TODO before launch: Decide refund eligibility and request windows for unused/partially used word packs and subscriptions; define how service failures are verified; confirm the support email and Stripe refund workflow; obtain US/UK legal review.
1. Overview
This draft describes the intended approach to refund requests. No purchases can be made on the current frontend because Stripe Checkout is not connected. The final policy will apply once paid services launch.
2. One-time word packs
The final policy must state whether unused packs are refundable, how use affects eligibility, whether word balances expire, and the period in which a request must be submitted. These rules have not yet been decided.
3. Subscriptions
The final policy must distinguish cancellation from refunds. Canceling normally stops future renewals; it does not automatically refund the current billing period. Any exceptions, including duplicate charges or verified service failures, must be defined before payments launch.
4. Service issues
If the service fails to deliver purchased processing because of a verified technical issue, WriteScove intends to assess an appropriate remedy, such as restoring word balance or issuing a refund. Exact eligibility and response timelines remain to be confirmed.
5. Requesting review
A refund request should include the account email, transaction reference, purchase date, and a short explanation. Do not include full card details.
TODO: Add the verified support email and the final request deadline.
6. Statutory rights
Nothing in the final policy will limit rights that cannot be waived under applicable law. UK consumers may have statutory rights relating to digital content and cancellation; the final checkout flow and consent language require legal review.