Terms of service

1. Who we are

Refundlo (refundlo.com, the Refundlo app and the Refundlo browser helper) is run by Alexandra Colonna Walewski, a sole trader trading as Refundlo, 66 Paul Street, London EC2A 4NA, United Kingdom. Email: refundloteam@gmail.com.

"We", "us" and "Refundlo" mean her. "You" means the person using Refundlo. You must be 18 or over and live in the UK to use it.

2. What Refundlo does

Refundlo helps you manage things you bought: it finds purchases in the Gmail account you connect, tracks return deadlines, and helps you return items, resell them, cancel subscriptions and ask for refunds.

Some of this Refundlo does for you in your own browser through the Refundlo helper (the "agent"): it fills in a shop's or marketplace's pages using your order details.

3. What Refundlo does not do

The shop decides. Refunds, returns, cancellations and resale prices are decided by the shop, service or marketplace, under its own terms. We don't promise any refund, amount or timing.

It's not legal advice. The "Your rights" information and letters are general information about UK consumer law. For advice on your own situation, talk to a solicitor or Citizens Advice.

No passwords, no payments by us. Refundlo never asks for, types or stores your passwords for shops or marketplaces, and never pays for anything on your behalf.

4. Your approval

Returns, resale listings and food refund requests: the agent prepares everything and stops before the final button. Nothing is sent or published until you press the approve button in Refundlo.

Subscription cancellations: when you tap "Cancel it for me", you're asking Refundlo to complete that cancellation, including the final click. It will still stop and ask you if the page shows a fee, a charge for the rest of a contract, or deleting your whole account. It won't accept retention offers for you.

Refund requests after a cancellation: when you ask Refundlo to get the last charge back, it sends that one request for you.

Signing in to shops: when a shop needs you signed in during a task you started, the helper can sign in for you with your Google, Facebook or Apple account, using the shop's own "Sign in with" button in the helper's own window. It uses the account your browser is already signed in to, never types a password, and never approves new permissions for you. If anything needs you, it shows you that page.

Emails: Refundlo writes return and refund messages for you. You send them yourself, or, where available, you press "Send from my Gmail" for each one.

"Refundlo is handling": when you say yes to "Let Refundlo handle it" for an order, you ask Refundlo to email that shop about that order from your Gmail, signed with your name, and to follow up until it's settled, without asking you before each email. It asks you before accepting anything less than a full refund, and you can stop it at any time.

Check what Refundlo shows you before you approve. You're responsible for what you approve and send.

5. Your accounts with shops and marketplaces

You use your own accounts with shops, carriers, marketplaces and subscription services. You're responsible for keeping them secure and for following their terms. Some sites don't allow automated tools. If a site objects, use its own pages yourself instead. We're not responsible for a site's own decisions about your account.

6. Your Gmail and your data

How we use your data, including your Gmail, is in our Privacy policy. You can disconnect Gmail at any time in Settings or in your Google Account.

7. Plans and payment

Plans (Free, Pay Per Success and Pro), prices, how we take payment and how to cancel are in our Billing terms, which form part of these terms.

8. Using Refundlo fairly

Don't:

use Refundlo for anything unlawful or fraudulent, including false return or refund claims, or returning items you've used beyond what the shop allows;

use someone else's accounts or email without their permission;

try to break, overload, copy, reverse engineer or get around the limits of Refundlo, or use it to attack other sites;

resell access to Refundlo.

We can suspend or close an account that does any of these. We'll tell you why, unless the law or safety stops us.

9. If something goes wrong

We provide Refundlo with reasonable care and skill, and it should match how we describe it. That's your legal right and nothing in these terms takes it away.

Refundlo depends on other sites, which change without warning. Sometimes the agent can't finish a task. If that happens, nothing is sent and you can do it yourself.

We're not responsible for losses we couldn't reasonably have foreseen, for a shop's or marketplace's decisions, or for business losses (Refundlo is for personal use).

If our faulty service damages your device or other digital content, and that wouldn't have happened if we'd used reasonable care and skill, we'll repair the damage or compensate you.

Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

10. Ending

You can stop using Refundlo and delete your account at any time (Settings, or email refundloteam@gmail.com). We can end the service for you with 30 days' notice, or straight away for a serious breach of section 8. Paid plans end as set out in the Billing terms.

11. Changes

We may update these terms, for example when Refundlo or the law changes. For anything important, we'll tell you in the app or by email at least 30 days before it applies. If you don't agree, you can stop using Refundlo and cancel your plan before the change.

12. Complaints

Email refundloteam@gmail.com. We'll reply within 14 days. If we can't sort it out, you can contact Citizens Advice (citizensadvice.org.uk) or use the courts.

13. Law

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.