Refund Policy

1. Digital Products - No Refunds

No Refunds For:

• One-Time Products: Notice Only, Complete Eviction Pack, Money Claim Pack, Standard AST, Premium AST - all documents are instantly delivered
• HMO Pro Subscriptions: You can cancel anytime, but we don't refund partial months (see subscription terms below)
• Downloaded Documents: Once you have accessed your documents
• User Error: Incorrect information provided during document generation

Exceptions:

• Technical Errors: If you were unable to access your documents due to a system error on our end
• Duplicate Charges: If you were charged twice for the same purchase
• Fraudulent Purchases: Unauthorized use of your payment method

2. How to Report Issues

3. Refund Processing Time (For Approved Cases)

If your refund request is approved based on the exceptions listed above:

• Investigation: 24-48 hours to review your case
• Processing: 5-7 business days to original payment method (if approved)
• Bank Processing: Additional 3-5 business days depending on your bank

Total time: Usually 7-14 business days from request to funds in your account (for approved refunds only)

4. HMO Pro Subscription Terms

HMO Pro is a monthly subscription with special cancellation terms:

During 7-Day Free Trial:

• Cancel Anytime: No charge if cancelled before trial ends
• No Refund Needed: You won't be charged if you cancel during trial

After Trial (Paid Subscription):

• Cancel Anytime: From your dashboard settings
• Access Until End of Period: You keep access until the end of your current billing cycle
• No Partial Refunds: We don't refund partial months
• No Future Charges: Once cancelled, no further billing occurs

5. What Happens If a Refund is Approved?

• Document Access: You will lose access to generated documents
• Account: Your account remains active for future purchases
• Cloud Storage: Documents associated with the refunded order will be deleted
• Support: You can still contact support for future help

6. Special Cases

Fraudulent Purchases:

If your card was used without authorization, contact your bank immediately for a chargeback. Also notify us at support@landlordheaven.co.uk so we can secure your account and investigate.

Technical Issues:

If you experienced technical problems preventing you from accessing your documents, contact support at support@landlordheaven.co.uk immediately. We'll investigate and fix the issue. If we cannot resolve it, we may issue a refund at our discretion.

Duplicate Charges:

If you were accidentally charged multiple times for the same purchase, contact us immediately and we'll refund the duplicate charge(s).

7. Chargebacks

Please contact us before filing a chargeback. Chargebacks:

• Cost us significant fees (£15-30 per chargeback)
• Take longer to process than directly contacting us
• May result in account suspension pending investigation
• Are only appropriate for unauthorized or fraudulent transactions

We're committed to fair customer service. Contact us first and we'll work to resolve any legitimate issues!

8. Contact Information