Refund policy
1. Introduction
This Refund Policy ("Policy") sets out the terms on which refunds may be requested in connection with 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 credits or a subscription through the Services, you agree to the terms of this Policy.
As set out in our Acceptable Use Policy, the Services are provided exclusively to business customers. The consumer refund rights provided under the Consumer Rights Act 2015 do not apply to purchases made in the course of a business.
2. Payment processing
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 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, and payment dispute resolution on our behalf;
- CASM Labs Ltd does not store, process, or have access to your payment card or banking details at any point.
For general billing support, Paddle can be contacted directly at paddle.com/help.
3. Credits: unused credits
3.1 Eligibility for refund
If you have purchased credits and have not used any of them to generate a review, you may request a full refund within 14 days of the date of purchase.
To be eligible, the following conditions must be met:
- no credits from the purchase have been applied to generate a review report;
- the refund request is made within 14 calendar days of the original purchase date;
- the request is submitted to us at info@reqfit.com with your order reference number.
3.2 How to request a refund
To request a refund for unused credits, contact us at:
Email: info@reqfit.com
Subject line: Refund request - unused credits
Include: your order reference number and the email address associated with your account.
We aim to respond to all refund requests within 2 business days. Approved refunds will be processed through Paddle and returned to your original payment method. Paddle's standard processing times apply once a refund has been approved.
4. Credits: used credits
Credits that have been used to generate a completed review report are non-refundable. Once a review report has been delivered to your account, the credit is considered consumed regardless of whether you choose to act on the findings of the report.
This applies whether the report was generated intentionally or in error. If you believe a credit was consumed due to a technical fault on our part, please contact us at info@reqfit.com and we will investigate.
5. Subscriptions
5.1 Monthly subscriptions
Monthly subscriptions may be cancelled at any time. Cancellation takes effect at the end of the current billing period. You will retain access to any credits already applied to your account until their individual expiry date. No refund is issued for the remaining portion of the current billing period.
5.2 Annual subscriptions
Annual subscriptions may be cancelled at any time. On cancellation of an annual subscription:
- no refund will be issued for the unused portion of the annual subscription fee;
- credits already applied to your account on day one of the subscription remain valid until their 12-month expiry date;
- no further credits will be applied following cancellation.
If you cancel an annual subscription within 14 days of the initial purchase date and have not used any of the credits applied to your account, you may request a full refund under section 3.1 of this Policy.
5.3 How to cancel a subscription
Subscriptions can be cancelled through your account settings or by contacting us at info@reqfit.com. Cancellation requests submitted by email will be processed within 2 business days.
6. Free trial credits
The one free review credit issued on account creation is provided at no charge and is not subject to any refund. No payment is taken in connection with the free trial credit.
7. Technical faults
If you experience a technical fault that prevents a review from being generated after a credit has been consumed, or that results in a materially incomplete or undeliverable report, please contact us at info@reqfit.com within 7 days of the affected review.
We will investigate all such reports and, where we determine that a technical fault on our part caused the issue, will either:
- restore the credit to your account; or
- issue a refund for that credit at our discretion.
We do not issue refunds or credit restorations where a review was generated and delivered but the findings were not what you expected or hoped for.
8. Disputes
If you have a question about a charge or wish to dispute a payment, please contact us at info@reqfit.com before raising a dispute with your payment provider or card issuer. We aim to resolve all billing queries within 2 business days.
Where a payment dispute is raised directly with a payment provider without first contacting us, we reserve the right to provide evidence of purchase, delivery, and these refund terms to Paddle and to the relevant payment provider in response to the dispute.
9. Changes to this Policy
We reserve the right to update this Policy at any 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.
Changes to this Policy do not affect refund rights in respect of purchases made before the change took effect.
10. 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.
11. Contact
For all refund and billing enquiries, contact:
CASM Labs Ltd
[Registered address]
info@reqfit.com
For payment processing support, contact Paddle directly at paddle.com/help.