Renters' Rights Act 2025, Phase 1 commencement
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LetSafe
England

Legal

Refund policy

Digital products are tricky, once you've downloaded them, you have them. So every template has a detailed description to help you order the right one, and you can request a full refund within 14 days on any order you haven't downloaded yet.

14-day satisfaction guarantee

If a template isn't right for you, email us within 14 days of your purchase and, as long as you haven't downloaded the files, we'll refund you in full, no questions, no form, no small-print excuse. Not sure before buying? Every product has a detailed description of how it is used, so you can be sure you are ordering the right one. LetSafe also has an FAQ and a product chatbot to help you choose the correct product.

How to claim a refund

  1. Email richard@letsafeuk.co.uk within 14 days of purchase.
  2. Include your order number (it's in your receipt).
  3. Tell us in one sentence why the product didn't work for you, not because we're judging, but because it helps us improve the templates for everyone else.

We'll process the refund the same working day. It takes 3 to 5 working days for Stripe to return the money to your card.

When we can't refund

  • Once you've downloaded the files. A downloaded template can't be returned, so the refund window runs up to the point of download, which is why every product has a detailed description to help you choose the right one beforehand.
  • After 14 days from your purchase.
  • If you've filed the document with a court or served it on a tenant, at that point the template has done its job.
  • If you've distributed, resold or published the template in breach of our terms.

Your statutory rights

Under the Consumer Contracts Regulations 2013, the 14-day right of withdrawal does not apply to digital content once you have downloaded it, and you agree to this at checkout. We go further than the bare minimum by letting you preview every template before you buy and by refunding any order you haven't yet downloaded within 14 days. Separately, your statutory rights under the Consumer Rights Act 2015 (the product must be "as described", fit for purpose, and of satisfactory quality) are unaffected, and we will always refund a template that fails those tests, downloaded or not.

Chargebacks

We'd rather fix it than fight it. If there's a problem, email us first, a chargeback opens a dispute with Stripe, costs us £15 regardless of outcome, and tarnishes both our merchant accounts. We can almost always resolve complaints faster than a chargeback resolution takes.