FileAlchemy Policies

Refund Policy

Last updated: 19/09/2024

At FileAlchemy, we strive to ensure our customers are satisfied with our services. This Refund Policy outlines our guidelines for refunds and is designed to be fair and transparent, in compliance with UK consumer protection laws.

1. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

  • You have not used our services after purchase within 14 days of the transaction date.
  • There's a technical issue on our end that prevents you from using the service as described.
  • You have been charged multiple times for the same service due to a system error.
  • The service provided is not as described on our website or in our promotional materials.

2. Refund Process

To request a refund:

  1. Contact our customer support team within 14 days of your purchase via email at support@filealchemy.com or through our contact form on the website.
  2. Provide your order number and a detailed explanation of the reason for your refund request.
  3. Our team will review your request and respond within 5 business days.
  4. If your refund is approved, we will process it within 14 days of the approval.

3. Non-Refundable Items

The following are generally not eligible for refunds:

  • Services that have been fully or partially used beyond the cooling-off period of 14 days.
  • Customized or personalized services, unless they are faulty or not as described.
  • Purchases made more than 14 days ago, unless required by UK consumer protection laws.

4. Refund Method

Refunds will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to be processed and appear in your account. In some cases, the refund may take longer, depending on your payment provider.

5. Cancellation of Recurring Subscriptions

You can cancel your recurring subscription at any time:

  • The cancellation will take effect at the end of your current billing cycle.
  • No refunds will be provided for partial subscription periods, unless required by UK law.
  • To cancel, log into your account and go to the subscription management section, or contact our customer support team.

6. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. If you believe you have a unique situation that warrants special consideration for a refund outside of this policy, please contact our customer support team. We will review these requests on a case-by-case basis.

7. Right to Refuse Refunds

FileAlchemy reserves the right to refuse a refund if we have reason to believe that the refund request is fraudulent, abusive, or in violation of our Terms of Service. However, this will not affect your statutory rights under UK consumer protection laws.

8. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last updated" date at the top of this policy.

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

  • By email: admin@filealchemy.co.uk
  • By visiting this page on our website: https://filealchemy.co.uk/contact
  • By phone number: +44 (0) 123 456 7890

This Refund Policy is designed to comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy is intended to affect your statutory rights.