Refund & Dispute Policy

1. Overview

This Refund & Dispute Policy sets out the terms under which Tim Goodwin, trading as ClaimsText (“ClaimsText”, “we”, “us”) will consider refund requests and handle payment disputes in connection with subscriptions to the ClaimsText platform (the “Service”).

Payments for the Service are processed securely by Stripe, Inc. (“Stripe”), a third-party payment processor. By subscribing, you agree to Stripe’s terms of service and privacy policy in addition to this policy. We do not store your full card details; these are managed exclusively by Stripe.

We aim to resolve all refund and billing queries fairly and promptly. Please read this policy carefully before subscribing.

2. Subscription Billing

ClaimsText operates on a recurring subscription model. By subscribing, you authorise us to charge your payment method automatically at the start of each billing cycle (monthly or annually, as selected) until you cancel.

• Subscriptions renew automatically unless cancelled before the renewal date
• You will receive a receipt from Stripe for every successful charge
• All prices are displayed exclusive of applicable taxes (e.g. VAT), which will be added where required by law
• Failed payments may result in temporary suspension of your account; we will notify you and Stripe may retry the charge

3. Free Trials

Where a free trial is offered:

• No charge is made during the trial period
• Your subscription will automatically convert to a paid plan at the end of the trial unless you cancel before the trial expires
• We may require valid payment details to begin a free trial
• Cancelling during a free trial period incurs no charge

4. Cancellation

You may cancel your subscription at any time via your account settings or by contacting us at support@claimstext.com.

• Cancellation takes effect at the end of the current billing period
• You will retain access to the Service until the end of the paid period
• Cancellation does not automatically trigger a refund for the remaining period (see Section 5 below)
• After cancellation, you may export or download your documents; access to document generation will cease at period end

5. Refund Policy

5.1 General Position

As a SaaS product delivering immediate access to AI-generated documentation tools, all subscription fees are generally non-refundable once a billing period has commenced and the Service has been accessed. This reflects the nature of the Service, where value is delivered immediately upon access.

5.2 UK Statutory Cooling-Off Period

If you are an individual consumer (not purchasing as a business) in the United Kingdom, you have a statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

However, by accessing and using the Service before the 14-day period expires, you expressly request early commencement of the Service and acknowledge that your right to cancel may be reduced or lost once the Service has been fully performed or substantially used.

If you have not used the Service within the 14-day cooling-off period, you may request a full refund by contacting us within that window.

5.3 Circumstances Where We Will Issue a Refund

We will issue a full or partial refund in the following circumstances:

• Duplicate charge: you were charged more than once for the same subscription period due to a technical error
• Charge after cancellation: you were charged after you had properly cancelled your subscription
• Service unavailability: the Service was substantially unavailable for an extended and documented period (generally more than 72 consecutive hours) due to issues on our side, and the outage materially affected your use during that billing period
• Billing error: an incorrect amount was charged due to a pricing or system error on our part
• Statutory entitlement: you are entitled to a refund under applicable consumer law (see Section 5.2)

5.4 Circumstances Where We Will Not Issue a Refund

We will not issue refunds in the following circumstances:

• You changed your mind after accessing and using the Service
• You did not use the Service during the billing period
• You were dissatisfied with AI-generated document outputs (see our disclaimer in the Terms of Service regarding professional review)
• Your account was suspended or terminated due to a violation of our Terms of Service
• You forgot to cancel before a renewal date
• Partial month or partial year usage (we do not issue pro-rata refunds for mid-period cancellations unless required by law)

5.5 Annual Subscriptions

For annual subscription plans, we may, at our discretion, offer a pro-rata refund for the unused portion of the subscription term where a refund request is received within 30 days of the renewal charge and the account shows minimal usage. Such refunds are granted at our sole discretion and do not create a precedent or ongoing obligation.

6. How to Request a Refund

To request a refund, please contact us as follows:

• Email: support@claimstext.com
• Subject line: “Refund Request — [Your Account Email]”
• Response time: We aim to respond within 3 business days

Please include the following information in your request:

• Your registered account email address
• The date(s) and amount(s) of the charge(s) in question
• The reason for your refund request
• Your Stripe payment receipt number (included in your billing email from Stripe)

Once approved, refunds are processed via Stripe back to your original payment method. Stripe typically takes 5–10 business days to process a refund to your card or bank account, depending on your card issuer. We have no control over this timeline once the refund has been initiated on our end.

7. Disputed Charges and Chargebacks

7.1 Contact Us First

If you believe a charge was made in error, we strongly encourage you to contact us directly before initiating a chargeback or dispute with your bank or card issuer. We can usually resolve billing issues quickly and without the need for a formal dispute.

7.2 Chargeback Process

If you initiate a chargeback with your bank or card issuer (“chargeback”):

• We will be notified by Stripe of the dispute
• We will submit evidence to Stripe and your card issuer, including records of your account activity, login history, and communications, to contest chargebacks that we believe are unwarranted
• If a chargeback is found in your favour, the disputed amount will be returned to you via your card issuer’s process; we have no control over this timeline
• If a chargeback is found in our favour, no refund will be issued

7.3 Chargeback Abuse

Initiating a chargeback for a charge that is not genuinely disputed (commonly referred to as “friendly fraud”) is a breach of these Terms and may result in:

• Immediate suspension or permanent termination of your account
• Recovery of the disputed amount plus any chargeback fees imposed on us by Stripe (typically $15–$25 per dispute)
• Legal action where the amount warrants it

We take chargeback abuse seriously and maintain detailed records of all account activity to support dispute resolution.

7.4 Stripe Dispute Resolution

All payment disputes are handled through Stripe’s dispute resolution process. Stripe acts as the payment processor and is responsible for facilitating communications between us and your card issuer. Stripe’s decision in any dispute process is subject to the rules of the relevant card network (Visa, Mastercard, etc.).

For more information on how Stripe handles disputes, please visit: stripe.com/docs/disputes

8. Subscription Upgrades and Downgrades

If you upgrade your subscription plan mid-cycle:

• The new rate will apply immediately
• Stripe will calculate a pro-rata charge for the remainder of the current billing period based on the difference between plans

If you downgrade your subscription plan mid-cycle:

• The downgrade will take effect at the start of the next billing period
• No refund or credit will be issued for the difference in the current period

9. Failed Payments

If a payment fails (e.g. due to an expired card or insufficient funds):

• Stripe will automatically retry the charge according to its retry schedule (typically 3 attempts over several days)
• We will notify you by email to update your payment method
• If payment is not received after retries, your account may be suspended until payment is resolved
• A suspended account can be reinstated by updating your payment method and settling any outstanding balance
• If payment remains outstanding for more than 30 days, we reserve the right to terminate your account and pursue recovery of unpaid amounts

10. Currency and Taxes

Subscription fees are charged in the currency displayed at checkout (typically GBP or USD depending on your location). You are responsible for any foreign transaction fees charged by your bank or card issuer.

Where applicable, VAT or other sales taxes will be added to your subscription fee in accordance with the laws of your jurisdiction. Stripe handles tax calculation and collection where we have configured this. Your receipts from Stripe will itemise any applicable taxes.

11. Changes to This Policy

We may update this Refund & Dispute Policy from time to time. We will notify you of material changes via email or a notice within the Service. Changes will not apply retroactively to charges already made. Your continued use of the Service after the effective date of any change constitutes acceptance of the updated policy.

12. Contact Us

For all billing, refund, and dispute enquiries, please contact:

• Email: support@claimstext.com
• General enquiries: support@claimstext.com
• Business: Tim Goodwin, trading as ClaimsText
• Address for service: 20 Winchcombe Street, Cheltenham, Gloucestershire, GL52 2LY, United Kingdom

We aim to respond to all billing queries within 3 business days (Monday–Friday, excluding UK public holidays).