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: when you tick the "generate and email my letter immediately" box at checkout, 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.