Refund Policy

LeadingPilot is operated by Telvara Holdings Limited, a company registered in the United Kingdom under company number 17175891, with its registered office at 27 Crofton Road, No. 6, 1st Floor, Liverpool, England, L13 5UJ. Refunds are issued by us, the merchant of record. Reach the refunds team at refunds@leadingpilot.com or call +44 7782 220559.

Unused credits within 14 days of the original purchase date. The LeadingPilot Growth Plan is refundable on the same 14-day basis if you cancel within 14 days of starting it and haven't used credits from that month's included allocation.

Credits you've already used to qualify a lead. Promotional credits awarded as part of a marketing campaign (clearly labelled as such at the time). The optional Growth Plan after the month has started. You can cancel for the next month but the current month is non-refundable past the 14-day window.

Marketplace purchases follow the Marketplace Terms. You can cancel an expert order before the expert starts work for a full refund. Once work has started, refunds are assessed case by case, usually where the work was not delivered or was materially not as described, through the in-platform dispute process.

Templates install instantly, so a paid template is non-refundable once installed unless it is faulty or materially not as described. Your statutory rights as a UK consumer are unaffected: where a digital product is supplied immediately with your consent, the 14-day distance-selling cancellation right ends once supply begins.

Email refunds@leadingpilot.com from the email address on your account. Include your order number (the LP-YYYY-MM-DD-XXXX string from your receipt) and a one-line reason. We don't require you to justify it, but the reason helps us improve.

We approve or reject within two working days. Approved refunds are issued back to the original payment method via Payit123 Solution (our payment orchestrator) and typically settle within 5–10 working days, depending on your card issuer.

If you've used some credits from a pack and want the unused portion refunded, we refund pro-rata at the original per-credit price of that pack. Example: you bought the €50 pack (350 credits) and used 100 credits, refund of 250/350 × €50 = €35.71.

Please email us before initiating a chargeback. We resolve almost everything within 24 hours by email. Chargebacks initiated without contacting us may result in account suspension pending review while we work with the issuing bank to retrieve transaction records.

If we can't resolve a dispute directly, you may raise it through the UK Financial Ombudsman Service or, for EU residents, your national consumer protection authority. Our registered address for formal correspondence is 27 Crofton Road, No. 6, 1st Floor, Liverpool, England, L13 5UJ. Contact us first. Most disputes resolve at that step.