How we can help
Whether you are preparing your first employment contract, building an employee handbook, working through an HR Action or checking a payment, the support team can help you understand the next practical step. Contact us when a product is unclear, a document is not behaving as expected, a download is missing, or you need help finding information in your dashboard.
The more context you can provide, the faster we can investigate. Please tell us which product or workflow you were using, the account email, the approximate time of the issue and what you expected to happen. Never send full payment-card numbers, passwords or unnecessary employee information by email.
Product and builder support
For Employment Contracts, include the industry, role, builder step and any field that is preventing you from continuing. For Employee Handbooks, tell us whether your question concerns company details, workplace risks, policy recommendations, branding, preview generation or checkout. If you are using the Contract + Handbook Bundle, identify which document or shared employer detail needs attention.
For HR Actions, include the action name and, where appropriate, the case or employee record reference. We can help explain how to return to a case, review generated outputs, add evidence, find follow-up steps or access files stored in the employer dashboard.
Billing, payments and refunds
For a payment or checkout question, include the payment reference, order reference, product name, payment email and the date of the transaction. Stripe may request additional verification during checkout, so please describe the point at which the payment stopped or the message you saw. We can check the service status and help locate a successful purchase or document delivery.
Refund requests must be made by email to support@hrheaven.co.uk. Please include the order details and a clear description of the problem. HRHeaven supplies digital products, so change-of-mind refunds are generally unavailable after digital content has been generated or made available, subject to any mandatory rights that apply. The Refund Policy explains the process in full.
Account, dashboard and document access
If you cannot sign in, receive an access link or find a purchased document, tell us the email address used for the account and whether you are an employer owner, team member or employee recipient. We may need to verify account ownership before discussing documents or changing access. This protects employer records and the personal information they may contain.
When a document is generated, the dashboard is intended to become the place to return to it. Contact us if a document is not visible, a download link has expired, a file appears to be the wrong version or a payment has completed but storage is still processing. Include the document or payment reference rather than attaching confidential files unless we specifically request them.
Compliance Membership and HR Actions
Membership customers can contact us about entitlement status, renewal, cancellation, compliance updates, document maintenance and access to included features. If your plan appears inactive, cancelled or out of date, tell us what the dashboard displays and the account email connected to the membership.
For HR Actions, support can help with navigation and product operation. The employer remains responsible for confirming facts, reviewing wording, considering fairness and deciding what action to take. In complex or disputed matters, the employer should obtain appropriate specialist support before relying on an output.
Our UK business address
HR Heaven operates HRHeaven from Bradford in England. Our business address is Bradford Chamber Business Park, Laisterdyke, Bradford BD4 8BX, United Kingdom.
Email is the quickest route for product, account and payment support because it allows us to verify the relevant record and keep a written history of the request. The postal address is provided for formal correspondence and business contact. Please do not post original identity documents, employee records, passwords or payment information.
Response times and what happens next
We aim to respond within two working days. A response may take longer when we need to investigate a payment provider event, document-generation issue, account-security concern or third-party delivery problem. We will explain what we have found and what information, if any, is needed to continue.
For urgent account-security concerns, say so clearly in the subject line and contact us as soon as possible. We may temporarily restrict access while we verify ownership or protect documents. For general product questions, using the contact form with a specific subject helps route the request to the right support context.
A secure and respectful support experience
HRHeaven support is designed to help employers use the platform safely and effectively. We will not ask for your password or full payment-card details. We may request limited verification information, an order reference, screenshots or non-sensitive error details so we can distinguish an account issue from a browser, email or payment-provider issue.
Please avoid sending more personal information than is needed to explain the problem. If you accidentally send sensitive information, tell us promptly so we can consider the safest way to handle and remove it. Our Privacy Policy explains how support communications and account data are handled.
Before you contact us
Check that you are using the email address associated with the account, refresh the dashboard, look in your junk or spam folder for service emails and note the exact wording of any error message. If you are asking about a builder, write down the step name and whether the problem occurs on desktop, tablet or mobile.
A concise, complete message usually gets the quickest response. Once we have the product, account and problem details, we can focus on resolving the issue rather than asking you to repeat the background.