Refund Policy

This Refund Policy outlines the terms under which APEX VIRTUAL PARTNERS LTD, trading as SmartPolicy Labs, provides refunds for our document generation services. This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Digital Goods and Your Cancellation Rights

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of purchase during which you can cancel your order for any reason and receive a full refund.

However, please note that once we begin generating your document (i.e., the digital content supply has begun), you may lose your right to cancel if you have given your express consent for the work to begin within the cancellation period and acknowledged that you will lose your cancellation right.

2. When Refunds Apply

You are entitled to a full refund in the following circumstances:

• You cancel your order within 14 days of purchase and before document generation has commenced.
• The delivered document is substantially different from what was described or ordered.
• We fail to deliver your document within a reasonable time frame (more than 72 hours for standard orders, or more than 24 hours for express orders) without prior communication.
• The document contains significant errors or quality issues that cannot be resolved through our free revision process.

3. Revision Before Refund

We offer one free revision per order within 7 days of delivery. Before requesting a refund for quality-related issues, we encourage you to take advantage of our revision service. If you are still unsatisfied after the revision, you may request a full refund.

4. When Refunds May Not Apply

Refunds may not be provided in the following situations:

• You provided inaccurate or incomplete information during the ordering process that led to an unsatisfactory document.
• You change your mind about the document after it has been delivered and the document meets the specifications of your order.
• The refund request is made more than 14 days after delivery.

These exclusions do not affect your statutory rights as a consumer.

5. How to Request a Refund

To request a refund, please contact us by email at info@smartpolicy-lab.com with the following information:

• Your order number
• The email address used for the order
• The reason for your refund request
• Any relevant supporting information

6. Processing Time

We aim to process all refund requests within 5 business days of receiving your request. Once approved, refunds will be issued to your original payment method within 5-10 business days, depending on your payment provider.

7. Partial Refunds

In some cases, we may offer a partial refund if the document partially meets your requirements. Partial refund amounts will be determined on a case-by-case basis and communicated to you before processing.

8. Your Statutory Rights

This refund policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

9. Contact Us

For any questions about this Refund Policy or to request a refund:

APEX VIRTUAL PARTNERS LTD
215a High Street North
London, England, E6 1JG
United Kingdom
Email: info@smartpolicy-lab.com