Vulnerable Customers Policy

1. What is vulnerability?

A customer may be vulnerable if they experience difficulty understanding information or controlling spending due to age, disability, financial difficulty, illness or cognitive impairment.

2. Under 18s

The service is strictly for adults aged 18+. If a user is found to be under 18:

• The PIN is deactivated
• Subscription cancelled
• Billing reviewed

3. Indicators of vulnerability

• Repeated confusion about billing
• Requests showing distress or impaired judgement
• Signs of financial difficulty

4. Support Actions

• Clear, simple explanations
• Optional cancellation of service to avoid financial risk
• Offering written confirmation where needed

5. Review Cycle

This policy is reviewed at least annually. Last updated: 15 Jan 2026.