Refund Policy

Our approach

We want you to feel that your Planiverse report was worth the money. If it isn't, we'd rather refund you than leave you unhappy. This policy explains how that works in practice.

The 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you would normally have 14 days to cancel a purchase of digital content and receive a full refund.

Because we deliver your report immediately on purchase, we ask you to waive this 14-day right at checkout by ticking an explicit consent box. This is so we can generate and send your report straight away rather than making you wait two weeks.

Waiving the cooling-off period does not affect your right to a refund under this policy or under UK consumer law where the product is faulty or not as described. If something has gone wrong with your report, the rest of this policy applies regardless of whether you ticked the waiver.

When you can request a refund

You can request a full refund within 14 days of purchase in any of the following situations:

1. Technical failure: your payment was taken but no report was generated, the report was generated for the wrong address, you were charged twice, or the report file is corrupted or incomplete.
2. Data quality issue: the report contains a material error, such as missing a constraint that applies to your property, citing comparable decisions that aren't comparable, or including factually wrong council or planning information.
3. Insufficient data available: if we are unable to generate a report for your property due to insufficient data (for example, your local planning authority is not yet in our database, or there is no comparable application data for your address), we will notify you and issue a full refund immediately.
4. The report wasn't useful to you: you read it and feel it didn't help you make a decision about your project.

In each case, please contact us first at hello@planiverse.uk explaining what went wrong, and we'll respond within 5 working days.

How we'll handle your request

Technical failures: We'll refund you in full immediately, no questions asked. If we can fix the underlying issue, we'll also offer to regenerate the report at no charge.

Data quality issues: We'll investigate the specific issue you've raised. If we can correct it, we'll regenerate your report and send you the updated version. If the regenerated report still doesn't meet your needs, or if the issue can't be resolved, we'll refund you in full.

General dissatisfaction: We'll refund you. We may ask one question about what you were hoping for so we can improve the product, but the refund isn't conditional on you answering.

When we may decline a refund

We reserve the right to decline a refund in the following circumstances:

• The request is made more than 14 days after purchase, with no technical or data quality issue identified.
• The same email address or payment method has been used to request refunds on multiple previous reports without evidence of genuine technical or data quality problems.
• There is clear evidence the report has been relied on commercially (for example, shared with an architect, used to obtain quotes, or submitted as part of a planning enquiry) and the refund is being requested after that use.
• The request is accompanied by abusive or threatening communication.

If we decline a refund, we'll always explain why in writing and you can reply to discuss it further.

How refunds are processed

Refunds are issued to the original payment method through Stripe, our payment processor. Funds typically appear in your account within 5 to 10 working days, depending on your bank or card provider. We can't speed this up. It's controlled by your bank, not by us.

What this policy doesn't cover

Planiverse reports are planning intelligence based on public data, not professional planning advice. We can't refund you because:

• Your council subsequently refused a planning application, even one our report indicated was likely to be approved.
• Your architect, surveyor, or planning consultant disagreed with our analysis.
• You decided not to proceed with your project for reasons unrelated to the report itself.
• The report didn't tell you something we never promised it would (for example, structural advice, building cost estimates, or legal opinions).

Our Terms and Conditions explain the scope of what the report does and doesn't cover.

Chargebacks

If you're unhappy with your report, please contact us before raising a chargeback with your bank. We aim to resolve every legitimate complaint quickly, and a chargeback typically takes longer to process than a direct refund. Raising a chargeback without first contacting us may be challenged with evidence of delivery and the terms you agreed to at checkout.

Contact

For all refund requests and questions about this policy:

Email: hello@planiverse.uk
Post: Planiverse Intelligence Ltd, 128 City Road, London, EC1V 2NX

We respond to all refund and support enquiries within 5 working days.