Refund Policy

1. Overview

At FixMyFile, we are committed to providing high-quality document drafting services. This Refund Policy outlines the circumstances under which refunds may be granted.

2. Cooling-Off Period (14 Days)

You have the right to cancel your contract within 14 days of signing, in accordance with the Consumer Contracts Regulations 2013. If you cancel during this period:

• If we have not yet commenced work, you will receive a full refund
• If we have commenced work with your consent, you will be charged for work completed to date, with the balance refunded

3. Service Commencement

By providing payment and documentation, you expressly request that we begin work immediately, which may result in the loss of your 14-day cooling-off period rights if work is completed within that time.

4. Refunds After Work Has Commenced

Once work has commenced (after the 14-day period), refunds are handled as follows:

• Full refund: Only if we fail to provide the agreed services due to our fault
• Partial refund: May be granted if services are partially completed
• No refund: If the case is unsuccessful due to factors beyond our control (e.g., lack of evidence, third-party decisions)

5. Circumstances Where Refunds Are Not Granted

Refunds will not be provided in the following situations:

• The institution or credit reference agency rejects our submissions (outcome is beyond our control)
• You fail to provide required documentation or information
• You engage directly with the disputed party against our advice
• Work has been completed as agreed, regardless of outcome
• You request cancellation after work has substantially commenced

6. Payment Plans

If you are on a payment plan:

• Refunds (if applicable) will be calculated based on payments made to date
• Cancellation does not absolve you of payment obligations for work already completed
• Outstanding balances remain due even if you cancel

7. How to Request a Refund

To request a refund:

1. Contact us via email at info@fixmyfile.co.uk or phone at 0800 009 6089
2. Provide your case reference number and reason for refund request
3. We will review your request and respond within 14 business days
4. If approved, refunds will be processed within 14 days to the original payment method

8. Disputes

If your refund request is denied and you wish to dispute the decision, please refer to our Complaints Procedure.

9. Contact Information

For refund enquiries:

Email: info@fixmyfile.co.uk
Phone: 0800 009 6089
Website: www.fixmyfile.co.uk