Refund Policy
Potly Pension Relief
Last updated: 14 July 2026
This Refund Policy explains when we will and will not refund your fee. It forms part of our Terms of Use and applies to every claim pack purchased from Potly Ltd (trading as Potly Pension Relief).
We have tried to write this in plain English rather than legal language, because you should be able to tell at a glance where you stand.
1. The short version
The sections below explain each of these in full. Nothing in this policy affects your legal rights as a consumer.
2. Before we prepare your claim pack — full refund
If you change your mind after paying but before we have prepared your claim pack, you will receive a full refund. You do not need to give a reason.
In practice this means: if you have paid but have not yet submitted the form, or you have submitted it very recently and we have not yet prepared your documents, contact us and we will refund you in full.
We normally prepare claim packs within 24 hours of you submitting the form, so if you change your mind, please email us as soon as you can at contact@potlypensionrelief.co.uk.
3. After your claim pack has been delivered — no refund
Once we have emailed your claim pack to you, we have done the work you paid for, and the fee is not refundable — except in the circumstances in section 4.
Why this is the case:
Your claim pack is a digital service. Before we prepare it, our form asks you to confirm that you want us to begin straight away, and that you understand you will lose your right to cancel once the pack has been delivered. This is how the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 work for digital services that are delivered immediately.
You give that confirmation before we start; we deliver; the service is then complete.
You are paying us to prepare your claim pack — not for a particular outcome from HMRC. Once the pack is in your inbox, that work has been done, whatever HMRC later decides.
4. If HMRC rejects your claim because we got the calculation wrong — full refund
We stand behind our work. If HMRC rejects your claim in writing, and the reason for the rejection is solely attributable to an error in our calculation methodology — rather than to the information you gave us — we will refund your fee in full.
What you need to do:
Send us HMRC's written rejection notice by email to contact@potlypensionrelief.co.uk.
Do this within 30 days of the date you receive HMRC's notice.
Include your order number, or the email address you used to buy your claim pack, so we can find your record.
What you need to do:
We will review HMRC's stated reason for rejection against the calculation we performed. We keep a record of the figures and the methodology used for each claim pack for 18 months, precisely so that we can carry out this check.
We aim to tell you our decision within 14 days of receiving your rejection notice. If we agree the error was ours, we will refund your fee in full to your original payment method.
The 30-day limit
Please do not sit on an HMRC rejection. The 30-day window exists so that we can look into what happened while the details are fresh and while our record of your calculation still exists. If you contact us later than 30 days after receiving HMRC's notice, we may not be able to consider your claim.
5. When a refund is not due
To be straightforward with you, these are the situations where we will not refund your fee:
To be straightforward with you, these are the situations where we will not refund your fee:
The information you gave us was wrong or incomplete. Our calculation can only ever be as good as the figures you provide. If HMRC rejects or reduces your claim because your income, contributions, National Insurance number or other details were inaccurate or out of date, no refund is due.
HMRC pays less than our estimate. Our figures are estimates based on your information and our understanding of the rules. HMRC makes the final decision, and the amount it pays may differ. That is not an error on our part.
You did not submit your claim, or submitted it late. You are responsible for signing and sending your claim to HMRC, and for meeting HMRC's deadlines. We cannot refund you if the claim was never made or was made out of time.
HMRC rejects the claim for reasons unconnected to our calculation. For example, where HMRC disputes your eligibility, requires evidence you cannot provide, or applies a rule to your particular circumstances that was not apparent from the information given to us.
You changed your mind after delivery. See section 3.
You lost your claim pack. We delete the generated documents from our systems 30 days after delivery, to protect your data. Please save your copies when you receive them.
6. How refunds are paid
Where a refund is due, we will pay it to the original payment method used at checkout, through Stripe. We do not refund to a different card or account.
We aim to process approved refunds within 14 days of approving them. Your bank or card provider may take a few additional days to show the money in your account.
There is no charge for making a refund request, and we will not deduct any administration fee from a refund that is due.
7. If something else has gone wrong
This policy sets out the specific situations we have anticipated. If something has gone wrong that is not covered here — or if you simply think we have not done right by you — please email us at contact@potlypensionrelief.co.uk and tell us what happened.
We would always rather hear from you and sort it out than have you go away unhappy. We read every message ourselves.
8. Your legal rights
Nothing in this policy takes away your legal rights as a consumer. In particular, under the Consumer Rights Act 2015, our service must be carried out with reasonable care and skill. If it is not, you may be entitled to a repeat performance or a price reduction, whatever this policy says.
If you are unhappy with how we have handled a refund, you can get free, impartial advice from Citizens Advice (citizensadvice.org.uk, or the consumer helpline on 0808 223 1133).
9. Changes to this policy
We may update this Refund Policy from time to time. The version that applies to you is the version published on our website at the time you paid. We will update the “Last updated” date above when we make changes.
10. Contact us
For anything to do with refunds, email contact@potlypensionrelief.co.uk. Please include your order number if you have it.
