Refund Policy

1. Our 30-Day Refund Window

At RightCareHome, we stand behind the usefulness of our paid reports. If a paid report does not help you make a more informed care decision, you may request a full refund within 30 days of purchase.

2. Products Covered by This Policy

This refund policy applies to the following paid reports:

• Care Home Check (£49)
• Personalised Matching Report (£119)
• Funding Guide (£69)
• Care Funding Action Pack (£199)
• Any paid upgrade path that leads to one of the reports above
• The request is made within 30 days of purchase

3. What Our Guarantee Covers

3.1 Usefulness of Paid Reports

Our guarantee covers the usefulness of your paid report. If the report does not materially help you judge a care home, compare options, or understand your funding position and next steps more clearly, you may request a full refund within 30 days.

3.2 Free Services

Our Free Shortlist service and other no-cost services are not covered by this refund policy. Free services are provided without charge and therefore do not include a refund guarantee.

4. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Contact Our Support Team

Email our refunds team at hello@rightcarehome.co.uk within 30 days of your purchase date.

Step 2: Provide Required Information

Include the following in your refund request:

• Your full name and email address used at purchase
• Order reference number (found in your confirmation email)
• Which paid report you purchased
• Date of purchase, if available
• A short reason is helpful for improvement, but not required

Step 3: What Happens Next

Our team will review your request within 2 business days. We may contact you to:

• Confirm the order details
• Check whether you would prefer us to correct or supplement the report instead of refunding it
• Resolve any technical access issue quickly, if that was the problem

Step 4: Decision and Processing

We will notify you of our decision via email. If your refund is approved, it will be processed within 5-7 business days.

5. Refund Processing and Timing

Once your refund has been approved:

• Processing Time: 5-7 business days from approval
• Payment Method: Refunded to your original payment method (credit/debit card)
• Bank Processing: Please allow an additional 3-5 business days for the refund to appear in your account, depending on your card issuer
• Confirmation: You will receive an email confirmation once the refund has been processed

If you do not see the refund in your account within the expected timeframe, please check with your bank or card issuer, as processing times can vary. If the issue persists, contact us for assistance.

6. Delivery Delays and Missed Windows

If we miss the delivery window stated at the point of purchase:

• You may choose a full refund instead of waiting
• You may choose to keep the order active and still receive the report when it is ready
• We will tell you if we need more information from you that could affect timing
• Delays caused by missing or incorrect information from you are handled separately from delays on our side

This delivery protection sits alongside the 30-day refund window. It does not limit your right to request a refund within 30 days if the completed report does not prove useful.

7. Product-Specific Notes

The same refund principle applies across our paid reports, with the following product-specific notes:

• Care Home Check: The guarantee applies if the report does not help you feel more confident about whether to proceed with a specific care home.
• Personalised Matching Report: The guarantee applies if the report does not help you compare shortlisted homes more clearly or move forward with greater confidence.
• Funding Guide: The guarantee applies if the report does not help you understand your funding position and practical next steps more clearly.
• Care Funding Action Pack: The guarantee applies if the report and support materials do not help you understand what evidence, letters, and actions may be worth pursuing next.
• Information you provide: If key details provided by you were inaccurate or incomplete, we may first offer to correct the report before processing a refund.
• External outcomes: Our guarantee covers the usefulness of the report, not later changes in care home availability, fees, or third-party decisions after delivery.
• Funding outcomes: For funding products, eligibility, awards, appeals, and savings are determined by statutory bodies and third parties, not by RightCareHome.

8. What Refunds Do Not Cover

Our refunds do not cover matters outside the scope of the paid report itself. Examples include:

• Free services and no-cost content
• Care home changes that happen after report delivery, including new fee rises, ownership changes, or availability changes
• Formal NHS, local authority, or other third-party decisions that differ from the report's screening or guidance

Where possible, we will still try to resolve concerns fairly and promptly before or alongside a refund.

9. Chargebacks and Payment Disputes

We encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card issuer. Chargebacks can have serious consequences for both parties:

• Chargebacks incur additional fees and administrative costs
• Initiating a chargeback may result in suspension of your access to our services
• We may be unable to provide refunds for future purchases if chargebacks are filed

If you have concerns about a charge, please contact us first at hello@rightcarehome.co.uk. We are committed to resolving disputes fairly and promptly.

10. Free Services and No-Cost Offerings

Our Free Shortlist service and other no-cost offerings are provided without charge and are not covered by this refund policy. These services are provided "as-is" and "as available" without any refund guarantee.

If you are dissatisfied with a free service, we welcome your feedback at hello@rightcarehome.co.uk, and we will do our best to address your concerns.

11. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy in effect at the time of your purchase will govern your refund eligibility.

We will notify users of material changes by updating the "Last updated" date at the top of this page. We encourage you to review this policy before making a purchase.

12. Your Rights Under UK Consumer Law

This refund policy does not affect your statutory rights under UK consumer protection law. Under the Consumer Rights Act 2015, you have the right to:

• Receive services performed with reasonable care and skill
• Receive services as described
• Have any information provided be accurate

If our service fails to meet these standards, you may be entitled to a refund, price reduction, or re-performance of the service, regardless of the terms in this policy. Depending on the product and when delivery begins, you may also have cancellation rights under UK consumer law before work starts or access is provided.

For more information about your consumer rights, visit the Citizens Advice website at www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.

13. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

We aim to respond to all refund enquiries within 2 business days (Monday to Friday, excluding public holidays).