Your 14-day right to cancel, and why it doesn't apply here
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel a contract for goods or digital content bought online.
Because our letters are prepared specifically for you and delivered straight away after payment, regulation 37 of those Regulations applies: by tapping Pay at checkout, with the on-screen notice that we will generate and email your letter immediately, you expressly consent to immediate performance and acknowledge that you lose the right to cancel once performance has begun.
When we will refund you in full
- The letter was never generated due to a fault on our side.
- The letter was never delivered to the email you gave us (and we can't fix it within 48 hours).
- You were charged twice for the same order.
When we may offer a partial or goodwill refund
- The letter generated, but contains a clear, material defect (for example, your name or GP surgery is wrong because of our error). We'll usually fix and resend first; if you'd rather have your money back, ask.
Our marketed money-back guarantee (£39 GP and RtC letters)
Alongside the statutory rights above, we publish a triple-stage silence guarantee on the £39 GP and Right to Choose letters:
- Stage 1, your GP. You send the letter to your GP. Our benchmark request is a review appointment or telephone consultation within 28 days. (28 days is our published benchmark, not a statutory deadline, and nothing forces a GP to reply.)
- Stage 2, your ICB. If your GP does not reply, you send the Stage 1 ICB letter already bundled in your pack. Under the NHS Complaints Regulations 2009 the ICB must acknowledge within 3 working days.
- Stage 3, the Ombudsman. If the ICB also fails to substantively respond, you escalate to the Parliamentary and Health Service Ombudsman (PHSO) using the escalation letter in your pack.
If all three stages ignore you, forward the correspondence you sent to hi@finallyseen.org.uk and we refund the full £39. No deadline on claiming. This guarantee sits outside the exclusions below, we honour it even where a "change of mind" or "outcome" bullet might otherwise apply.
When we will not refund
- You changed your mind after the letter was generated and emailed.
- Your GP, ICB or the PHSO responded in a way you did not like (as opposed to not responding at all, which is covered by the triple-stage guarantee above).
- You provided incorrect information about yourself, your GP, or your situation.
How to ask
Email hi@finallyseen.org.uk with your order email address and a brief description of the problem. We aim to respond within 3 working days. Approved refunds are returned to the original payment method within 5–10 working days.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or your right to chargeback through your bank or card provider.
Right to Choose letter (£39): when we refund
Right to Choose (RtC) referral letters are sold as single £39 letters under the same immediate-performance rules above. In addition to the general refund grounds, we will refund the £39 if:
- Your GP refuses to make the Right-to-Choose referral named in your letter and does not provide a clinical-appropriateness reason in writing (NHS Patient Choice Guidance, NHS England, 19 December 2023, the enforcement annex makes refusal on cost or contract grounds impermissible). Forward the refusal (or the surgery's confirmation that no written reason will be given) to hi@finallyseen.org.uk.
- We send a free Stage-1 ICB complaint letter as part of the £39 pathway in that situation. If 40 working days after the ICB acknowledges your Stage 1 letter the referral is still refused with no written clinical reason, the £39 is refunded in full.
We will not refund the £39 if your GP refuses with a documented clinical-appropriateness reason (which is a permitted ground under the 2023 guidance), if you choose a provider that is not contracted with the NHS for your condition, or if you are not registered with an English GP (Patient Choice as written applies to England).
PIP Evidence Pack (£39): when we refund
The PIP Evidence Pack is sold as a single £39 pack under the same immediate-performance rules above. This is a refund promise about our fee, not a prediction or guarantee of any DWP award. We have no influence over DWP decisions. This is general information and document drafting, not benefits advice, and we are not affiliated with DWP.
In addition to the general refund grounds, we will refund the £39 in full if you use the pack as intended and your claim is refused at both the initial decision and Mandatory Reconsideration. "Used as intended" means you:
- sent the GP medical records request letter included in the pack to your practice; and
- submitted the personalised Functional Evidence Statement from the pack with your PIP claim, planned review, or Mandatory Reconsideration request.
Forward the following to hi@finallyseen.org.uk:
- your order email address;
- the DWP decision letter refusing your claim, and the Mandatory Reconsideration Notice also refusing it;
- proof you sent the records request to your GP (email or letter copy) and that the Functional Evidence Statement went in with your claim, review or MR.
DWP timescales apply: Mandatory Reconsideration must be requested within one month of the decision letter (later in limited circumstances). We ask you to email us within 60 days of the Mandatory Reconsideration Notice so we can process the refund promptly. Approved refunds are returned to the original payment method within 5–10 working days.
We will not refund the £39 if you did not send the records request or did not submit the Functional Evidence Statement with your claim, if the claim is still pending or has not yet been through Mandatory Reconsideration, or if the refusal is on grounds unrelated to functional evidence (for example, residence or eligibility rules). Tribunal outcomes are a separate stage and are not required for the refund promise.
MR Response Pack (£49): when we refund
The Mandatory Reconsideration Response Pack is sold as a single £49 pack under the same immediate-performance rules above. This is a refund promise about our fee, not a prediction or guarantee of any DWP or tribunal outcome. We have no influence over DWP decisions or tribunal decisions. This is general information and document drafting, not benefits advice, and we are not affiliated with DWP or HMCTS.
In addition to the general refund grounds, we will refund the full £49 if you use the pack as intended and your claim is refused at both the Mandatory Reconsideration and the First-tier Tribunal appeal. No deadline on claiming. "Used as intended" means you submitted the personalised MR letter (or the tribunal submission built from it) to the DWP within your one-month MR deadline (or the tribunal within its one- month appeal window from the MR notice).
Forward the following to hi@finallyseen.org.uk:
- your order email address;
- the Mandatory Reconsideration Notice refusing your claim, and the First-tier Tribunal decision notice also refusing it;
- proof you submitted the personalised MR letter to the DWP (a copy of the submission, posting receipt, or the DWP acknowledgement).
We will not refund the £49 if you did not submit the MR letter within your statutory MR window, if the claim is still pending or has not yet been through both stages, or if the refusal is on grounds unrelated to functional evidence (for example, residence or eligibility rules).