Terms of Service

heyrefund.me is an AI-powered document preparation service with human oversight that helps UK consumers draft complaint letters and prepare case summaries for submission to financial firms and the Financial Ombudsman Service (FOS).

We are not a law firm, solicitor, or legal practitioner. We are not regulated by the SRA under the Legal Services Act 2007. We are not a Claims Management Company (CMC) regulated by the FCA. We do not act as your representative or agent in any dispute.

When you use heyrefund.me, we:

• provide a pattern assessment based on your facts and similar complaint contexts;
• collect information about your complaint through a guided conversation;
• use AI to draft a complaint letter tailored to your situation;
• provide a case summary and checklist of supporting evidence.

We prepare documents only. You are responsible for reviewing, approving, and submitting your complaint to the relevant firm or the FOS yourself. We do not submit on your behalf.

heyrefund.me does not:

• provide legal advice or a legal opinion on your case;
• represent you in any proceeding or dispute;
• guarantee any outcome, compensation, or likelihood of success;
• contact the financial firm or FOS on your behalf;
• manage your claim or act as an intermediary.

The information we provide about FOS decisions and complaint outcomes is general information only. Past FOS decisions do not guarantee how the FOS will decide your individual case. Every case is assessed on its own facts.

We charge a flat fee for preparing your complaint document pack. The fee is displayed before you pay. By completing payment, you agree to pay that amount in exchange for delivery of your complaint pack.

We do not charge a success fee or commission on any compensation you receive. Your payment entitles you to the document pack regardless of the outcome of your complaint.

If we are unable to prepare your complaint pack for any reason, we will issue a full refund. If your complaint pack has already been delivered, refunds are at our discretion.

By using heyrefund.me, you confirm that:

• the information you provide is accurate and truthful to the best of your knowledge;
• you are the person named in the complaint (or have authority to act for them);
• you have read and understood that this service does not constitute legal advice;
• you will review the documents we prepare before submitting them;
• you will seek independent legal advice if your matter requires it.

To the maximum extent permitted by law, heyrefund.me is not liable for:

• the outcome of any complaint, whether successful or not;
• any errors in documents that result from inaccurate information you provided;
• any loss arising from reliance on the documents or information we provide;
• delays in preparing or delivering your complaint pack.

Our total liability to you in connection with any service is limited to the amount you paid us for that service.

Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

The complaint documents we prepare for you are yours to use for your own complaint. You may not resell or distribute them commercially.

We may update these terms from time to time. Material changes will be notified on this page. Continued use of the service after changes are posted constitutes acceptance of the updated terms.

These terms are governed by the laws of England and Wales. Any disputes arising from your use of heyrefund.me will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these terms, please contact us at [email protected].