Refund policy

Last updated: 27 August 2026

1. About this policy. This policy explains when you can get money back from MyMoneyBot, how much you'd get, how to ask for it, and what falls outside it. It applies to every purchase made through mymoneybot.co.uk. It sits alongside our Terms of Service. Where the two overlap, this policy governs anything to do with refunds. Please read section 8 before you buy. It sets out the situations we don't cover, and most questions we get are answered there. 2. Our guarantee. If we told you that you were eligible, and you weren't, you get money back. That's the promise. You answer the questions, we assess what you've told us, and we tell you which reliefs we believe you can reclaim. If you then submit that reclaim, using the information in the guide you bought, and HMRC rejects it outright — our assessment was wrong, and we refund you. We keep a fixed admin fee to cover the cost of producing and supporting your guide. Every deduction is set out in plain numbers in section 4. Nothing is hidden, and we don't argue over outcomes — we just need to see what HMRC decided. What this guarantee is not is an insurance policy against every disappointing result. We produce guidance based on what you tell us; we don't submit your claim, we don't control HMRC, and we can't promise what they'll pay. The boundaries are in section 8, in full, in advance. In short: if you'd rather not read all of this, here's the whole policy in five lines. You bought a full guide or bundle, submitted the claim, and HMRC rejected you outright → you're covered. HMRC paid you, just less than we estimated → not covered, the claim worked. You entered something wrong and that's why it failed → not covered, but we'll re-run your assessment free. HMRC hasn't replied yet → not yet, come back when there's a decision. The £4.99 reveal → not refundable. Everything below is the same thing said properly. 3. What's covered. The guarantee applies to full guide purchases and bundle purchases where all of the following are true: you submitted the reclaim that the guide you bought covers; the information you entered on our site was accurate and complete; HMRC issued a decision on that reclaim; and that decision was an outright rejection — HMRC found you were not eligible for the relief we identified. That's the scenario the guarantee exists for: we said yes, HMRC said no. The £4.99 reveal is not refundable. It's delivered in full and instantly at the point of purchase, and you confirm at checkout that you want it straight away and understand you're giving up the right to cancel it. 4. The tiers. Your refund is worked out from the amount you actually paid for that specific unlock — a single full guide, or a bundle. £100 or under → 50% of what you paid. £100.01 – £300 → what you paid, minus a £50 admin fee. £300.01 – £500 → what you paid, minus a £200 admin fee. Over £500 → what you paid, minus a £399 admin fee. Worked examples: you paid £79 for a single guide → you get £39.50 back. You paid £149 for a guide → you get £99 back. You paid £280 for a bundle → you get £230 back. You paid £420 for a bundle → you get £220 back. Bundles: if you bought more than one guide as a bundle, the refund is calculated on the bundle price you paid — not on the combined list price of the guides inside it, and not on a per-guide basis. A bundle is a single purchase at a single discounted price, and it's treated as one unlock for refund purposes. Discounts and promotions: if you paid a discounted price, the tier is set by what you actually paid, not the list price. 5. How to claim. Email info@mymoneybot.co.uk within 14 days of the date HMRC issued its decision. In your email, tell us: the email address you used to buy; which reclaim you submitted; the date you submitted it; and what HMRC decided. We do ask for proof. Please attach one of the following: HMRC's decision letter or notice; a screenshot of the claim status or outcome in your HMRC online account or the HMRC app; or the rejection email or reference number HMRC gave you. You're welcome to redact anything you don't want to share — your National Insurance number, your address, any figures you'd rather keep private. We only need to see the relief claimed, the date, and the outcome. We can't process a claim without proof of the decision. This isn't us being difficult — it's the only way we can tell a genuine rejection from a claim that was never submitted, and it's what keeps the guarantee affordable enough to offer at all. 6. What happens next. We'll acknowledge your email within 2 working days. If anything's missing, we'll tell you exactly what we need in that first reply rather than drip-feeding requests. Once we have everything, we'll confirm the outcome within 5 working days. Approved refunds are issued to your original payment method within 14 days of approval. Your bank or card issuer may take a few working days after that to show the money. We can't refund to a different card or account from the one you paid with — that's a fraud-prevention rule set by our payment processor, not by us. If we decline your claim, we'll tell you which part of this policy it falls under and why. If you think we've got that wrong, see section 15. 7. Accuracy of the information you provide. Your results are generated solely from the information you enter. We do not verify what you tell us against HMRC records, your employer's records, or any third-party source, and we have no way to detect an answer that is simply incorrect. If you tell us you worked from home for eighteen months, we assess your eligibility on the basis that you did. You are responsible for making sure the details you enter are accurate, complete and up to date before you pay. That includes your income, your employment status, your tax code, relevant dates, your marital status and your partner's income where it's relevant, and every figure you give us. Take a minute over it. The whole assessment rests on it, and an honest mistake at the questionnaire stage produces a confident, detailed, completely useless guide. Free correction: if you realise you entered something incorrectly, email info@mymoneybot.co.uk within 14 days of purchase and we'll re-run your assessment on the corrected information once, free of charge. In most cases that's a faster and better outcome than a refund — you end up with a guide you can actually use, rather than a partial refund and no claim. 8. What isn't covered. We will not authorise a refund in the following circumstances. (a) Inaccurate information — results affected by information you entered that was incorrect, incomplete or out of date. (b) A mismatch with what you told HMRC — a claim rejected or reduced because the details you submitted to HMRC differed from those you entered with us. (c) A smaller payout than expected — every figure we give you is an estimate based on your answers, produced using published HMRC rates and allowances; actual amounts depend on your full tax position, which we don't see; if HMRC accepts your claim but pays less than our estimate, the claim succeeded, the guarantee doesn't apply. (d) No response from HMRC — HMRC sets its own processing times and they vary considerably; if HMRC hasn't decided yet, there's no outcome to assess, and the guarantee isn't triggered; we're happy to point you to HMRC's own chasing and complaints routes. (e) A claim you didn't submit — the guarantee covers claims that were made and rejected; if you didn't submit, there's nothing to refund against. (f) Missed deadlines — HMRC applies strict time limits to backdated claims, generally four tax years; a claim rejected because it was submitted too late isn't an eligibility error on our part. (g) A change in circumstances — anything that changed after your report was generated, a new job, a change in marital status, a change in income. (h) The £4.99 reveal. (i) Out of time — claims made more than 14 days after HMRC's decision. (j) Chargebacks — see section 9. 9. Chargebacks. If you think you're owed a refund, email us. We'd genuinely rather sort it directly and quickly. Raising a chargeback with your bank instead — before contacting us, or while we're already dealing with your claim — closes the matter under this policy, and we'll defend it with your purchase record and the guide we delivered. We may also decline future purchases from that account. 10. Access after a refund. Your guides are digital products, and once we've refunded a purchase, your licence to use that guide ends. Please delete any downloaded copies. We'll remove access from your account. If you bought a bundle and we refund it, that applies to the whole bundle. 11. Repeat and multiple claims. There's no cap on honest claims — if you bought three guides and all three assessments were wrong, all three are covered. We do reserve the right to decline claims where there's clear evidence of misuse: repeated purchases followed by refund requests with no claim submitted, fabricated proof, or the same person buying through multiple accounts. 12. Your statutory rights. Nothing in this policy affects your legal rights. If a service we supplied was faulty, not as described, or not carried out with reasonable care and skill, you have rights under the Consumer Rights Act 2015 that exist entirely separately from this guarantee, and this policy doesn't limit them. Where you have a right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, that right is unaffected — except where you have expressly consented to immediate delivery of digital content and acknowledged that you lose the right to cancel, which is what we ask you to confirm at checkout before any guide is unlocked. This guarantee is offered voluntarily and in addition to those rights. It is not a substitute for them. 13. What MyMoneyBot is, and isn't. We provide information and guidance so that you can make your own reclaim directly to HMRC. We are not a tax adviser, accountant, or regulated financial adviser. We do not submit claims on your behalf, act as your agent, or deal with HMRC for you. We do not receive, hold, or take assignment of any repayment HMRC makes to you. Any money HMRC owes you is paid directly to you. If your tax position is complicated, please speak to a qualified accountant or tax adviser before claiming. 14. Changes to this policy. We may update this policy. The version that applies to your purchase is the version published on this page at the time you bought, and we'll keep previous versions available on request. Changes never apply retrospectively to a purchase you've already made. 15. If you're unhappy. Reply to our decision email and ask for it to be reviewed. A review is looked at fresh, and we'll respond within 5 working days. If we still can't agree, you're free to raise the matter with Citizens Advice or your local Trading Standards service, and nothing in this policy prevents you from taking the matter further. Contact: info@mymoneybot.co.uk. This policy is governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.