Refund Policy

The Financial Times Limited (“FT”) has a straightforward refund policy that has been designed with our customers in mind. Full details of this policy are explained below. This refund policy is subject always to our terms and conditions. Unless indicated to the contrary, definitions in the terms and conditions will be used in this refund poilicy and capitalised for your convenience.

FT operates the following Paid for Services: FT.com Subscription Services, FT Bundled Subscription (subscription to both FT newspaper and FT.com) and FT Mobile services. The Financial Times newspaper has a separate refund policy for its delivery service; this is available at http://www.financialtimes.net/index_faq.html. FT reserves the right to vary or terminate the Paid For Services and does not guarantee that a Paid For Service will remain paid for or that a free-of-charge service will remain free-of-charge.

Ending your subscription

You may cancel your subscription to a Paid for Service at any time by contacting our Customer Services team at help@ft.com. Or alternatively, call +44 (0)207 775 6777 if you are in Europe, +1 800 628 8088 for US and Canada and +852 2905 5555 for Asia.

If you decide to end your subscription for a Paid For service, we will issue a pro-rata refund for any unused whole days remaining on your subscription on a pro-rata basis (a day is regarded as starting at 00.01 hours GMT). For example, if you end your subscription on day 15 of a 30-day subscription period, FT will automatically refund you the remaining 15 days of the subscription period.

Upgrades, downgrades and price plans

If you choose to change your level of service or payment periods, FT will adjust the remainder of your existing subscription accordingly. This means that where applicable, FT may refund you or credit your account with any amounts you have paid in advance that relate to any remaining period of your subscription.

For example, if you have a Premium annual subscription and change to a Standard monthly subscription, we will refund the remainder of your Premium subscription for the year and then charge you the new Standard monthly rate.

Any cancellation of your subscription will be effective once FT receives notice of it.

Customer satisfaction

If for any reason you are unhappy with any element of the subscription service, we will investigate every complaint and will endeavour to resolve any issues as quickly as possible.

Refunds

All refunds resulting from changes to your subscription will be credited to the payment card detailed on your ‘Manage Account’ pages on FT.com.

Failed transactions

Please ensure that your payment card details are kept up to date. If we are unable to process payment from your card, we regret that it will be necessary to suspend your access to the subscription sections of the Paid For services until you provide us with details of a valid credit card. You can do this by telephoning FT.com Customer Services on the numbers provided or by updating your card details on your FT.com ‘Manage Account’ page. You will still be liable for any outstanding payments that could not be met when your account was suspended.

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