Refunds & cancellations
Last updated 10 October 2026
Pushback letters
Your letter is generated as soon as you pay, and at checkout you ask us to do that and agree that the 14-day cancellation right ends once it is created (Consumer Contracts Regulations 2013, regulation 37). Upgrades work the same way. So there are no refunds for a change of mind once your letter has been generated.
Before you pay, we check the photos of your notice against your answers and look over your letter, and show you anything that doesn't match so you can fix it first.
If our letter has a fault (a date we worked out wrongly, a point you chose that's missing, or a technical fault), tell us and we'll fix it. If we can't fix it, we'll refund you in full. Details you gave us that turn out to be wrong aren't a fault in the letter: you can change them on your case page at any time and your letters update straight away.
If the check found no clear grounds and you chose to buy a letter anyway, you confirmed at checkout that you understood this, so it isn't a reason for a refund. Nor is a decision by the operator, council, POPLA, the IAS or a tribunal: nobody can promise an outcome.
When we refund a package in full, the letters and reminders it unlocked are removed from your case page (anything we've already emailed you is yours to keep), and we email you to confirm. If you upgraded and we refund only the upgrade, your case goes back to the package you had before. Nothing here affects your statutory rights.
How refunds are paid
Refunds go back to the card you paid with. Once we've sent a refund, it normally shows on your statement within 5 to 10 working days, depending on your bank.