Refund & Cancellation Policy

Effective date: 18 September 2025

1. Customer Summary

• Refunds are handled in line with this Policy and applicable law.
• Standard refund processing time is 5–10 business days after approval; actual receipt may take longer due to banks/payment providers.
• The refund amount will not exceed what you actually paid for the order (minus any non-refundable processor fees).
• Work that has been delivered and accepted by you (including deemed acceptance after the review period) is normally not refundable.
• Deposits and prepayments are refundable only if the order is cancelled before substantial work begins; reasonable costs already incurred may be deducted.
• Promotional discounts, coupons and bonuses are generally non-refundable, unless the promotion terms state otherwise or the law requires a refund.
• Send refund requests to info@tech-text.co.uk, including your order number and full details.
• This Policy may be amended; significant changes will be communicated to customers as described below.
• If you expressly agree to an immediate start of work and/or download/accept a delivered digital product, your statutory cancellation right may be lost.

2. Scope and Legal Note

This Policy applies to refunds and cancellations for editing, rewriting, adaptation and related services provided by JUNGLE SAPPHIRE LTD. Nothing in this Policy affects non-waivable statutory consumer rights (for example under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, where applicable).

3. Definitions

• Order / Service Fee — the amount you paid for the Services.
• Deposit / Prepayment — an advance payment required to start work.
• Delivered Work — drafts and/or final versions of text delivered to you.
• Accepted Work — Delivered Work you have expressly approved, or that is deemed accepted after the agreed review period lapses.
• Promotional Discount — any discount, voucher, bonus or similar benefit awarded under a promotion.

4. Core Refund Rules

• Refund cap: A refund will not exceed the amount you actually paid for the relevant order (less any non-refundable fees). Refunds are issued in the original purchase currency where possible.
• Accepted work: If Delivered Work has been accepted (including deemed acceptance), refunds are generally not available except where the work is materially non-conforming and cannot be remedied.
• Cancellation before work starts: If you cancel before substantial work begins, we will refund prepayments less any reasonable costs already incurred.
• Defective or non-conforming work: If Delivered Work materially departs from the order specification, we will first attempt to correct it (revisions). If we cannot remedy the issue, a partial or full refund may be issued.
• Promotions: Bonus credits and promotional benefits are normally non-refundable unless stated otherwise in the promotion terms or required by law.
• Immediate start / loss of cancellation right: If you request an immediate start and confirm in writing that you waive the cancellation right (or download/accept delivered materials), you may lose the statutory right to cancel.
• Custom / bespoke projects: Custom projects are non-refundable once substantial work has begun unless otherwise agreed in a separate contract.

5. How to Request a Refund

Email info@tech-text.co.uk (or use the support form where available) with your order reference number, account email, and reason for the request. For Delivered Work claims, include a clear description of the issue and supporting evidence. We will acknowledge your request within 5 business days and, if approved, initiate the refund within 5–10 business days after approval.

6. Investigation, Evidence and Decisions

• We will review order and payment records, delivery/download logs, and any evidence you submit.
• Approved refunds are normally returned to the original payment method; if not possible, an alternative may be offered.
• If a claim is refused, we will explain the reasons and outline any further avenues for challenge.

7. Chargebacks, Fraud and Abuse

If you initiate a chargeback while a refund request is pending, we will treat it as a dispute and provide evidence to the payment provider. Tech-Text reserves the right to refuse refunds and suspend accounts in cases of fraud, abuse, or repeated unwarranted chargebacks.

8. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified to registered users by email or by a prominent notice on the website. New rules apply prospectively and do not affect transactions completed before the change date.

9. Record Retention

We retain records needed to review refund requests — order IDs, payment and redemption history, acknowledgement text, timestamps, IP and user-agent — for at least 24 months, and up to 6 years for corporate or disputed matters.

10. Escalation and Disputes

If you disagree with a refund decision, send a detailed appeal to info@tech-text.co.uk with the order reference. We will review the appeal within 10 business days. This does not affect your statutory rights — you may pursue alternative dispute resolution or court action if applicable.

11. Examples

• Unused prepayment: You bought a £20 prepayment, used £3 → £17 remaining → if you request a refund before using the remainder, a refund of £17 is possible (less any non-refundable fees).
• Downloaded file: If you agreed to immediate delivery and downloaded a file, refunds are available only where the file is materially defective or not as described.
• Promotional credits: 100 bonus units received in a promotion — non-refundable.

12. Contact Details

• Company: JUNGLE SAPPHIRE LTD
• Registered office: 20 Wenlock Road, London, England, N1 7GU
• Company No.: 15545389
• Email: info@tech-text.co.uk