Legal

Refunds and cancellation

A refund policy is the clearest case on this site of a document a builder must not quietly write. Every line of it is a commitment about money, and a commitment about money is the founder’s to make and a lawyer’s to word.

It also has to be careful about whose money it is discussing. A customer asking a shop for their money back is between that customer and that shop. What we owe a business, and what happens to money a business has put with us and not used, is a separate question and this document answers the second.

What this document will cover.

The scope is settled. The wording is not, and the wording is the part that binds — so it is being drafted with a lawyer rather than written here by whoever built the page.

What a business can cancel, and how.
What happens to a balance a business has topped up and not used — including if the business closes or leaves. This is the line the document exists for.
Which charges are refundable and which are not, and the reasoning for each rather than a bare list.
How a refund is paid back, and to which account.
Who a customer of a shop talks to about their own order. It is the shop, and saying so clearly protects the shop as much as us.
What happens to money owed in either direction when an agreement ends.
How to dispute a charge, and who answers.

Its status, stated plainly.

This document is not published yet. Nothing on this page is a term, and nothing on it should be relied on as one. When the wording is settled it will replace this page in full, and it will carry a date so you can tell when it came into force.

We are not opening the service to businesses before these are in place. Publishing a draft here would be worse than saying this: a draft reads as binding, and a commitment nobody has agreed to is not one we should be able to make by writing it on a website.

In the meantime, write to a person.

Grievance officer: [GRIEVANCE OFFICER NAME]
Grievance email: [GRIEVANCE OFFICER EMAIL]
Registered name: [REGISTERED COMPANY NAME]
Registered address: [REGISTERED ADDRESS], [CITY], [STATE] [PIN]

Those values are placeholders. The officer has not been appointed and the address has not been filled in — and rather than print a plausible-looking name so the page looks finished, it says so. A grievance address that nobody answers is worse than an admitted gap.

Anything else, including a question about what happens to your information before these are published, goes to the contact page. You will get a written answer from a person.