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.
When we will not refund
- You changed your mind after the letter was generated and emailed.
- Your GP, ICB or the PHSO did not respond the way you hoped.
- 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, after the ICB's statutory response period, 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).