Refund policy

We want PackPilot to be genuinely useful to organisations doing important work, and we'd rather fix a problem than argue about it. Here's how refunds work.

Single packs and bundles

• Unused credits: if you haven't generated any packs with a purchase, you can request a full refund within 14 days.
• Something went wrong: if generation or export failed, or a pack is materially not what the product promises, contact us within 14 days and we'll regenerate it, credit you, or refund that pack — your choice.
• Partially used bundles: we'll refund the unused portion pro rata within 14 days of purchase.

Subscriptions

• You can cancel at any time; your plan stays active until the end of the paid month, and you won't be charged again.
• If you cancel within 14 days of your first payment and have not generated any packs that month, we'll refund that payment in full.
• If we have a significant outage during your billing month, we'll credit or refund affected time on request.

What refunds don't cover

Because packs are drafts you review and edit, we can't refund a pack simply because you chose not to use it after generating it, or because content needed local adaptation — that's an expected part of the product. We also can't refund charges older than 6 months except where the law requires.

How to request a refund

Email luke@lmctech.co.uk from your account email with your order details. We aim to respond within two working days, and approved refunds are returned to your original payment method via Stripe, usually within 5–10 working days.

This policy sits alongside your statutory rights, which it does not affect.