Last updated: 19 September 2026

We want you to be happy with what you bought. This policy explains when we refund. Nothing in this policy affects your legal rights - if you are a consumer, your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 stand whatever this policy says.

DIGITAL DOWNLOADS (TEMPLATES AND DOCUMENT PACKS)

If something is wrong with the file, you get your money back. Tell us within 30 days of purchase and we will either fix the file, send you a replacement, or refund you in full - your choice - if: the file will not download or will not open; it is not what the product page described; it is missing pages, forms or content that were listed; or it contains a genuine error that makes it unusable.

If you have simply changed your mind, we do not have to refund you, because you confirmed at checkout that you wanted the download immediately and that this ended your 14-day cancellation right. In practice, though, we are relaxed about this: for any single download under 50 pounds, if you email us within 14 days and tell us it was not right for you, we will refund it. We ask you to delete the file. We do this because arguing about 19 pounds helps nobody.

For higher-priced packs (50 pounds and over), email us and tell us what did not work. If it is a fair complaint, we will refund. If it is not, we will offer a swap for another product of the same value.

Duplicate purchases are always refunded in full, no questions.

THE BESPOKE RAMS SERVICE

This is work made specifically for you, to your instructions, so change of mind is treated differently.

Before we start: if you cancel before we begin drafting, you get a full refund.

After we have started: the work is bespoke and cannot be resold, so we do not refund for change of mind. Instead, one free revision round is included if you ask within 7 days of delivery. Tell us what needs to change and we will change it. If the revision still does not get you a usable document, tell us and we will either do a second revision at no charge or refund you - we will agree which with you.

If the work was wrong, you get a refund. Specifically, if we delivered something materially different from what you ordered; used the wrong site, wrong activity or wrong dates when you had given us the correct ones; missed the 3-working-day deadline and you no longer need the work; or delivered work that is not of a reasonable standard - then we will refund you in full, or in part where you have had some benefit from it. We will not hide behind the revision round to avoid a refund for work that was simply not good enough.

What is not refundable: we cannot refund because the information you gave us in the intake form was wrong or incomplete, or because your client, principal contractor or a third party rejected the document for reasons outside the scope you gave us. We will always try to help fix it, and we will normally do so at no charge, but that is goodwill rather than a refund.

HOW TO ASK FOR A REFUND

Email Remitdocs@outlook.com with your order number (or the email address you bought with), what you bought, and what the problem is. We aim to reply within 2 working days.

Approved refunds go back to the original payment method. Downloads bought through Payhip are refunded through Payhip; it normally takes 5 to 10 working days for the money to reach you, depending on your bank or card issuer.

IF YOU ARE NOT HAPPY WITH OUR ANSWER

Email us and say so - we will look at it again. If you are a consumer and we still cannot agree, you can take the matter to the courts of England and Wales (or, if you live there, Scotland or Northern Ireland). If you paid by credit card and the item cost more than 100 pounds, you may also have rights against your card provider under section 75 of the Consumer Credit Act 1974. Paying by debit or credit card may also give you a chargeback route through your bank, whatever the amount.