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Refund Policy

Last updated: February 2025

We want you to be satisfied with PotholeClaims. This policy explains when refunds are available and how to request one.

1. 14-day refund window

You may request a full refund within 14 days of your purchase date, provided that no documents have been generated.

“Documents generated” means your claim pack PDF or any other document (follow-up letters, LBA, etc.) has been created through the Service.

2. No refund after document generation

Once your claim pack PDF or any other document has been generated, the service has been delivered and no refund is available. This applies regardless of whether you have downloaded the document.

This is because document generation is the core deliverable of our service, and the work has been completed at that point.

3. What counts as document generation?

  • Generating your initial claim pack PDF
  • Generating any follow-up or rejection response letter
  • Generating a Letter Before Action (LBA) or final demand letter

Simply creating an account, entering claim details, or uploading evidence does not count as document generation. You are still eligible for a refund during these stages.

4. How to request a refund

To request a refund:

  1. Email support@potholeclaims.co.uk with the subject line “Refund request”
  2. Include your registered email address and order reference
  3. We will verify your eligibility and process the refund within 5 business days

5. Refund method

Refunds are issued to the original payment method used at checkout (via Stripe). Depending on your bank, it may take 5–10 business days for the refund to appear on your statement.

6. Exceptional circumstances

In exceptional circumstances (e.g., technical errors preventing you from using the Service), we may consider refund requests outside the standard policy. These are assessed on a case-by-case basis at our discretion.

7. Contact

If you have any questions about our refund policy, please contact us at support@potholeclaims.co.uk.

For other policies, see our Terms of Service and Privacy Policy.