Refunds and cancellation

The Light report is free, so this page is about the £50 Full report. In short: if we did not deliver what you paid for, you get your money back.

When we refund in full

We refund the full £50 if:

• your Full report has not been delivered to your account within 24 hours of payment;
• we could not read your deck, for example because it is a scanned image we could not extract text from, is password protected, or is damaged;
• the report is about the wrong deck or the wrong company, or is missing sections it should contain;
• you were charged twice, or charged for a report you did not order.

Where it makes more sense, for instance if a clearer copy of your deck would fix the problem, we will offer to run the report again at no cost instead. The choice is yours.

When we do not refund

A report is an honest read of your deck, and sometimes the read is not the one you hoped for. We do not refund because you disagree with a score or a conclusion, or because the deck has changed since you sent it. If you think a report has misread something on a slide, tell us: if it has, we will put it right.

Your right to cancel

Consumers normally have 14 days to cancel an online purchase. The Full report is digital content that we begin producing the moment you pay. When you order it, you ask us to start straight away and accept that your right to cancel ends once production has begun. If, for any reason, production has not started when you contact us, we will cancel and refund in full.

None of this affects your legal rights. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described.

How to ask

Email hello@pitchcheck.co.uk from the address you used, within 30 days of payment, and tell us what went wrong. A person will reply within two working days.

Refunds go back to the card you paid with, through Stripe, within 14 days of our agreeing them. Your bank may take a further five to ten working days to show the money in your account.