Nell Reserve a founding place
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Refund and pre-order policy

Last updated 16 August 2026. Applies to every founding-place reservation made on nellanswers.com.

The short version. Reserving a founding place is a pre-order. Nothing is charged today. Your first payment is taken when Nell launches, estimated November 2026, and never before you can use her. Before that first payment, and for 30 days after it, you can cancel and get every penny back by sending one email. No forms, no questions.

1. What you are buying

A founding-place reservation is a pre-order of a monthly subscription to Nell, an automated telephone receptionist service that is still being built. By reserving you are not buying access to a working service today. You are reserving a place at the founding price of £19 a month (GBP), to start when Nell launches.

Our current estimate for launch is November 2026. That is an estimate, not a promise. Software launches slip, and if this one does, section 3 explains what happens to your money (nothing).

2. How payment works

  • Payments are handled by Stripe. When you reserve, Stripe checks that your card is valid and saves it. £0 is charged at reservation.
  • Your first payment of £19 is taken on the day Nell launches for you, and monthly after that on the same date. “Launches for you” means Nell is live on a number you can forward to and can book into your booking system, and we have offered you a set-up call.
  • We email you at least 7 days before your first payment is taken.
  • The £19 founding rate stays £19 for as long as your subscription stays active. If you cancel and come back later, the price then is the public price (currently planned at £99 a month).
  • Your bank statement will show NELLANSWERS.

3. If launch is delayed

If Nell has not launched for you by the time your first payment would otherwise be due, we move your first payment date back. You are never charged before you have a working service. If you have somehow been charged before launch, tell us and we refund it in full without debate.

4. Our refund promise

  • Before your first payment: cancel at any time. There is nothing to refund because nothing has been charged. Your saved card is deleted.
  • Within 30 days of your first payment: full refund of everything paid, on request, whatever the reason.
  • After the first 30 days: cancel at any time; your subscription ends at the end of the month you have paid for and no further payments are taken. We do not offer partial-month refunds after the first 30 days.
  • If we cancel or cannot launch: every founding-place holder who has paid anything gets a full refund automatically, to the original card, and an email explaining why.
  • If the launched service is materially different from what this site described when you reserved (for example it does not book into the system we said it would for you), you can cancel and get a full refund of anything paid.

5. How to cancel or ask for a refund

Email support@nellanswers.com from the address you reserved with, with “Cancel” or “Refund” in the subject. That is the whole process. We confirm by email within 3 working days and refunds are issued to the original card within 5 working days of your request. Banks typically take a further 5 to 10 working days to show the money.

6. How we keep you informed

Founding-place holders receive an email from the founder roughly once a month with what has been built, what has not, the current launch estimate, and the first recordings of Nell. You will also get an email before your first payment and an email on launch day. These are service messages about your pre-order, not marketing.

7. Your statutory rights

Nothing in this policy reduces any rights you have under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where they apply to you. Where those regulations apply, you have a 14-day right to cancel a distance contract; our refund promise above is longer and applies to businesses too.

8. Changes to this policy

If we change this policy, the change applies to reservations made after the change. Your reservation keeps the policy that was in force when you made it, unless the change is in your favour.

9. Who we are

Nell is a trading name of James Barkway, a sole trader, 182-184 High Street North, East Ham, London E6 2JA. Email support@nellanswers.com.