1. Introduction
This refund policy ("Policy") applies to all purchases made through the ReqFit platform, operated by CASM Labs Ltd ("we", "us", "our") at reqfit.com (the "Services").
This Policy forms part of our Terms and Conditions and should be read alongside our Acceptable Use Policy. By purchasing review credits or a subscription through the Services, you agree to the terms of this Policy.
2. Payment processing and refunds
All payments for the Services are processed by Paddle.com Market Limited ("Paddle"), who acts as our Merchant of Record. This means that when you purchase review credits or a subscription through reqfit.com:
- your payment is processed by Paddle, not by CASM Labs Ltd directly;
- your contract for payment is with Paddle;
- Paddle handles all billing, invoicing, VAT, refunds, and payment dispute resolution;
- CASM Labs Ltd does not store, process, or have access to your payment card or banking details at any point.
All refund requests are handled by Paddle in accordance with Paddle's refund policy. Refunds are provided at Paddle's sole discretion on a case by case basis.
Review credits and subscription fees are non-refundable, in accordance with Clause 4.5 of our Terms and Conditions. As the Services are provided exclusively to business customers, the consumer cancellation and refund rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 do not apply.
3. How to request a refund
To request a refund, visit paddle.net and select the "Request refund" option. You can also use the "View receipt" or "Manage subscription" link in your transaction confirmation email from Paddle.
If you have questions about a charge or need billing support, contact Paddle directly at paddle.net.
If you need to contact us about your ReqFit account or a technical issue with the service, email us at info@reqfit.com.
4. Subscriptions
Subscriptions can be cancelled at any time through your account settings, through the subscription management link in your Paddle receipt email, or by contacting us at info@reqfit.com.
Cancellation takes effect at the end of the current billing period. You will retain access to any review credits already applied to your account until their individual expiry date.
5. Free trial reviews
The one free review credit issued on account creation is provided at no charge, must be used within seven (7) days of account creation, and is not subject to any refund.
6. Report quality
A review credit is deducted only once the review pipeline has completed and your report has been generated, so you are not charged for a review that fails to run. If a report is delivered but is materially defective or corrupt due to a fault on our side, for example a processing error or a cloud infrastructure issue, contact us at support@reqfit.com and we will add a replacement review credit to your account. This applies to genuine defects in a delivered report. It does not apply to findings you disagree with or to a procurement outcome you hoped for.
7. Your statutory rights
Nothing in this Policy affects any mandatory refund or withdrawal rights you may have under applicable consumer protection laws. Where local law provides you with rights that exceed this Policy, those rights apply. For full details of applicable statutory rights by country, see Paddle's refund policy.
8. Changes to this Policy
We may update this Policy from time to time. The current version will always be available at reqfit.com/refund-policy. Continued use of the Services following publication of an updated Policy constitutes acceptance of the revised terms.
9. Governing law
This Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.
10. Contact
For refund and billing enquiries, contact Paddle at paddle.net.
For account or service enquiries, contact:
CASM Labs Ltd
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
info@reqfit.com