How refunds work
Because LetterAid is a digital service that's tailored to you, the standard 14-day cancellation right under the Consumer Contracts Regulations does not apply once we have started preparing your letter and you have agreed for us to begin straight away (which we treat as implicit when you submit the questionnaire and pay).
That said, we want you to be happy with what you receive. We'll consider a refund in any of these situations:
- We were unable to complete your letter (for example, your situation does not fit the letter type you chose, or the information provided was insufficient).
- The letter we delivered is materially incorrect, incomplete, or unfit for its stated purpose.
- We did not deliver within the promised 48-hour window and the delay caused you a tangible problem.
- You changed your mind before we started drafting your letter (typically within the first hour after payment).
How to request a refund
Email hello@letteraid.co.uk with:
- Your order reference (the LA-YYYY-NNNNN number from your confirmation email)
- The reason you're requesting a refund
We aim to reply within two working days. If we agree the refund, it will be made to the same card or payment method you used at checkout, and usually appears in your account within 5–10 working days depending on your bank.
What is not refundable
- A refund will not normally be given simply because you decided not to send the letter, or because the authority or recipient did not respond the way you hoped.
- We cannot refund external costs (postage, recorded delivery, solicitor fees you may incur separately).
Disputes
If we cannot agree, you have the right to escalate to your card provider (chargeback) or to seek independent advice from Citizens Advice or a relevant ombudsman scheme. We would prefer to resolve any issue directly - we'd rather you got the right outcome than not.
Contact
Email hello@letteraid.co.uk for any refund question.