Effective Date: March 2026

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At LetterLab, we take genuine pride in delivering a professional UK letter writing service that produces clear, persuasive, and carefully tailored correspondence. Whether you have ordered a cover letter, a financial aid appeal, a character reference, a complaint letter, or any other form of written communication, every piece of work is custom-written to the brief you provide.

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Because all work is bespoke and created specifically for each client, our ability to offer refunds is limited. Please read this policy carefully before placing an order. By purchasing any service from LetterLab, you confirm that you have read and accepted the terms of this Refund Policy in full.

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1. Our Commitment to Quality

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Before addressing refund eligibility, it is important to understand what our service includes and what it does not.

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LetterLab provides a skilled writing service. We produce written correspondence based on the information, context, and goals you share with us. Every letter is reviewed by a professional before delivery, and every paid package includes a set number of revisions to allow for adjustments after you have reviewed your draft.

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What we cannot do is guarantee that any letter will produce a particular response, decision, or outcome from any third party. The effectiveness of any written communication depends on factors entirely outside our control, including the policies and discretion of the recipient, the strength of the client's underlying situation, and the accuracy of the information provided to us. A refund request based solely on the outcome of a third party's decision will not be considered.

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2. When Work Is Considered to Have Commenced

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Work is considered to have commenced at the point payment is received and your order is confirmed. This applies even if your brief has not yet been submitted, as the booking of resource and time begins immediately upon confirmation.

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If you have paid but not yet submitted your brief, please contact us as soon as possible. At our discretion, we may be able to pause your order, but this is not guaranteed.

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3. Refund Eligibility

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Refunds are only considered in the following specific circumstances:

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Work not yet started If you cancel your order before any work has commenced and before you have submitted your brief, you are entitled to a full refund. Once your brief has been received and work has begun, this entitlement no longer applies.

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Non-delivery If LetterLab fails to deliver your completed letter within the agreed timeframe, and this failure is due entirely to circumstances on our side, you may request a full refund. Non-delivery caused by delays in receiving your brief, incomplete information from the client, or circumstances outside our control does not qualify under this provision.

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Significant and demonstrable quality failure If, after all included revisions have been offered and used, your letter genuinely and demonstrably fails to address the core brief as originally submitted, we will review your case individually and may offer a partial or full refund at our discretion. This provision applies only where the failure lies with LetterLab and not with the information or brief provided by the client.

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4. Non-Refundable Situations

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Refunds will not be issued in the following circumstances, and these represent the majority of refund requests we receive:

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Completed and delivered work Once your letter has been completed and delivered in accordance with your brief, the service has been fulfilled. Delivery of the letter constitutes completion of the service regardless of whether you choose to use it.

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Change of mind If you change your mind about needing the letter, decide not to proceed with your application or appeal, or simply feel the letter is no longer required, no refund will be issued once work has commenced.

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Dissatisfaction with a third party's decision If you submitted your letter and received an unfavourable response, rejection, or decision from the recipient, this does not constitute grounds for a refund. LetterLab provides a writing service, not a guarantee of outcome. The decisions of courts, tribunals, employers, landlords, financial institutions, schools, government departments, and all other third parties are entirely independent of and outside the control of LetterLab.

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Inaccurate, incomplete, or misleading information If the quality or suitability of your letter has been affected by information you provided that was inaccurate, incomplete, out of date, or misleading, no refund will be issued. It is your responsibility to provide us with everything we need to write your letter effectively. If circumstances change between the time you place your order and the time you receive your draft, you must inform us before the draft is delivered.

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Failure to use included revisions If you are dissatisfied with your draft but have not requested the revisions included in your package, a refund will not be considered. The revision process exists precisely to address feedback and make adjustments. Refund requests submitted without first engaging the revision process will be declined.

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Subjective stylistic preference If you receive a letter that meets the agreed brief but you personally dislike the style, voice, or phrasing, this does not constitute a quality failure. Revisions are available for exactly this purpose. A refund will not be issued where the letter has been written in accordance with the brief and the client's preference is purely subjective.

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Use of the letter prior to raising a dispute If you have already submitted or used the letter before raising a complaint or refund request, the service is considered to have been accepted and no refund will be issued.

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Delays caused by the client If delivery is delayed because you have not provided your brief, have not responded to our queries, or have provided information that required clarification, no refund will be issued on the basis of a delayed turnaround.

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Chargebacks raised without prior contact If you initiate a chargeback or payment dispute with your bank or card provider without first contacting LetterLab to raise the matter directly, we reserve the right to contest the chargeback and provide full evidence of service delivery to the relevant payment provider.

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5. Revisions Before Refunds

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Every paid package includes a set number of revisions, which are clearly stated at the point of purchase.

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• Revisions are intended for adjustments to tone, structure, emphasis, clarity, or content within the agreed scope of the original brief.

• Revisions do not include full rewrites of a new letter with a different purpose, audience, or approach. If your needs have changed significantly since placing your order, a new order may be required.

• Revision requests must be submitted within 7 days of receiving your draft. Requests submitted outside this window may be declined or treated as a new order.

• If you require changes beyond the number of revisions included in your package, additional revisions can be purchased separately.

• A refund request will only be considered once all included revisions have been offered and used. We will not consider a refund in lieu of revisions where revisions have not yet been attempted.

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6. Partial Refunds

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In exceptional circumstances where a partial refund is considered appropriate, the amount offered will reflect the portion of the service that was not delivered to the agreed standard. Partial refunds are issued entirely at LetterLab's discretion and do not imply any admission of liability.

 

7. How to Request a Refund

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To request a refund, please contact us by email at info@letterlab.shop with the following information:

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• Your full name and order reference

• The date of your order and the service purchased

• A clear explanation of why you are requesting a refund

• Details of any revisions already requested and our responses

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We aim to respond to all refund requests within 5 working days. We will review your request against the criteria set out in this policy and confirm eligibility in writing.

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Please do not initiate a chargeback or payment dispute before contacting us directly. In the majority of cases, concerns can be resolved without the need for a formal dispute, and raising a chargeback without prior contact may affect our ability to assist you.

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8. Your Statutory Rights

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This Refund Policy does not affect any statutory rights you may have under UK consumer law, including the Consumer Rights Act 2015. Where a service has not been delivered with reasonable care and skill, you may have rights to a repeat performance or a price reduction. If you believe your statutory rights have not been respected, you may contact Citizens Advice or the relevant consumer authority for guidance.

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9. Policy Updates

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This Refund Policy may be updated at any time. The effective date at the top of this page reflects the most recent version. Continued use of LetterLab's services following any update constitutes acceptance of the revised policy.

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10. Contact

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If you have any questions about this Refund Policy before placing an order, please get in touch:

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Email: info@letterlab.shop Telephone: 07356 275700 Address: Unit 157185, PO Box 7169, Poole, BH15 9EL

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