Refund Policy

1. Overview

Claim Builder provides a digital platform that allows tenants to build and download professional housing disrepair claim packs. Because our service delivers digital documents that are immediately accessible upon payment, our refund policy reflects the nature of these digital goods.

2. Digital Products & Immediate Access

When you purchase a claim pack or credits on our platform, you gain immediate access to digital content. By completing your purchase, you acknowledge and agree that:

• The service is delivered digitally and is available immediately upon payment
• You waive your right to a 14-day cooling-off period under the Consumer Contracts Regulations 2013, as the digital content has been made available to you with your prior consent
• Downloaded or generated documents cannot be "returned"

3. When Refunds Are Available

We will consider refund requests in the following circumstances:

• Technical failure: If a technical error on our platform prevented you from accessing or downloading your documents after payment, and we are unable to resolve the issue within 48 hours
• Duplicate payment: If you were charged more than once for the same purchase due to a payment processing error
• Unauthorised transaction: If you did not authorise the payment and can provide evidence of this

4. When Refunds Are Not Available

Refunds will not be issued in the following circumstances:

• You have successfully downloaded or accessed your claim pack documents
• You have changed your mind after purchase
• Your claim was unsuccessful or did not achieve the outcome you hoped for
• You entered incorrect information into the claim builder
• You no longer require the documents
• Unused credits (except where required by law)

5. How to Request a Refund

To request a refund, please contact us within 14 days of your purchase date. Your request must include:

• Your full name and registered email address
• The date of purchase and order reference number
• A clear description of the reason for your refund request
• Any supporting evidence (e.g. screenshots of technical errors)

6. Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days. Refunds are processed via Stripe, our payment provider. The time for funds to appear in your account may vary depending on your bank or card issuer.

7. Chargebacks

If you initiate a chargeback with your bank or card provider without first contacting us, we reserve the right to suspend your account pending investigation. We encourage you to contact us directly to resolve any payment disputes before raising a chargeback.

8. Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If you believe our service was not delivered as described, you may be entitled to a remedy under your statutory rights regardless of this policy.

9. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated date. Your continued use of our services after changes constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions about this Refund Policy, please contact us at: