portal or cancellation link, if provided;
- using the cancellation button on our website, where one is shown for your country. You do not need to sign in to use it;
- by emailing [email protected] from the email address on your account. Identity verification may be required in order to process the cancellation.
8.2 Upon cancellation, we will immediately stop future renewals and display the date that paid access will end. Paid access continues until that date, which is the end of the period which has already been paid. After that the account will return to the Free plan or another status we disclose. A cancellation can be reversed until that date.
8.2A Cancellation is not the same as withdrawal. If you are inside the 14-day withdrawal period and want the contract to end immediately, you must use Withdraw (Section 10). Cancellation does not do that, and neither is the same as deleting your account (Section 8.4).
8.3 Cancellation does not, by default, refund the remainder of an already-paid period, except as stated in Section 9 or required by law (including withdrawal rights in Section 10).
8.3A If you transition to a lower plan during a paid period, the difference will be held as a credit on your account and taken off your next payment. If your subscription ends, or your account is deleted, while a credit from a change of plan is still unused, we will refund it to the original payment method. If we cannot refund that payment method, contact [email protected] and we will refund another way. A credit that was given free of charge, as a discount, or a goodwill credit, has no cash value and is not refunded.
8.4 Closing your account is not the same as canceling your subscription, but deleting your account ends it. If you delete your account while a paid subscription is active, we will immediately cancel the subscription so charges stop, and paid access ends with the account. The rest of the paid period will not be refunded, except as stated in Section 9 or required by law. If you are within the 14-day withdrawal period, deleting your account is not withdrawing. You must withdraw first (Section 10) if you want the Section 10 refund. If your account is deleted, any unspent AI credit balance will be forfeited and will not be refunded, and any unused credit from a change of plan will be refunded (Section 8.3A). After your account is deleted we keep our pseudonymised record of each payment until the end of the seventh calendar year after the year of payment, or as tax and accounting law may require. See Section 13 of the Privacy Policy. Contact [email protected] if you need help.
8.5 If you start a chargeback without first contacting us where a good-faith dispute could be resolved, we may suspend the account pending investigation. Please contact [email protected] first.
9. Refunds
9.1 Except where mandatory consumer law requires a refund, including applicable withdrawal rights, or where we expressly promise a money-back guarantee for a campaign:
- fees for digital subscription access already provided are generally not refundable;
- if you withdraw under Section 10, we return the amount Section 10.5 says is due;
- we may, at our discretion, issue a full or partial refund or service credit for goodwill, a technical failure attributable to us, or a duplicate charge.
9.2 If you see a duplicate or erroneous charge, contact [email protected] promptly with the approximate date, amount, and account email. Verified duplicate or erroneous charges will be refunded or reversed.
9.3 If a sustained, material outage of paid features is caused by us and is not excused under the Terms, you may request a proportional credit or refund for the affected paid period. We will assess that request in good faith.
9.4 No refund is due if we terminate or suspend access for your material breach of the Terms, the Acceptable Use Policy, or fraud, except as mandatory law requires.
9.5 When a refund is granted, it is issued to the original payment method via the Billing Provider. Timing depends on card networks and banks. If we cannot refund that payment method, we will contact you in order to pay by another way you agree to.
9.6 To request a refund, email [email protected] (and copy [email protected] if you are asserting a legal right) with your account email, plan name, approximate purchase or renewal date, and reason. We may ask for additional verification.
10. Consumer Withdrawal & Mandatory Rights
10.1 Nothing in this Billing Policy limits non-waivable consumer rights under the laws of EU/EEA, UK, Australia, Singapore, Hong Kong, and other regions with non-waivable consumer protections or other applicable jurisdictions. This applies regardless of which billing region is recorded on your account (Section 4.7).
10.2 EU/EEA and UK. If you are a consumer habitually resident in the EU, EEA, or UK and you enter a distance contract for paid Services, you may have a statutory right to withdraw, without reason, within 14 days of concluding the contract, subject to the exceptions and conditions in applicable consumer-contract law. Your paid plan will commence when you confirm checkout and your payment is accepted, and the 14 days count from that day.
10.3 Your paid plan will commence as soon as your payment is accepted. At checkout you may request us to start it now by ticking a box, and you cannot purchase a plan without it, because the plan cannot start later. The box states that you have requested us to start immediately, you acknowledge that you will lose the right to withdraw only once the service has been fully provided, and that if you withdraw before then you will pay a proportionate amount for the days already provided. For a monthly or yearly plan the service is fully provided at the end of the period you paid for, not when your access begins. If you were not informed about the proportionate amount before you agreed, you will pay nothing for the days already provided and we will refund the full price.
10.4 There are several options for how to withdraw. You can use Withdraw in your account settings, which requires two steps, and we will email you a confirmation at once. You may also send a clear statement to [email protected] or [email protected], which must include your name, account email, and subscription identifier if you have it.
10.5 Withdrawing will immediately end your paid plan and your account will return to the Free plan. If a proportionate amount applies (Section 10.3), it is the price multiplied by the share of the paid period that had already passed when you told us, counted in days, with no minimum charge. We will send the refund to the original payment method without undue delay, and no later than 14 days after we received your withdrawal. If your bank is unable to process the return, we will contact you in order to pay by another way you agree to.
11. Changes To Plans & This Policy
11.1 We may add, change, or discontinue plan features, rename display labels, or rebalance entitlements. If we materially reduce paid entitlements mid-period, we will handle that fairly (for example, notice, continued access through period end, or a migration option), without limiting rights under mandatory law.
11.2 If we discontinue an entire paid plan, we will give reasonable notice and a path to cancel or migrate.
11.3 We may update this Billing Policy. Material changes to paid billing terms may require renewed acceptance or prominent notice before they apply to you. The Version and Effective date at the top identify the current edition.
12. Business & Enterprise
This Billing Policy is written primarily for individual consumers. If we offer organizational, multi-seat, or enterprise agreements, a signed order form may control commercial terms where it says so.
12A. Gift Plans
12A.1 A gift plan is a prepaid plan for a fixed term that one person buys for another. The recipient redeems it once, through a link.
12A.2 A gift can be redeemed by anyone in possession of the gift link. Therefore, the buyer should keep the link safe and only share it with the intended recipient. We are not responsible for ensuring that the gift is redeemed by the intended recipient and, to the extent the law allows, we are not liable for any loss that results from the link being shared with, lost by, or redeemed by someone other than the intended recipient.
12A.3 A gift can be redeemed within five years of purchase. A gift that is not redeemed in that time expires. The term starts on the day the gift is redeemed.
12A.4 A gift plan does not renew. When its term ends, the account returns to the Free plan, unless the recipient has subscribed to a paid plan. A paid subscription replaces an active gift.
12A.5 A gift is a one-off purchase and has no cash value. Gift purchases are final and cannot be refunded or exchanged, except where mandatory consumer law gives the buyer a right (Section 10). If you are a consumer in the EU, the EEA or the UK, you can withdraw without reason from buying a gift within 14 days of purchase, using Withdraw on your gift's page or by writing to [email protected]. We will refund the full price. If the gift has already been redeemed, the recipient's plan immediately ends and we will not notify them.
12A.6 The recipient's use of the plan is subject to the Terms of Service.
12A.7 Deleting your account does not cancel a gift plan that has not yet been redeemed. The link will continue to work until the end of its redemption period.
12A.8 Worldwide gift. A worldwide gift can be used by anyone in any country, subject to Terms. Taxes are included in the price.
12A.9 If the plan is no longer available. If the plan a gift was bought for is no longer available when the gift is redeemed, we will offer the buyer a refund, or the recipient a comparable plan or a credit towards a current plan.
12B. AI Credit Packs
AI credit packs. A credit pack is a one-off purchase of AI credits, delivered to your account as soon as your payment is accepted. Credits do not expire and are spent after your monthly allowance runs out. We do not refund unused credits, except where a mandatory law prevails. If you are in the EU, the EEA or the UK, we will deliver the credits straight away only when you request this. You acknowledge that you lose your right to withdraw once they have been delivered. If you do not, we cannot deliver them. Credits are forfeited if your account is deleted (Section 8.4).
13. Contact
| Topic | Contact |
|---|---|
| Billing support, cancellation, and refunds | [email protected] |
| Legal notices | [email protected] |
| Privacy | [email protected] |
| Operator | Nativity Ltd, 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF |
See also the Terms of Service, Privacy Policy, and Medical Disclaimer.