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Refund & cancellation policy

This policy explains cancellations and refunds for prepaid report credits sold by Report-O-Matic Ltd (company number 17239610). Card checkout is handled by Paddle as Merchant of Record. Nothing in this policy limits your mandatory statutory rights under UK law.

Your UK statutory rights (summary)

If you are a consumer (an individual acting for purposes outside your trade, business, or profession), UK law gives you important rights. The following is a plain-language summary; the law itself prevails if there is any conflict.

  • Consumer Contracts Regulations 2013 (CCR): for most online purchases you have a 14-day right to cancel distance contracts and receive a refund, subject to the digital content rules below.
  • Consumer Rights Act 2015 (CRA): digital content must be as described, of satisfactory quality, and fit for purpose. If it is not, you are entitled to a remedy (repair, replacement, price reduction, or in serious cases a refund).
  • Unfair terms: you are not bound by unfair terms in consumer contracts. We do not seek to exclude rights that cannot lawfully be excluded.

1. Before you buy

We provide clear information on pricing, terms of use, privacy, and this policy. You can set up your school and use many features with watermarked previews before purchasing credits. At checkout, Paddle shows the price, tax, and payment terms.

2. 14-day cancellation right (consumers)

If you are a UK consumer, you may cancel your credit pack purchase within 14 days of the day after you receive confirmation of purchase, without giving a reason.

Digital content and credits already used: Report credits are digital content supplied at a distance. If you ask us to begin supply immediately (for example by using credits to generate and save AI report comments, or by otherwise consuming credits after purchase), and you have acknowledged that you will lose your 14-day cancellation right once supply begins, we may deduct from your refund an amount for the digital content supplied up to the point of cancellation, calculated fairly in line with CCR rules.

If you have not used any credits from the pack, we will refund the full amount paid (via Paddle) within 14 days of receiving your valid cancellation notice.

How to cancel: send a clear statement of cancellation to support@report-o-matic.online or use our contact page. Include your name, account email, organisation name (if any), date of purchase, and Paddle transaction reference. You may use your own wording; you do not have to use a special form.

3. Faulty digital content (Consumer Rights Act)

If the service or digital content is faulty — for example it does not match its description, is not of satisfactory quality, or is not fit for purpose — you have rights under the CRA.

  • Contact us within a reasonable time with a description of the problem (error messages, screenshots, and what you expected).
  • We will offer a repair or replacement (for example fixing the fault, re-crediting consumed credits in error, or providing equivalent service) within a reasonable time and without significant inconvenience.
  • If repair or replacement is not possible or not completed within a reasonable time, you may be entitled to a price reduction or, where appropriate, a refund.

These rights are separate from the 14-day cancellation right and may apply even after credits have been used.

4. Schools and organisations (business customers)

Where you purchase on behalf of a school, trust, or company (not as a consumer), the CCR 14-day consumer cancellation right usually does not apply. Your contract is governed by our Terms of use and this policy.

We still act fairly: duplicate charges, failure to deliver purchased credits, or material breach of contract will be corrected (account credit or refund through Paddle as appropriate). CRA-style quality rights do not generally apply to business buyers, but misrepresentation or breach may give other remedies under general contract law.

5. Prepaid credits — general position

Outside the statutory rights above, unused prepaid credits are not exchanged for cash. Promotional or test credits may be withdrawn in line with the offer terms. This does not affect your right to cancel within 14 days (consumers) or to a remedy for faulty digital content.

6. Duplicate charges and delivery failures

If you were charged twice for the same pack, or payment succeeded but credits were not applied within a reasonable time, contact us promptly. We will investigate and refund or credit your account as appropriate, usually within 14 days of confirming the error.

7. Service discontinuation

If we permanently discontinue the paid service for customers who hold unused purchased credits, we will offer a fair outcome (for example a proportionate refund of unused credits or alternative access) in line with applicable law and our terms.

8. How refunds are paid

Approved refunds for card payments are processed through Paddle to your original payment method where possible. Timing depends on your bank or card issuer (often 5–10 business days after we approve the refund).

9. Complaints and contact

Email support@report-o-matic.online or see our contact page. We will acknowledge consumer complaints promptly and respond within a reasonable time (our target is two business days for first reply). If you are a consumer and remain unhappy, you may use alternative dispute resolution or the courts; EU/UK consumers may also use the UK European Consumer Centre for cross-border issues where relevant.

10. Governing law

This policy is governed by the laws of England and Wales. Mandatory consumer protections in your country of residence apply where they cannot be excluded.

See also Terms of use, Privacy notice, Contact, and Pricing. Last updated: 2026-05-30.