Refund Policy
Last updated · May 2026
The short version
If our Pro Report doesn't help you make a remortgage decision, email hello@ladderiq.co.uk within 14 days of purchase and we'll refund you in full. No reason required, no forms to fill in.
The longer version
LadderIQ sells a single digital product: the Pro Report — a personalised PDF analysis priced at £14.99. The report is generated on demand using your inputs and today's UK market data.
Because it's a digital product delivered immediately, your statutory UK Consumer Contracts Regulations cooling-off rights are technically waived once the report is generated. We don't think that's good enough for a £14.99 report that's meant to help you make a five-figure decision, so we offer our own better policy:
- 14 days, full refund, no questions. If the report doesn't deliver useful insight for your situation, we refund the full purchase price.
- Refunds are processed within 48 hours of your email. The bank can take a further 5–10 working days to show the refund on your statement.
- You keep the report. Refunds don't require you to delete the PDF — that would be unenforceable and a bit petty.
When refunds aren't available
Two narrow exceptions, both about preventing abuse rather than denying genuine customers:
- Refund requests after the 14-day window. (We may still consider them if your circumstances warrant — email us.)
- Repeated refund requests from the same person across multiple purchases of the same report.
How to request a refund
Email hello@ladderiq.co.uk with the subject "Refund request" and include either your Stripe receipt or the email address you used at checkout. We'll process the refund and reply within 48 hours.
If we've been slow to respond and you'd like to escalate, you can also dispute the charge through your bank or card issuer — but we'd rather sort it out directly.
About this policy
This policy supplements (and where more generous, supersedes) your statutory rights under UK consumer law. Nothing in it limits your statutory rights. LadderIQ is operated from the United Kingdom; UK law governs.