Refund Policy

⚠️ Important: Digital Product Policy

Due to the instant digital nature of our products, refunds are generally not available once documents have been successfully generated and delivered. Please read this policy carefully before purchasing.

1. No Refund Policy Overview

SitePolicy.co.uk provides instantly delivered digital legal documents. Once your purchase is completed and documents are generated:

Documents are created immediately using your provided information
Files are delivered instantly via download and email
The service has been fully performed
Refunds are not available for successfully delivered products

2. Why We Don't Offer Standard Refunds

2.1 Digital Product Nature

Documents are customised and generated specifically for your business
Instant delivery means the service is immediately consumed
Unlike physical products, digital documents cannot be "returned"
Our costs are incurred immediately upon generation

2.2 Legal Compliance

Under the Consumer Contracts Regulations 2013, consumers lose the right to a 14-day cooling-off period for digital content that is delivered immediately with consent.

3. When We May Offer Refunds or Replacements

3.1 Technical Failures

We will offer a full refund if:

Payment was processed but documents were not generated
Technical system failure prevented document delivery
Downloaded files are corrupted or unreadable
Major system errors affected document quality

3.2 Service Defects

We may offer replacements or corrections for:

Factual errors in document templates caused by our system
Incorrect Companies House data integration
Formatting issues that make documents unusable
Missing sections due to technical problems

3.3 Exceptional Circumstances

We may consider refunds on a case-by-case basis for:

Significant service disruptions lasting over 24 hours
Demonstrable false advertising claims
Unauthorised charges to your payment method

4. What We Cannot Refund

Refunds will NOT be provided for:

Change of mind after documents are delivered
Incorrect information provided during generation
Documents that don't meet your specific legal needs
User errors in providing company details
Dissatisfaction with document content or style
Changes in your business after purchase
Preference for different legal wording
Decision to use alternative legal services

5. Before You Purchase

5.1 Preview and Information

To ensure satisfaction:

Review our FAQ section for detailed service information
Check sample document sections on our website
Verify your company details are accurate
Consider starting with individual documents before buying packs
Contact support if you have specific requirements

5.2 Free Resources

Before purchasing, consider:

Reading our free legal compliance guides
Using our website compliance checker
Reviewing whether our documents meet your needs

6. How to Request a Refund

📧 Contact Process

If you believe you qualify for a refund under this policy:

Email: [email protected]
Subject: "Refund Request"
Include your order confirmation and transaction details
Explain the specific issue and reason for the request
Provide evidence of technical problems if applicable

6.1 Information Required

To process refund requests, please provide:

Email address used for purchase
Order confirmation number or transaction ID
Date and time of purchase
Description of the problem
Screenshots of errors (if applicable)
Browser and device information for technical issues

6.2 Response Time

Acknowledgment: Within 24 hours
Investigation: Up to 5 business days
Resolution: Within 7 business days of initial request

7. Payment Disputes

7.1 Creem.io Processing

Payments are processed by Creem.io (our Merchant of Record). For payment disputes:

Contact us first at [email protected]
You may also contact Creem.io directly
We work with Creem.io to resolve payment issues

7.2 Chargeback Prevention

Before initiating chargebacks with your bank:

Contact our support team first
We may be able to resolve issues without involving banks
Chargebacks can be costly for small businesses like ours
We're committed to fair resolution of genuine problems

8. Alternative Solutions

8.1 Document Modifications

Instead of refunds, we may offer:

Corrected document versions
Additional guidance on implementation
Email support for customisation questions
Credit towards future purchases

8.2 Upgrade Options

If you purchased individual documents, you may:

Upgrade to the complete pack (pay the difference)
Purchase additional documents at the standard rate

9. Consumer Rights

This policy doesn't affect your statutory rights under:

Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Data Protection Act 2018

If you're not satisfied with our response, you may contact your local Trading Standards office or use alternative dispute resolution services.

10. Contact Information

For refund requests or questions about this policy:

Email: [email protected]
Response time: Within 24 hours for refund requests
Business hours: Monday-Friday, 9 AM - 6 PM (GMT/BST)

Questions about our service?

Get in Touch