Who we are
HR Heaven operates HRHeaven. Our contact details are: HR Heaven (HRHeaven), Bradford Chamber Business Park, Laisterdyke, Bradford BD4 8BX. Email: support@hrheaven.co.uk. Phone: 0871 234 0832.
This policy explains how we handle refund requests for digital products, generated documents, bundles, add-ons, and Compliance Membership.
Digital products and immediate supply
HRHeaven is a digital goods provider. We supply generated documents, PDFs, bundles, HR Action records, checklists, dashboard storage and related digital services rather than physical goods.
Once digital content has been generated, delivered, downloaded, stored in your dashboard or otherwise made available, we are generally unable to offer a change-of-mind refund. This reflects the nature of immediate digital supply and does not remove any mandatory statutory right or remedy.
The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide mandatory rights for consumers where digital content is faulty, not as described, not supplied, or immediate supply was not properly authorised.
Before purchase, check the selected product, price, description, builder answers, account email and preview information where available. You are responsible for checking the completed output before using or sharing it.
No general change-of-mind refund
We do not generally provide refunds because you changed your mind, no longer need the document, selected the wrong role or industry, entered incorrect information, did not use the output, or expected bespoke consultancy rather than the product described at checkout.
For business purchases, any goodwill refund or account credit is discretionary and is not guaranteed. A discretionary decision on one order does not create a precedent for another order.
For consumer purchases, any statutory cancellation or digital-content remedy that applies will continue to apply, including where immediate supply was not properly authorised or where the content does not meet the standards required by law.
When we may offer a refund
We will review refund requests fairly, but refunds outside mandatory rights are discretionary. A refund may be appropriate where a paid product was not supplied, a payment was duplicated, a technical fault prevented delivery, the wrong amount was charged, or the product was materially not as described.
If a document failed to generate correctly because of a platform fault, we may offer a fix, replacement generation, account credit, or refund depending on the circumstances.
If a payment succeeds but dashboard access, email delivery, or download access fails, contact us promptly so we can restore access or provide the purchased file where possible. If a repair or replacement is not supplied within a reasonable time or would cause significant inconvenience in a consumer transaction, statutory remedies may apply.
When refunds may be refused
Refunds may be refused where the product has been correctly generated or made available and you simply changed your mind, entered incorrect information, selected the wrong product, failed to review the preview, no longer need the document, or edited the generated document after purchase.
Refunds may also be refused for misuse, breach of terms, account abuse, unauthorised sharing, or attempts to obtain repeated generated documents without paying.
Membership cancellations
Compliance Membership can usually be cancelled through the account or by contacting support. Unless stated otherwise, cancellation stops renewal at the end of the current paid period.
Membership fees already paid are not automatically refunded for unused time unless required by law or unless we agree otherwise.
If a trial is offered, the trial terms shown at the time of activation will apply.
Business and consumer customers
Many HRHeaven customers buy for business purposes. Business purchases are handled in line with these terms and applicable UK law.
If you are a consumer and mandatory consumer rights apply to your purchase, nothing in this policy limits rights that cannot lawfully be excluded.
How to request a refund
All refund requests must be made by email to support@hrheaven.co.uk. Include your order reference, payment email, product name, date of purchase, a description of the issue, and any screenshots or error messages.
We assess discretionary requests at our reasonable discretion after checking payment status, product delivery, generation logs, account activity and the circumstances described. We may request further information before deciding.
Please contact us as soon as possible after discovering the issue. Delays can make it harder to verify technical faults, payment status or delivery problems, but a delay does not remove a mandatory statutory right.
If we agree that a refund is due, it will normally be returned to the original payment method through Stripe or the relevant payment provider. Statutory refunds are made within the timeframe required by law; bank and card processing times are outside our control.