Overview
What this policy covers and who it applies to.
This Refund Policy ("Policy") governs all refund requests submitted through the RefundPro platform. It applies to all customers and businesses using our Platform to manage and resolve refund claims.
RefundPro acts as a neutral intermediary, providing technological infrastructure and workflow tools to process claims efficiently and in compliance with consumer-protection legislation including the Consumer Rights Act 2015 (UK), PSD2 (EU), and GDPR.
By submitting a refund request, you confirm you have read, understood, and agreed to be bound by this Policy.
Eligibility
Who can submit a refund and under what conditions.
A refund request may be submitted by any verified account holder who placed an order through a connected merchant. All of the following conditions must be met:
Submitted within 30 calendar days of confirmed delivery.
Order reference exists and is linked to your account.
Email verified and account in good standing.
No successful refund previously processed for the same order.
Timeframes
SLA commitments and processing deadlines.
SLA timers begin the moment a request is submitted and are tracked in real time on your dashboard.
| Request Type | Review SLA | Disbursement | Total Resolution |
|---|---|---|---|
| Standard (< $50) | 2 hours | 1–3 business days | < 4 hours |
| Standard ($50–$500) | 4 hours | 2–5 business days | < 1 business day |
| High Value (> $500) | 8 hours | 3–7 business days | 2 business days |
| Digital / Subscription | 2 hours | 1–2 business days | < 4 hours |
| Appeal | 24 hours | Per original SLA | 2–3 business days |
Submission Process
Four steps to a valid submission.
Enter your order ID or registered email to locate the transaction.
Choose the category that best describes your issue, or select "Other" and add details.
Attach supporting files (PNG, JPG, PDF — max 10 MB each, up to 5 files).
Confirm your details, accept this Policy, and submit. You receive an immediate confirmation with a reference number.
Review & Decision
How we evaluate requests and communicate outcomes.
All submitted requests are assessed by our automated rules engine first. Requests meeting auto-approval criteria are approved immediately. Complex or high-value requests are routed to a qualified support agent.
You are notified of the outcome via email and in-app notification. If rejected, the reason is clearly stated and you may appeal under Section 7.
Providing false or misleading information constitutes fraud and may result in account suspension and referral to relevant authorities.
Payment Disbursement
How and when approved refunds are returned.
Approved refunds are returned exclusively to the original payment method. RefundPro does not transfer refunds to a different card, bank account, or provider than was originally used.
Disbursement timelines depend on your payment provider's schedule and are outside RefundPro's control once the reversal is triggered. You receive email confirmation when the reversal is initiated.
Appeals
What to do if your request is rejected.
Each rejected request is eligible for one appeal, submitted within 14 calendar days of the rejection notice. Navigate to the rejected request in your dashboard and click "Submit Appeal."
Appeals are reviewed by a senior agent not involved in the original decision. Additional evidence may be submitted. The appeal decision is final.
Exclusions
Circumstances where refunds will not be granted.
- Request submitted more than 30 days after delivery or service completion.
- Product used, consumed, or materially altered from original condition.
- Downloadable or digitally delivered content that has been accessed or downloaded.
- Personalised or custom-made items that cannot be resold.
- Reason contradicted by order tracking or merchant records.
- Accounts suspended for policy violations or fraudulent activity.
- Subscription services where the billing period has already commenced and been used.
Data & GDPR
How we handle your data during the refund process.
All personal data collected is processed in accordance with our Privacy Policy and UK GDPR. Data is retained for a maximum of 7 years for financial audit compliance, then securely deleted.
Exercise your rights of access, rectification, erasure, and portability via Settings → Privacy or by emailing privacy@refundpro.com.
Policy Amendments
How we notify you of changes.
RefundPro may amend this Policy at any time. Material changes are communicated via email and in-app notification no fewer than 30 days before the new version takes effect. Continued use constitutes acceptance.
Version History