Requesting a refund

Where to go #

You can open the Refund page directly from here. There is no link to it inside your account — no menu entry, no card on your Settings page, nothing on your dashboard. This link and the button at the bottom of our Refund Policy are the two ways in, so it is worth bookmarking this page if you think you may need it.

Open the Refund page

If you are not signed in, that link takes you to the sign-in page first and brings you back to the Refund page once you are in.

What the page shows you #

What you bought, Purchased on, and You paid. If the purchase can be refunded, it says so and tells you the amount before you decide anything.

What qualifies #

Our Refund Policy is the authority here, and it is worth reading. In short, there are three situations:

• You ask on the same day you bought, and you have not generated anything. Full refund.
• You ask after that day, and you have still not generated anything. Your purchase back, less the payment processing fee, as set out in the policy.
• You have generated a document. The purchase is final.

There is also an outer limit of thirty days from the purchase.

Please note that generating any document — not only your Will — is what makes a purchase final. See Generating your documents.

Going ahead #

1. Press Request a refund.
2. A panel appears headed Just to confirm, restating the amount, what it is for, and the date.
3. Tick the box confirming you understand the credits from the purchase will be removed and that the refund cannot be reversed from that page.
4. Press the final button, which names the amount.

The page then tells you your refund is on its way, and that it usually takes a few business days to appear on your statement, depending on your bank. It goes back to the card you paid with.

You do not need to give a reason, and you are welcome to purchase again at any time.

What you lose #

The credits from that purchase are removed, and the documents it unlocked can no longer be generated. That is the trade, and the page says so before you confirm.

If the page says it is not eligible #

It will say the purchase is not eligible for a refund there, and it will not give you a reason — the page is deliberately built not to. That is not a brush-off, and it is not the end of it: the page offers you a link to start a new request in Support, and a person will look at it.

See How support works. Refund is not one of the choices in the What is this about? list, so choose Something else and tell us what has happened.

If something goes wrong part-way #

If the page says it could not complete the request, nothing has changed on your account. Start a new request in Support and we will sort it out.