Refund policy

This page explains how refunds are handled for the services described on this site. Because our services are delivered under a signed agreement, refunds are governed by that agreement; this page sets out how they work in plain language.

What a refund covers

Setup and monthly fees are for work already delivered: configuring the platform to your documents, connecting your systems, and running your process. Where a fee has been charged for work that was not delivered, we refund it. Fees for a period already served, and usage-based overage already processed, are not refundable.

How to request one

Contact us in writing at either office listed in the footer, describing the charge and why you believe it should be refunded. We will look into it and reply with a decision and, where a refund is due, the amount and the timing. Anything specific to your engagement is governed by your signed agreement, which takes precedence over this summary.

Questions

If you think a charge is wrong, tell us before it becomes a dispute. We would rather understand what happened and put it right than leave you guessing.