Refund Policy

1. Introduction

At ProResume Ltd ("we," "our," or "us"), we are committed to providing high-quality CV writing, resume writing, cover letter creation, and career services that deliver exceptional value to our customers. We understand that there may be circumstances where a refund is appropriate, and we have developed this Refund Policy to be transparent about when and how refunds will be processed.

This Refund Policy applies to all services purchased through our website at proresume.co.uk, via email, or over the phone. By purchasing our services, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

2. Your Statutory Rights

3. Refund Eligibility

You may be eligible for a full or partial refund under the following circumstances:

• Cancellation During Cooling-Off Period: If you cancel your order within 14 days of purchase and before we have started work on your documents, you are entitled to a full refund.
• Quality Issues: If, after the full revision process has been completed, the final documents delivered do not meet professional standards or contain significant errors that substantially affect their quality and usability.
• Service Not Provided: If we fail to deliver your documents within the timeframe specified at purchase (or within reasonable extensions due to feedback delays) despite you providing all necessary information.
• Duplicate Payment: If you accidentally made a duplicate payment for the same service order.
• Technical Error: If a technical error on our website resulted in you being charged incorrectly.

4. Package-Specific Refund Policies

Different service packages may have specific refund terms as outlined below:

4.1 Starter Package (£29-£59)

For Students & Recent Graduates

• Full refund available if requested within 14 days of purchase and before work begins
• 50% refund available if requested after work has begun but before delivery of first draft
• No refund available after first draft delivery, but revision rights remain according to package terms (1 revision round within 7 days)

4.2 Pro Package (£99)

For Experienced Professionals

• Full refund available if requested within 14 days of purchase and before work begins
• 75% refund available if requested after work has begun but before delivery of first draft
• 25% refund available after first draft delivery but before any revisions requested
• No refund available after revision process begins, but revision rights remain according to package terms (2 revision rounds within 14 days)

4.3 Executive Package (£149)

For Senior Leaders & Directors

• Full refund available if requested within 14 days of purchase and before work begins
• 80% refund available if requested after work has begun but before delivery of first draft
• 50% refund available after first draft delivery but before any revisions requested
• 25% refund may be available after revision process begins, assessed on a case-by-case basis
• Our satisfaction guarantee provides enhanced protection for this premium package

5. Refund Request Process

To request a refund, please follow these steps:

6. Refund Timelines

Once a refund is approved, processing times vary depending on your original payment method:

Please note that we always refund to the original payment method used for the purchase unless legally required or mutually agreed otherwise.

7. Refund Exclusions

Refunds will generally not be provided in the following circumstances:

In all cases, we will work with you to find a reasonable solution before refusing a refund request. We evaluate each situation on a case-by-case basis, taking into account all relevant factors.

8. Satisfaction Guarantee

We encourage you to communicate any concerns or suggestions for improvement promptly during the revision period so we can address them effectively and ensure your complete satisfaction.

9. Cancellation Policy

You may cancel your order under the following conditions:

9.1 Cancellation Before Work Begins

If you cancel your order before our team has begun working on your documents (typically within 24-48 hours of purchase), you are entitled to a full refund minus any applicable transaction fees.

9.2 Cancellation During the Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of purchase without giving a reason (the "cooling-off period").

However, if you have expressly requested that we begin work on your documents within the 14-day cooling-off period, your right to cancel may be limited. Specifically:

• If we have fully completed the service, you will no longer have the right to cancel
• If we have partially completed the service, you may be required to pay for the portion of the service that has been provided

9.3 Cancellation After Work Has Begun

If you cancel your order after work has begun but before completion, you may be entitled to a partial refund as outlined in Section 4 (Package-Specific Refund Policies).

9.4 How to Cancel

To cancel your order, please contact us via email at hello@proresume.co.uk with the subject line "Order Cancellation - [Your Order Number]" or through our Contact Page.

10. Dispute Resolution

If you disagree with our decision regarding your refund request, you may appeal by providing additional information or clarification. Our management team will review your appeal and provide a final response within 5 business days.

We are committed to resolving all disputes fairly and amicably. If we cannot reach a mutually satisfactory resolution, UK customers have the right to seek resolution through:

• The UK's Alternative Dispute Resolution (ADR) schemes
• The European Commission's Online Dispute Resolution platform for EU consumers
• Small claims court or other appropriate legal channels

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on our website with a revised "Last updated" date.

Any changes to this policy will only apply to orders placed after the revised policy is published. Orders placed before any policy changes will be honored under the terms in effect at the time of purchase.

12. Contact Us